Norman Trinh, MBA

Energizer
DISC Type : I

Senior Product Manager at American Airlines

Dallas, Texas, United States

Overview

Norman Trinh is a Senior Product Manager at American Airlines, specializing in contact center platforms. His career is marked by extensive experience in managing large-scale retail contact center operations for major brands like Apple. He holds an MBA from the University of Texas and is a Certified ScrumMaster.

Personality Overview

Enthusiastic

Relationship Oriented

Believer

They are really good at seeing what the long-term impacts of their decisions could be.  They are friendly, approachable and love to make new connections. Unlike C or D types, they are vocal with their opinions but not so much with their questions.

Topics They Care About

Contact Center Platforms
Currently a Senior Product Manager for contact center platforms at American Airlines, with prior experience managing contact center technologies like Genesys and Avaya at Apple.
Operational Efficiency
Focused on optimizing team performance, having previously led teams at Apple to consistently achieve 80% service level goals in high-volume contact centers.
Customer Experience
His career at both Apple and American Airlines has been centered on managing the infrastructure and operations that directly impact customer support and satisfaction.

Media Appearances

Norman has no verified media appearances

Work History

11-2024
Senior Product Manager at American Airlines
1-2022 - 12-2024
Contact Center Platforms Product Manager at American Airlines
12-2017 - 10-2021
Americas Retail Operations and Desktop Support Area Manager at Apple
5-2017 - 10-2017
Worldwide Retail Contact Center Onboarding Manager at Apple
3-2010 - 5-2017
Retail Contact Center Operations Analyst at Apple

Education

2015 - 2017
Master of Business Administration (M.B.A.) from Texas McCombs School of Business
2003 - 2007
BA from Hardin-Simmons University

More Information

Social Presence :

Prographics :

Exp : 20 Location : Dallas, Texas, United States Job Level : Middle Designation : Senior Product Manager at American Airlines
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Insights For Selling To Norman

During A Call Or A Meeting

DO's

  • Be friendly and entertaining in your conversation
  • Talk about their team and how your product will help them do things better and easier
  • Invite them for a lunch or a drink/coffee

DONT's

  • Avoid cutting into their flow
  • Don’t be excessively objective, be a storyteller
  • Don’t assume a yes just because they have not said no

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Norman is

  • Relationship and rapport can play an important role, sometimes more than the other factors.
  • Will you ever get a clear answer from Norman

  • They will probably never say no directly, you have to make that decision yourself.

Insights For Deal Planning

    How fast (or slow) will Norman move?

  • They are not the quickest decision makers, their friendly attitude could be misleading.
  • Can Norman take some risk or not?

  • They can take certain risks that are unlikely to have personal consequences.

You And Norman

Personality Compatibility


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