Brian Trumbull
Newark,DE
Summary
Experienced executive with a 20-year track record in business development and strategic planning. Skilled in implementing improvements to optimize efficiency in operations. Specializes in process optimization, telephony management, and leading initiatives to enhance customer experience.
Overview
19
19
years of professional experience
Work History
Vice President, Operations Contact Center Technology
JG Wentworth
01.2023 - Current
- Directed integration of contact center QA automation and Operational AI, driving analytics and optimization to improve performance.
- Enhanced SMS strategies through collaboration with product owners and operational leaders, improving customer engagement.
- Implemented advanced AI-driven analytics tools, streamlining customer interactions and identifying operational improvements.
- Collaborated with stakeholders to align technology solutions with business goals, achieving seamless integration across departments.
- Led continuous improvement initiatives that improved operational efficiency and customer satisfaction.
Vice President of Contact Center Technology
Recovery Centers of America
01.2021 - 01.2023
- Led enterprise level product and technology transformation initiatives for customer service operations, telephony, and workforce management.
- Managed cross-functional teams to implement new technologies that improved customer experience.
- Automated transportation and logistics systems across facilities, driving operational improvements.
Vice President of Business Optimization
Sallie Mae Inc.
01.2015 - 01.2021
- Spearheaded enterprise digital transformation, focusing on operational analytics, product management, and customer engagement.
- Led agile teams to develop enterprise IVR, chatbots, and workforce management systems.
- Oversaw Salesforce CRM re-platforming and innovations like AWS chatbots and Tableau integration.
- Achievements:
- Helped Sallie Mae achieve the JD Power Customer Servicing Award in 2019.
- Won the NICE Best Business Impact Award in 2019.
- Received the NICE Engagement Award in 2020.
Senior Director of Operations
Sallie Mae Inc.
01.2009 - 01.2015
- Managed servicing support functions, focusing on process optimization, cost reduction, and technology adoption.
- Built strong cross-functional relationships, aligning processes with business goals and improving service delivery.
- Oversaw day-to-day production activities in accordance with business objectives.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
Co-Founder | President of Products and Services
Advanced Wireless Communications Inc., NASA
01.2006 - 01.2008
- Grew company to $30MM Valuation in less than 2 years
- Launched Google's first municipal Wi-Fi network, securing contracts with NASA and AT&T.
- Directed product strategy and execution, achieving a successful exit and scaling innovative solutions.
Education
Executive Program For C-Suite - Leading Strategic Growth
Columbia Business School
NY04-2019
Skills
- Forecasting
- Operations management
- Performance monitoring
- Metrics tracking
- Strategic planning
- CRM software
- Critical thinking
- Cross-functional team leadership
- Process improvement
- Innovation management
- Program management
- Operational leadership
Accomplishments
NiCE Engagement Awards
Best Employee Engagement Recipient -May 2020
Best Business Impact Award Recipient -May 2019
Timeline
Vice President, Operations Contact Center Technology
JG Wentworth
01.2023 - Current
Vice President of Contact Center Technology
Recovery Centers of America
01.2021 - 01.2023
Vice President of Business Optimization
Sallie Mae Inc.
01.2015 - 01.2021
Senior Director of Operations
Sallie Mae Inc.
01.2009 - 01.2015
Co-Founder | President of Products and Services
Advanced Wireless Communications Inc., NASA
01.2006 - 01.2008
Executive Program For C-Suite - Leading Strategic Growth
Columbia Business School
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