Bob Johnson

I've led BPO, customer service, and technical-support operations for organizations including Provalus, SunPower, Spectrum, Convergys, Suddenlink, and Dell. I make work more understandable for employees, more predictable for customers, and more successful for the business.

At Provalus, I led a debit recovery team processing more than 211,000 cases in one year and improved quality from a 1.48% error rate to 0.61%. I also helped bring post-training coaching and quality support in-house, accelerating employee readiness and generating approximately $114,000 in additional annual billable revenue.

At Spectrum, I led the #1 technical-support team among 78 enterprise teams and redesigned call flows that reduced Average Handle Time by approximately 20–25 seconds across roughly 275,000 monthly calls. At Suddenlink, I reduced rejected telephone orders from approximately 6% to less than 1% while improving customer-request turnaround from 10–20 days to 5–7 days.

My approach connects people, policy, process, and production: develop judgment through coaching, clarify expectations, remove workflow friction, and use performance data to find root causes. Across my career, I've developed more than 50 employees into leadership and expanded-responsibility roles, with the goal of leaving teams increasingly capable of correcting themselves.