Looking for a job

Trevour Kelly

@trevourkelly

Message

I grow and retain SaaS merchant portfolios through pricing strategy, customer advocacy, and operational leadership.

United States

Message

What I'm looking for

I'm looking to lead customer success, account growth, retention, pricing, and operational improvement in a SaaS, payments, or technology environment.

I've protected and expanded high-volume merchant portfolios at Mudflap, owning relationships across approximately 1,200 accounts representing roughly 75 million gallons of monthly diesel volume.

I co-developed the RM20 pricing initiative to strengthen driver discounts and increase merchant volume capture, and built the Pricing Merchant Board used company-wide for new-stop creation and pricing decisions. I use market and account data to balance merchant profitability, driver value, and competitive positioning.

At Apple, I led and coached 15–20 Tier 2 support specialists, served as the final escalation authority for complex customer issues, and led readiness for major product and software launches. I've also built onboarding, mentorship, and technical-development programs that improved team capability and service consistency.

My background spans SaaS, payments, technology support, marketing, branch operations, and military intelligence. I bring a customer-focused approach to retention, account growth, escalations, cross-functional problem-solving, and operational improvement.

Experience

Work history, roles, and key accomplishments

Pricing Operations Analyst & Merchant Success Manager

Mudflap Inc.

May 2022 - Dec 2025 (3 years 7 months)

Owned relationships across ~1,200 merchant accounts representing ~75M gallons of monthly diesel volume, acting as the strategic point of contact for pricing, platform, and operational needs. Co-developed the RM20 pricing initiative and built the Pricing Merchant Board to guide pricing decisions.

Pricing Strategy Merchant Management Customer Success Zendesk Jira OPICS EIA Data Analysis Cross functional Leadership

Sales & Support Tier 2 Escalations Supervisor

Apple

Jan 2008 - Dec 2025 (17 years 11 months)

Led and coached a team of 15–20 Tier 2 support specialists, driving SLA compliance, quality assurance, and consistent first-contact resolution across Apple hardware and software support. Served as final escalation authority for complex, high-impact customer issues.

Team Leadership Escalation Management SLA Compliance Quality Assurance Training Mentorship Customer Support

Weekend Supervisor / SME / Technology Specialist Lead & Trainer

Mindstart Solutions

Jan 2017 - Dec 2021 (4 years 11 months)

Led a 12-person technical support team across multiple enterprise clients, maintaining SLA adherence and client satisfaction. Designed candidate assessments and onboarding programs for client-facing technical support roles.

Technical Support Team Leadership SLA Adherence Onboarding Training SOP Development Escalation Management

Marketing Director

Bally's Total Fitness

Directed marketing strategy and campaigns to drive membership acquisition, retention, and local brand awareness. Led customer-focused initiatives supporting member engagement and business growth.

Marketing Strategy Campaign Management Customer Engagement Brand Awareness

Military Intelligence Officer (Captain, O-3)

U.S. Army

Led cross-functional teams in mission-critical operational environments requiring disciplined decision-making and accountability. Directed intelligence collection, surveillance, and reconnaissance operations, coordinating personnel and resources.

Military Intelligence Leadership Decision making Operations Coordination Surveillance Reconnaissance

Branch Manager

CarTemps USA / Alamo Rent-A-Car

Managed 18 employees and a 186-vehicle fleet across 3 locations, overseeing performance, customer experience, and budgets. Maintained 95%+ monthly vehicle utilization in a high-volume, time-sensitive environment.

Team Management Fleet Management Budget Management Customer Experience Operations