Hi, I’m
Greg Trotter
Vice President, Customer Operations
Seattle,WA
Summary
Accomplished Customer Operations Executive adept in driving exceptional experiences, efficient operations, and revenue growth. Change management expert with data-driven insights and strong advocacy for customer needs alignment.
Overview
23
years of professional experience
Work History
GovOSRemote
Vice President, Customer & Product Support
04.2023 - Current
Job overview
- Executive leader of the customer and produce support units reporting to the Chief Customer Officer
- Guided high-performing teams and shaped product strategy with data insights
- Advocated as Voice of the Customer, driving customer satisfaction strategies
- Designed and executed change management for unified support model and while establishing KPI and customer experience management strategies
MedBridge Seattle, WA
Vice President, Customer Success
10.2019 - 10.2022
Job overview
- Reported to Chief Revenue Officer
- Was Executive leader of the entire post-sales organization.
- Redesigned the customer journey and boosted net revenue retention by 22%, enhanced engagement strategies, and reduced churn by 10%.
- Pioneered CSAT and NPS scoring systems and developed KPIs and optimized team operations.
Intermedia.net Inc
Director of Customer Success & Support
07.2017 - 10.2019
Job overview
- Reported Chief Revenue Officer
- Built and scaled Customer Success & Retention functions from scratch
- Implemented strategies that cut churn to 1% from 10%.
- Fostered cross-functional alignment and led successful customer engagement initiatives
Rhapsody InternationalSeattle, WA
Director Global Customer Support & Success
08.2015 - 07.2017
Job overview
- Oversaw global Contact Center ops across 4 global sites, elevating satisfaction to 96%
- Reduced costs by $1M and led successful retention strategies for high-performing teams.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Amazon Web ServicesSeattle, WA
Operations Manager – AWS Global Customer Support
03.2013 - 07.2015
Job overview
- Managed the global AWS Support ops team, expanding team to 200 and driving continuous improvement
- Led effective support strategies and managed AWS enterprise customers.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
Expedia, IncSeattle, WA
Sr. Operations Manager
05.2010 - 03.2013
Job overview
- Led Customer Command Center ops across international sites, optimizing efficiency and enhancing customer experience
- Managed all global crisis situations for Expedia travelers
- Managed all technical incidents across the Expedia network.
- Oversaw staff and sub-contractor performance review assessments.
- Oversaw workforce management planning, volume predictions and capacity planning.
American ExpressPhoenix, AZ
Sr. Ops Manager
08.2008 - 05.2010
Job overview
- Directed strategic Customer Ops, improving engagement and optimizing staffing
- Developed site standards and innovative operational strategies.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
Alltel Wireless CommunicationsLittle Rock, AR
Sr. Manager of Wireless Technical support
03.2001 - 07.2008
Job overview
- Managed 750+ seat 24x7 Technical Support team, enhancing systems, implementing all processes and strategies, and driving customer satisfaction.
- Increased customer satisfaction ratings to 95%.
- Tracked KPIs and created continuous improvement plans.
- Oversaw development and implementation of improvements to support and network operations.
Education
University of Southern MississippiHattiesburg, MS
R.H. Watkins High SchoolLaurel, MS
Skills
- Policy and Procedure Development
- Trend Analysis
- Customer Eexperience & Engagement
- Process Improvement
- Strategic Planning
- Okrs and KPIs
- CRM Software
- Performance Metrics Analysis
- Leadership and People Development
- Strategy
- Change and Growth Management
- Organizational Structure
Timeline
Vice President, Customer & Product Support
GovOS
04.2023 - Current
Vice President, Customer Success
MedBridge
10.2019 - 10.2022
Director of Customer Success & Support
Intermedia.net Inc
07.2017 - 10.2019
Director Global Customer Support & Success
Rhapsody International
08.2015 - 07.2017
Operations Manager – AWS Global Customer Support
Amazon Web Services
03.2013 - 07.2015
Sr. Operations Manager
Expedia, Inc
05.2010 - 03.2013
Sr. Ops Manager
American Express
08.2008 - 05.2010
Sr. Manager of Wireless Technical support
Alltel Wireless Communications
03.2001 - 07.2008