Tyler Guzi

Experience

• 

  Prophecy

  Head of Product Support & Operations

  Sep 2023 - Oct 2025

  • Strategic Leadership & Operational Scale:
  • As the foundational member of the Customer Support organization; led the transformation of the Customer Support function, developing the strategic vision and driving execution across all facets of customer support. Partnered with senior leadership in Product, Engineering, and Customer Success to align support strategies with company growth objectives. Spearheaded cross-functional collaboration to optimize operations and enhance the customer experience.
  • Vision & Strategy: Created and executed a support strategy focused on scalability, customer experience, and operational efficiency.
  • Process & Automation: Introduced process automations that improved team efficiency and reduced agent effort, cutting first response times by 60%.
  • Leadership & Team Development: Scaled the support team globally, mentoring and managing 6+ distributed agents, ensuring 24/7 coverage through BPO partnerships.
  • Tech Innovation: Implemented a new Zendesk instance and designed a self-service Help Page & Support Portal that improved customer satisfaction and first contact resolution rates.
  • Key Results: Maintained a 95%+ CSAT score, <15-minute first response times and reduced engineering escalations by 40% through process optimizations and better-trained agents.
• 

  dbt Labs

  Senior Manager of Customer Support Operations and Strategy

  Oct 2021 - May 2023

  • Operational Excellence & Leadership:
  • Led strategic initiatives to drive efficiency, scalability, and customer experience improvements across the Customer Support organization. Developed playbooks and processes in collaboration with stakeholders, focusing on operational readiness, reporting, and team performance.
  • Tech Stack Optimization: Oversaw the evaluation, purchase, and implementation of a comprehensive support tech stack to improve agent efficiency and customer outcomes.
  • Global Staffing Model: Created a staffing model that forecasted support needs based on ticket volume and product pricing, ensuring 24/5 global coverage.
  • Leadership & Development: Mentored and developed 4 Customer Support Managers, fostering a high-performing team aligned with company objectives.
  • Operational Achievements: Introduced tiered support ticket assets to track trends and improve decision-making; redesigned workflows and introduced automations to reduce agent effort and increase efficiency.
  • Improved Team Efficiency: Optimized support workflows and introduced systems and ticket automations that reduced ticket resolution time by 25%, increasing overall team efficiency.
• 

  VieCure

  Director of Software Quality Assurance and Customer Support

  May 2021 - Aug 2021

  • Quality Assurance & Customer Support Leadership:
  • Led the development and implementation of a comprehensive QA methodology and Customer Support strategy, improving customer experience and product quality.
  • Team Leadership: Established and mentored 3 specialized teams focused on QA and customer support.
  • Tech & Process Implementation: Launched Zendesk CRM platform and Knowledge Base to streamline support operations and customer self-service.
  • Operational Impact: Developed new QA and customer support workflows that reduced downtime and improved response times.
• 

  Vertafore

  Senior Manager of Customer Operations and Strategic Projects

  Mar 2019 - Apr 2021

  • Operational Leadership & Strategic Initiatives:
  • Led the operational strategy and process improvements across multiple customer support functions, systems, and technologies, ensuring scalability and efficiency for a global support team. Partnered cross-functionally with product, engineering, and business leaders to drive support solutions that contributed to customer success and retention.
  • Customer Experience Enhancement: Spearheaded initiatives to reduce average hold times, implemented specialized phone lines for strategic clients, and improved first-response times, ensuring a seamless customer experience, resulting in a 15% increase in customer satisfaction.
  • Operational Efficiency: Launched key projects to streamline support workflows, improve ticket triage, and enhance incident communications, reducing downtime and improving service quality.
  • Incident Management: Served as Critical Incident Manager during major service interruptions, ensuring swift resolution and effective communication across internal and external stakeholders.
  • Vendor & Technology Management: Managed relationships with key vendors to implement and optimize IVR, RDP, and CRM systems, leading to a 20% improvement in support agent efficiency.
  • Key Achievements:
  • o Industry Expertise: Guest speaker at Dreamforce 2019 – Vonage Customer Panel - ‘Digital Transformation in a Call Center’
  • o Satisfaction Survey Redesign: Introduced a new CSAT categorization process, reducing unnecessary costs by $30,000 annually.
  • o Incident Communication Strategy: Redesigned the company's Incident Communications Playbook and launched a dedicated communications page on the company intranet, resulting in more effective customer updates, internal alignment and a 75% reduction outage related SLA breaches.
• 

  Vertafore

  Customer Support Manager

  May 2017 - Mar 2019

  • Team Development & Process Optimization:
  • Led a frontline support team of 15 across multiple sites, driving significant improvements in performance, efficiency, and customer satisfaction. Responsible for team development, including hiring, performance management, coaching, and mentorship.
  • Team Leadership: Built a high-performing support team by designing structured onboarding, development plans, and ongoing training programs to enhance agent skills and knowledge.
  • Operational Impact: Led initiatives to improve ticket response times, reducing average hold times and improving overall customer satisfaction.
  • Process Optimization: Implemented automated workflows and ticketing processes that reduced agent workload while increasing resolution speed by 20%.
  • Key Achievements:
  • o Gamification & Team Engagement: Developed and implemented a gamification program across multiple business units to drive performance and engagement among support teams.
  • o Operational impact: Spearheaded the 20x reduction of average hold
• 

