Susan Nokes serves as chief customer and operations officer for T-Mobile USA. Nokes, who joined T-Mobile as senior vice president of customer service in 2002, was promoted to senior vice president of sales and customer service in 2006. She assumed her current position in November 2007.

Nokes is responsible for leading more than 33,000 sales, customer service, and business operations professionals in delivering a world class customer experience at T-Mobile, including corporate retail, dealer, national retailer, Internet, telesales, and business to business sales; customer, financial, business and technical care; outsourcing; warehouse operations, supply chain and logistics; and wireless number portability.

Nokes’ leadership has been recognized by BusinessWeek, which ranked T-Mobile as a 2008 “Customer Service Champ,” and by Fortune, which described Nokes as T-Mobile’s secret weapon in customer service.

As a catalyst for change, Nokes has shaped and transformed the organization’s culture to ensure consistent delivery of the company’s “Stick Together” brand promise to customers. Under Nokes’ leadership, employee attrition has been reduced by 50 percent, employee satisfaction scores have reached all time highs, and operational efficiencies have doubled.