Gwen Johnson

Gwen Johnson has over thirty years of experience in the telecommunications industry. Before joining Apogee Analytics, she was general manager of service quality and regulatory compliance for a large telecommunications company. In this capacity, she was the company's lead negotiator for industry and regulatory standards governing service delivery to competitive carriers. She also was responsible for developing and implementing these performance assurance plans within her company and ensuring their on-going compliance with regulatory requirements. She represented her company before state public utility commissions, the Department of Justice and the Federal Communications Commission. Also, during her career in the telco industry, she worked for over fifteen years in line operations, including outside plant engineering, network engineering and network operations. She was a key participant in a successful major re-engineering project to restructure her company's network operations department and was the primary developer of the core processes for the implementation and operation of local number portability.

Since joining Apogee Analytics as a principal, she has been the firm's lead consultant on telecom operational performance issues. She currently consults on several projects with a number of carriers. These engagements involve development of performance metrics and standards, performance analysis, service improvement and advocacy before federal and state regulatory agencies.  She also consults on detariffing of  retail telco services, rate setting for access services and regulatory issues related to the evolving broadband network.

She has a B. A. in English Literature from Santa Clara University. She also has had extensive training in telco operations, business process optimization, performance assessment and total quality management.