TODD STARLEY
Lehi,UT
Summary
Results-oriented manager in customer success and operations, recognized for leading teams to optimize workflows and enhance customer outcomes. Successfully reduced outstanding work orders from 308 to 45, demonstrating a commitment to operational excellence.
Overview
1
1
Certification
20
20
years of professional experience
Work History
Community Experience Manager (CEM)
OAKWOOD HOMES
05.2022 - Current
- Serving as CEM across operational areas during periods in 2025 and 2026, adapting to changing business needs.
- Lead a team of up to 6 Customer Service Technicians, managing workload, performance, quality, and customer outcomes.
- Managed complex, high-priority projects from upper management, addressing escalated customer and repair situations.
- Reduced total outstanding work orders from 308 to 45 in 6 months, significantly improving operational efficiency.
- Reduced work orders more than 60 days old from 92 to 0 in 4 months through process improvements and team accountability.
- Maintained team performance through more than 50% technician turnover by effectively managing workload, training, and priorities.
- Monitor team goals, performance metrics, and completion rates to identify areas for improvement.
- Developed and maintained strong relationships with trade partners to ensure timely, quality completion of customer repairs.
Customer Success Technician
OAKWOOD HOMES
04.2020 - 05.2022
- Resolved escalated warranty issues across Oakwood Homes communities in Utah, ensuring timely customer satisfaction.
- Inspected, diagnosed, and coordinated warranty repairs using extensive construction knowledge.
- Streamlined communication and follow-up processes, enhancing resolution speed for customer issues.
- Collaborated with customers, trade partners, and internal teams on complex repair projects, facilitating successful outcomes.
- Trained new Success Technicians on KOVA, Field Point, company procedures, and customer service processes.
- Earned nomination for 2022 President's Club, recognizing exceptional contributions to team goals.
- Independently managed the Springhouse/Daybreak workload from June through December 2020.
Senior Technical Support Engineer
SYMANTEC CORPORATION
11.2015 - 11.2019
- Provided enterprise-level technical support for Encryption and Data Loss Prevention software.
- Diagnosed and resolved complex technical issues for enterprise customers remotely.
- Maintained strong customer relationships by troubleshooting and resolving technical issues efficiently.
- Created public-facing Knowledge Base documentation, enhancing customer self-service and ensuring consistent support.
- Secured consistently positive customer survey results through effective issue resolution and support.
IT Specialist
SNOW CHRISTENSEN & MARTINEAU
02.2009 - 05.2015
- Managed technology operations for 125+ PCs and laptops, 50+ mobile phones, printing systems, user accounts, audiovisual equipment, and video conferencing, ensuring seamless functionality.
- Performed Windows system administration and technical support.
- Coordinated technology projects while ensuring support for day-to-day business operations, enhancing operational efficiency.
- Oversaw technology vendors and external service relationships, optimizing service delivery and support.
- Reduced annual company cell phone expenses by 42% through cost analysis and vendor management.
Business Owner / Facilities Management
HERITAGE HOMEWORX LLC
05.2006 - 02.2009
- Managed property maintenance, facilities, equipment, and home preparation between rentals to ensure tenant readiness.
- Planned and managed restoration of historic pioneer log home in Fish Haven, ID, preserving cultural heritage and enhancing property value.
- Coordinated materials, equipment, and transportation for projects, ensuring timely completion and operational efficiency.
- Performed hands-on construction, repair, and equipment maintenance.
Education
Associate Degree - Business Administration and Management
UTAH VALLEY UNIVERSITY
Associate Degree - Technical Drafting
UTAH VALLEY UNIVERSITY
Skills
- Customer success
- Escalation management
- Performance optimization
- Process improvement
- Project management
- Operations management
- Trade partner management
- Team leadership and development
- Training and mentoring
- Technical problem solving
- Financial and invoice processes
- Customer satisfaction
Personal Information
Title: CUSTOMER EXPERIENCE MANAGER | OPERATIONS
Certification
- B100 Utah Contractors License, OSHA 30 Certification
- OSHA 30 Certificate
Timeline
Community Experience Manager (CEM)
OAKWOOD HOMES
05.2022 - Current
Customer Success Technician
OAKWOOD HOMES
04.2020 - 05.2022
Senior Technical Support Engineer
SYMANTEC CORPORATION
11.2015 - 11.2019
IT Specialist
SNOW CHRISTENSEN & MARTINEAU
02.2009 - 05.2015
Business Owner / Facilities Management
HERITAGE HOMEWORX LLC
05.2006 - 02.2009
Associate Degree - Business Administration and Management
UTAH VALLEY UNIVERSITY
Associate Degree - Technical Drafting
UTAH VALLEY UNIVERSITY