Jeffery Starr
Charlotte,NC
Summary
Experienced professional with nearly 30 years of diverse experience, including 10 years in call center management and 19 years in IT Change and Problem Management. Proven track record in improving call center performance, implementing best practices, fostering a positive work culture, leading high-performing teams, managing stakeholder relationships, and ensuring system operations run smoothly. Seeking to utilize these skills as a Customer Support Manager to contribute to organizational success.
Overview
23
23
years of professional experience
Work History
ITSM Change Manager
Edgio
10.2007 - 01.2025
- Led the change management process for all operational changes, ensuring minimal disruption to critical business services and maintaining high availability.
- Facilitated a weekly change review meeting (CRM/CAB) to discuss upcoming changes, assess potential risks, and ensure alignment across teams.
- Developed and implemented change management policies, procedures ,and frameworks, aligning with existing operational processes.
- Conducted thorough impact assessments and stakeholder analyses for all proposed changes, identifying potential challenges, dependencies, and user impact.
- Designed and delivered targeted communication plans and supportmaterials for all stakeholders, ensuring smooth transitions and knowledge transfer.
- Collaborated with cross-functional teams (e.g., Service Desk, Infrastructure, Security, Development) to ensure seamless implementation of changes and effective communication.
- Managed change-related risks and issues, proactively addressing potential roadblocks, downtime, and user resistance, implementing mitigation strategies.
- Monitored and analyzed change success rates, identifying trends and areas for improvement. Reported on key metrics related to change volume and success rate.
- Continuously improved the change management process, streamlining workflows and enhancing communication. Automated aspects of the change process using relevant tools.
Operations Manager
Limelight Networks
12.2005 - 10.2007
- Led and mentored a team of 22 operations staff, with 5 members subsequently promoted to senior engineering or management positions within the company, demonstrating a commitment to talent development and career growth.
- Oversaw the 24/7/365 operation of a complex, global content delivery network, managing 22 points of presence (PoPs) across 13 countries, and maintaining 99.99% uptime while optimizing performance and minimizing latency.
- Developed and implemented standardized operational procedures for incident management, streamlining communication and escalation workflows to improve overall incident response efficiency.
- Led the response to operational incidents, coordinating troubleshooting efforts and escalating issues as needed.
- Maintained accurate and up-to-date documentation of systems and operational procedures, creating a centralized knowledge base that improved team efficiency and reduced troubleshooting time.
- Improved communication with stakeholders by implementing a weekly status update, providing clear and concise information about system performance and ongoing projects, resulting in increased stakeholder satisfaction and reduced escalations.
- Managed relationships with key stakeholders to ensure their operational needs were met, gathering feedback and addressing concerns.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Retail Activations Center Supervisor
Alltel Communications Corp
06.2002 - 12.2005
- Supervised a team of 12 inbound call center representatives, providing coaching, performance evaluation, and disciplinary actions.
- Monitored agent performance metrics (e.g., call handling time, first call resolution, customer satisfaction) and provided regular feedback to agents.
- Conducted regular coaching sessions with agents to improve their skills, product knowledge, and customer interaction techniques.
- Ensured that agents provided exceptional customer service and resolved customer issues efficiently and effectively. Monitored call quality and provided feedback to agents on customer interaction skills.
- Ensured that agents adhered to company policies and procedures, including customer service guidelines and compliance regulations.
- Tracked and analyzed team performance metrics and provided reports to management on team progress and customer satisfaction. Prepared weekly performance reports covering key metrics such as call volume, average handle time, first call resolution, and CSAT
- Worked with team members to identify 'lost time' and inefficiencies in the customer activation process, and collectively implemented solutions that led to demonstrably improved team productivity and customer satisfaction.
Education
Vocational - Radio Broadcasting
East Valley Institute of Technology
Mesa, Arizona06-1991
High School Diploma -
Dobson High School
Mesa, Arizona05-1991
Skills
- Technical acumen
- Customer focus
- Training and coaching
- Change management expertise
- Change request tracking
- Teamwork and collaboration
- Problem-solving
- Excellent communication
- Decision-making
- Conflict resolution
- Process improvement
- Team leadership
- IT service management
Timeline
ITSM Change Manager
Edgio
10.2007 - 01.2025
Operations Manager
Limelight Networks
12.2005 - 10.2007
Retail Activations Center Supervisor
Alltel Communications Corp
06.2002 - 12.2005
Vocational - Radio Broadcasting
East Valley Institute of Technology
High School Diploma -
Dobson High School
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