Trevor Newcomb
About Trevor Newcomb
Trevor Newcomb is a Senior Operations Manager at Apollo, where he has worked since 2017. He has a background in customer service and operations, with previous roles at Starbucks, Google, and Intercom, and has achieved significant improvements in billing solutions and customer satisfaction.
Work at Apollo.io
Trevor Newcomb has served as the Senior Operations Manager at Apollo.io since 2017. In this role, he has developed and implemented a billing solution that successfully collected over $750,000 in missing payments. This initiative significantly reduced the processing time for billing from two weeks to one day. Additionally, he led his team to achieve a consistent response time of one hour or less, maintaining a customer satisfaction rate of over 93%. His contributions have been pivotal in enhancing operational efficiency and customer service standards within the organization.
Previous Experience at Starbucks and Google
Trevor Newcomb began his career as a Barista at Starbucks in Los Gatos, CA, where he worked from 2011 to 2014. Following this, he transitioned to Google, where he served as a Trainer and Customer Service Barista from 2014 to 2015. His experience in these roles provided him with a strong foundation in customer service and operational management, which he later applied in his subsequent positions.
Customer Support Role at Intercom
Trevor worked as a Customer Support Representative at Intercom from 2016 to 2017. During his tenure, he implemented data-driven approaches that led to a reduction in customer support expenses by over 40% within two quarters. This achievement reflects his ability to leverage analytics to improve operational performance and cost efficiency in customer support.
Education and Technical Training
Trevor Newcomb studied at De Anza College from 2008 to 2011, where he earned a Transfer degree. He furthered his education at Dev Bootcamp from 2015 to 2016, focusing on Computer Programming. His technical training included a four-month Full Stack Web Engineering program at Dev Bootcamp. This educational background has equipped him with the skills necessary for his roles in operations and technical support.
Achievements in Operations and Product Management
In his operational roles, Trevor has led teams to launch security programs and achieve ISO 27001 security certification. He has also increased product quality and customer satisfaction by reducing average bug resolution time by 400%. Additionally, he designed and implemented a new product release process that reduced outages by 33%. His technical expertise includes serving as the technical owner for REST API integration support for platforms such as Salesforce, Hubspot, Sendgrid, and Nylas.