Walter Guity

About Walter Guity

I\'m a Problem Solver through and through! My approach is to continuously advocate for…

Experience

1. Customer Experience Manager

   Whitepages

   Mar 2021 — Present · Seattle, WA, US

   Establish customer success metrics and reporting to provide key performance data to V-Level management and Product teams. This \"Voice of the Customer\" reporting identifies root causes of end-user pain points, supports seamless new product initiatives, and improves user ratings across review sites and app stores.Manage an offshore contact center to ensure a consistent, efficient, and customer-centric end-to-end support experience.Author internal documentation for product training and fraud prevention for customer-facing agents as well as external documentation that end users access on the company Help Center. Implement Customer Relationship Management (CRM) tools and automation, thus increasing team efficiency while maintaining a best-in-class customer experience. Be the Subject Matter Expert while engaging with key business stakeholders and Product teams across the company to identify and deliver critical customer impacting solutions.Focus on enhancing the customer experience by leveraging data-driven insights and fostering close collaboration with Program Managers and Software Developers. This effort aimed to refine internal tools and processes, leading to more efficient and effective support operations.

Education

• Seattle Pacific University

  Psychology

  2012 — 2013

• Seattle Community College-South Campus

  Psychology

  2013 — 2014

• University of Washington

  Bachelor of Arts (B.A.), Psychology

  2013 — 2015

Skills

• Teaching
• Time Management
• Public Speaking
• Youth Ministry
• Customer Service
• Event Planning
• Critical Thinking
• Leadership
• Microsoft Office
• Social Media
• Coaching
• Management
• Team Building
• Psychology
• Microsoft Word
• Adolescents