Bio

Tanya is responsible for leading Wireless Customer Service field operations for frontline customer service agents within Verizon’s Consumer Group. Known for her strong experience developing transformational change and implementing operational efficiency, Tanya is an innovative and accomplished leader to a workforce of 6,000 employees in diverse contact channels. As Vice President, she creates and executes strategies to drive all key performance indicators around customer experience, profitability, growth, and employee experience. Before this transition, Tanya led a global customer contact Strategy and Business Development team, responsible for developing mid to long term strategy for the national Customer Service organization. In just one year, Tanya developed a comprehensive strategic model focused on the customer and their service complexity that will transform the way we engage with our customers and deliver a personalized experience – landing the right customer with the right agent. Tanya has deep local targeted marketing experience in marketing with director roles in product marketing, market Intelligence, go to market and customer experience. Tanya also applied this knowledge to a national director role where she built and lead a strategic team for National & Local Promotions and market analytics driving #1 winshare. Tanya started her career in sales and customer service at Ameritech/GTE, which has given her a deep appreciation and empathy for the front line and obsessive customer focus. Johnson has leveraged this experience to successfully implement marketing initiatives that resonate with front line employees, specifically “Voice of the Rep” which became a national program, known today as “Your Voice Matters”. Tanya was born and raised in the Chicago area and despite living in New Jersey (which she loves), remains a staunch promoter of not folding over pizza – declaring Chicago deep dish king and to be eaten with a fork and knife.