  TTEC

  Senior Technical Project Manager

  Aug 2016 - Feb 2017

  • Technical Project Management:
  • Managed technical resources and oversaw the implementation of new call center environments for diverse clients in the medical, financial, and retail industries. Accountable for scope, timeline, budget, and success metrics across multiple concurrent projects.
  • Project Management: Developed detailed work plans, executed risk management strategies, and ensured seamless project delivery.
  • Multi-Project Leadership: Successfully launched six projects within a three-month period (December to February) while meeting tight delivery deadlines and budgets.
  • Client Impact: Delivered tailored call center solutions that aligned with industry-specific requirements, ensuring client satisfaction and operational readiness.
• 

  Cority Axion Health

  Head of Customer Care

  Apr 2014 - Jun 2016

  • Customer Experience & Operational Scale:
  • Led customer care operations, directly engaging with over 500 users at 100+ client organizations. Collaborated with cross-functional teams in Product, Development, and Implementation to improve software functionality and address client feedback. Enhanced support operations through process optimization and CRM improvements.
  • Customer Engagement: Maintained a 97% customer satisfaction rating across 5,000+ tickets and converted an at-risk key account into a referenceable client.
  • Operational Optimization: Redesigned the Knowledge Base to support a self-service model and implemented client satisfaction surveys to gather actionable feedback.
  • Analytics & Reporting: Optimized Zendesk to create robust dashboards, track trends, and proactively identify potential issues, improving operational efficiency.
  • Training & Enablement: Created training materials for internal and client use, becoming the go-to expert for reporting and system insights.
• 

  Builders FirstSource/Probuild

  Service Desk Manager

  Dec 2013 - Feb 2014

  • Responsible for hiring, training and managing a team of 14 Service Desk Agents who answered 300 technical support calls a day. Owned the Knowledge Base project and developed plan to revise existing backlog of articles. Introduced new call flow standards to deliver a consistent customer experience.
  • Additional responsibilities included:
  • Reviewing call volume trends and wrote employee schedules to meet demand
  • Analyzing and identifying trends in issue reporting and devising preventative solutions
  • Addressing ticket escalations and collaborating with technical departments to promote excellent customer service and prompt response times
  • Select accomplishments include:
  • Introduced Rewards and Recognition program to increase employee engagement and strengthen morale
  • Developed employee one-to-one form to track developmental conversations
  • Developed SOP for communications of critical outages to users and IT Leadership
• 

  Apple

  Lead Genius

  Mar 2010 - Dec 2013

  • Responsibilities included hiring, training and managing a team of 60 IT hardware and software specialists/genius’ who delivered 400 technical appointments per day.
  • Select accomplishments:
  • Increased customer satisfaction scores by over 25%
  • Introduced innovations to decrease customer wait times by 50%
  • Decreased customer wait times by 25% through collaboration with other leaders across the company
  • Recipient of the “Ovation Award” for exceptional customer service for Q4 2011
  • Team ranked in top 20 for overall efficiency for Q2 2011
• 

  Best Buy

  Department Supervisor

  Oct 2007 - Mar 2010

  • Tenure included responsibilities as Geek Squad supervisor, personal shopper supervisor and computers supervisor. Responsible for hiring, training and managing teams of up to 20 people.
  • Select accomplishments
  • “Best of the Best % to Sales Budget” - August 2008
  • Increased warranty attachment from 8% to 10% of sales
  • Increased services sales attachment from 20% to 35%
  • Implemented more efficient processes that resulted in the quickest repair times in Colorado at .65 days
• 

  Circuit City

  Service Team Lead

  Aug 2006 - Oct 2007

  • Responsibilities included leading training initiatives for customers and employees at multiple store locations. As rollout ambassador, responsibilities included educating teams in multiple stores and reporting progress to store leaders.
  • Select accomplishments
  • First Firedog workbench certified for “Excellence in SOP”
  • Invited to work on Process and Standards team to provide input and help to develop future standard operating procedures
  • Worked as a Manager-in-training at the Regional Office’s “Learning Center”
  • Created a Services Sales “Menu” to increase visibility of services options and increase sales
• 

  Best Buy

  Geek Squad Supervisor

  Oct 2003 - Aug 2006

  • Led teams ranging in size from 12-25, including employees based in the field. Responsibilities included scheduling, training, performance management and increasing year over year business results.
  • Select accomplishments
  • Created services packages before company standardized package offerings Introduced “Open Box
  • Certification” later adopted by Circuit City
  • Top 10 company rank for repair turn around at .60 days
  • Top 20 company rank for Data Backup attach % at 60.35%
  • “Best of the Best % to Sales Budget” August 2005
  • Skills: Support Leadership · Team Management · Coaching · Mentorship · Workforce Scheduling · Customer Experience (CX) · Escalation Management · Omnichannel Retail Support · Performance Metrics · SLA Adherence · Stakeholder Communication · Change Management
• 

  Highline

  Field Marketing Manager

  Aug 2002 - Apr 2003

  • Represent corporate brands and other clients through promotional events
  • Mountain Dew Vertical Challenge Base Operations
  • Pepsi Co Grocery Store Sampling Representative

• Good Stuff Marketing USA

  Field Marketing Manager

  Jun 2001 - Jul 2002

  • Represent corporate brands through events and guerrilla marketing campaigns.
  • Formed teams for events and ran on-site operations.