10 Truist customer service leaders
Kimberly Dorsett, Executive Vice President Head of Truist Contact Centers, opens this list of Truist customer service leaders, which also includes care center directors and contact center senior vice presidents at the bank. A reader can learn how customer service leaders work at Truist from people who have held the role.
Professionals to explore
Christopher Adams
LinkedInExperience: Senior Vice President Contact Center Group Manager · Truist
Christopher Adams has been Senior Vice President Contact Center Group Manager at Truist since December 2001, based in Orlando, Florida, with a profile headline of SVP, Director of Truist Contact Centers. The profile describes leading large scale contact center departments and operations as a leader of managers.
David (Scott) Stroupe
LinkedInExperience: Senior Vice President, Wealth Omni Client Care Director · Truist Wealth
David (Scott) Stroupe has been Senior Vice President, Wealth Omni Client Care Director at Truist Wealth since August 2019, based in Charlotte Metro. David (Scott) Stroupe was Wealth Division Development & Implementation Manager at BB&T from 2016 to 2019 and Small Business Sales Process Design Manager - Senior Vice President at Bank of America from 2014 to 2016.
Dawn Hendrick
LinkedInExperience: Truist Care Center Director · Truist
Dawn Hendrick has been Truist Care Center Director at Truist since March 2025 and has also held the Care Center Client Experience Leader role there since October 2022, based in the Atlanta Metropolitan Area. Dawn Hendrick was Contact Center Department Manager at SunTrust from 2001 to 2022, and the profile describes a customer-focused background in contact center management.
Denae Norman
LinkedInExperience: Director of Mortgage Client Services · Truist
Denae Norman holds the current title Director of Mortgage Client Services at Truist, based in Greensboro, North Carolina, with a profile headline that also names conscious leadership, self and successor education and Six Sigma. The profile lists the Truist role as current without a start date, so the timing of the role is not shown on the page.
Denise Adams
LinkedInExperience: SVP, Director of Truist Contact Centers · Truist
Denise Adams has been SVP, Director of Truist Contact Centers at Truist since September 2012, based in the Dallas-Fort Worth Metroplex, and the profile tags the role at Level: Executive. Denise Adams was VP, Head of Contact Center Channel Sales, Service & Performance Management at BMO U.S. from 2010 to 2012 and held the same title at Regions Bank from 1997 to 2010.
Jamie Swider
LinkedInExperience: Director of Care Center Operations, Workforce Management, and Interactive Voice Response (IVR) · Truist
Jamie Swider has been Director of Care Center Operations, Workforce Management, and Interactive Voice Response (IVR) at Truist since December 2025, based in Charlotte, North Carolina, directing strategic planning and execution of forecasting and workforce optimization. At Truist, Jamie Swider was Director of Care Center Risk, Enablement and Administration from 2023 to 2025.
Kimberly Dorsett
LinkedInExperience: Executive Vice President Head of Truist Contact Centers · Truist
Kimberly Dorsett has been Executive Vice President Head of Truist Contact Centers at Truist since January 2025, based in Greater Orlando, with a profile headline of Executive Vice President Head of Care Centers. At Truist, Kimberly Dorsett was also Executive Vice President Premier Virtual Delivery Executive from 2024 to 2025 and Executive Vice President & Branch Banking Executive, Consumer & Business Banking from 2014 to 2024.
Monica Vasquez
LinkedInExperience: Senior Vice President, Care Center Director · Truist
Monica Vasquez has been Senior Vice President, Care Center Director at Truist since September 2023, based in San Antonio, Texas, and the profile tags the role at Level: Director. Monica Vasquez was also Senior Vice President Strategy at Truist Financial from 2023 to 2025 and Vice President Channel at USAA from 2010 to 2023.
Russ Johnson
LinkedInExperience: Director/VP, Mortgage Inbound Client Communication and Escalations Operations · Truist
Russ Johnson has been Director/VP, Mortgage Inbound Client Communication and Escalations Operations at Truist since January 2019, based in Mechanicsville, Virginia, with a role description that opens with executive operations leadership for credit bureau disputes. Russ Johnson was VP, Regional Operations and Sales Support Leader at Wells Fargo from 2014 to 2019 and VP, Regional Processing Operations Leader there from 2011 to 2014.
Suzanne Jones
LinkedInExperience: Head of Consumer Direct Lending Service Delivery · Truist
Suzanne Jones has been Head of Consumer Direct Lending Service Delivery at Truist since November 2023, a role the profile tags at Level: Director, based in Farmville, North Carolina. At Truist, Suzanne Jones was Senior Vice President, Truist Credit Operations Client Support Leader from 2020 to 2023, and was BB&T Client Contact Manager, Vice President at BB&T from 2011 to 2014.
Choose the right perspective
Match the person's area, such as care centers, mortgage client communications, wealth client care or workforce management, to the decision you face. Check each person's dates and current title, since the timing of a role shapes what the person can speak to.
Questions to take into the conversation
- 01What did you focus on first when you took on your customer service role at Truist?
- 02How do you decide which client issues a care center should resolve on the first contact and which go to specialist teams?
- 03What has your own work taught you about measuring and improving service quality in a contact center?
Reaching Truist customer service leaders
How can I contact one of these Truist customer service leaders?
Pick one of the 10 people on this page and choose "Book a paid call", or describe your project to find others. You offer a fee for a 15-minute call or a written answer, Instant Expert finds the person's work email and sends the invitation, and they decide whether to accept. The list covers 2 companies: Truist and Truist Wealth, based on profile data retrieved on October 27, 2026. Being listed here doesn't mean someone has agreed to take calls.
How much does it cost to reach Truist customer service leaders?
You choose the offer, starting at $5 per person. The offer is what the person receives, and Instant Expert's fee is added on top, so a $100 offer costs you $125. The fee is 20% of what you pay. You're charged only when the person books the call or sends the answer.
What if they don't reply?
You pay nothing. Instant Expert sends follow-up reminders, and if the person hasn't booked or answered within 7 days, the request expires and any hold on your card is released. You can invite several of the 10 people on this list at once and cap your total spend, so you pay only for the ones who accept.
About this directory
This is a professional research starting point based on business profile data retrieved on . Titles and companies reflect that source snapshot; roles marked former had ended by then. Check the linked profiles for current details. Inclusion does not imply Instant Expert membership or availability.