Chief Service Officer, Sprint Nextel
Bob L. Johnson is chief service officer for Sprint. He is responsible for overseeing all aspects of Customer Management, including Customer Experience, Customer Care and Telesales. He is accountable for the end-to-end customer experience across all key customer touch points, call volume reduction, customer care operations, call center efficiency, and these lines of business within the call center management structure: Consumer, Business Care, Wireline and Account Services. He also leads enterprise-wide churn root cause and credit reduction initiatives.
Before his role as chief service officer, Johnson served as Sprint’s regional sales and distribution president for the Northeast, responsible for the wireline and wireless business. Before that, he was senior vice president-National Consumer Sales and Distribution.
An accomplished executive with 26 years in the telecommunications industry, Johnson joined the company (Nextel) in 1998. He brings with him a strong business background in sales, service, marketing and customer operations. Before joining Nextel, he held a number of executive positions at Bell Atlantic Mobile (Verizon), including executive vice president and chief operating officer for Telezone Corp., a Bell Atlantic joint venture.
He received a bachelor of science degree from the University of Maryland and serves as chairman of the Robert H. Smith School of Business. He is also a board member of both the Northern Virginia Technology Council and the Washington Redskins Leadership Council.