HDI’s Rising Stars program celebrates emerging leaders who are making a significant impact in the IT service and support industry. Among this year’s nominees, Jeri Cinnamon exemplifies the qualities of a rising star: innovation, leadership, and a commitment to driving measurable results.
Jeri serves as Supervisor - Customer Support at Vertex, Inc., where she has spent seven years building her expertise and reputation as a transformative leader in quality assurance. Her ability to lead change, foster collaboration, and deliver impactful outcomes has made her an invaluable asset to her organization.
Driving Change Through Innovation and Collaboration
What sets Jeri apart is her ability to rethink and redefine how quality assurance can support both agent development and business goals. Her leadership in designing and launching Quality 2.0 — a modern QA framework—has revolutionized how performance is measured, coached, and aligned with organizational objectives.
Jeri’s work has been instrumental in driving a 4.74-point increase in CSAT in early 2025, thanks to her efforts to shorten feedback loops, increase evaluation volume, and improve the clarity and consistency of coaching. She has also built strong partnerships with Training, Knowledge Management, and Process Improvement teams, ensuring that quality insights are integrated into broader enablement and operational strategies.
Leading the Quality 2.0 Transformation
Jeri’s standout achievement came with her leadership in the design and implementation of Quality 2.0. This initiative introduced a dual-scoring model, a comprehensive Quality Standards & Definitions Document (QSDD), and dynamic dashboards that support both detailed coaching and high-level performance analysis.
Under Jeri’s guidance, the department achieved an 80% increase in evaluation production and a 4.74-point improvement in CSAT compared to the same period the previous year. Her efforts to streamline workflows, reduce feedback delays, and improve evaluation consistency were pivotal to the program’s success. Additionally, Jeri collaborated with Process Improvement to ensure that quality metrics aligned seamlessly with broader operational goals.
Growing as a Leader and Innovator
Jeri’s career trajectory reflects her steady growth and increasing impact. Her innovative “Feedforward, Not Just Feedback” initiative reoriented the team’s coaching model toward growth and learning, fostering a culture of continuous improvement.
She introduced structured calibration processes, a transparent dispute resolution system, and real-time dashboards that provide actionable insights to analysts and leadership. Jeri’s collaborative approach extends beyond her immediate team—she contributes to the KCS Council, holds KCS v6 certification, and integrates knowledge practices into the quality program.
Recognition and Achievements
Jeri’s contributions have not gone unnoticed. Her ability to lead change, deliver measurable results, and foster cross-functional collaboration has earned her recognition as a rising star in IT service and support. Her work reflects a thoughtful, innovative approach to leadership and a clear trajectory of growth in her role.
Why Jeri is a Rising Star
Jeri Cinnamon’s story is a testament to the power of innovation, collaboration, and leadership. Her ability to transform quality assurance processes while aligning them with broader business goals has made her a standout in this year’s HDI Rising Stars class of Momentum Makers.
Jeri is shaping the future of IT service and support at Vertex, Inc., and her journey so far is just the beginning. With her growing leadership capabilities and commitment to driving positive change, Jeri’s star is undoubtedly on the rise.
Celebrate the Momentum Makers at Service Management World
Jeri and the other Rising Stars nominees will be recognized as HDI Rising Stars Momentum Makers at Service Management World, November 16–20 in Orlando. This event is a chance to celebrate emerging leaders, connect with peers, and be inspired by the future of the industry.
Join us in Orlando and save while you’re at it! Use the code JOINUS to get $400 off your registration.