KELLY W WICK

• Innovative practitioner of world-class customer service with broad-based expertise in leadership development, digital marketing, staff training and coaching, and customer service improvement and initiatives. Proven ability to quickly analyze key proficiencies and develop visionary strategies to meet and exceed client objectives. High-integrity, energetic leader known for ability to effectively communicate significant principles in a practical manner. Diverse industry and functional expertise, with a bold commitment to driving customer satisfaction, staff development, marketing strategies, and winning cultures. A creative problem solver, comfortable standing outside of the box. Areas of Excellence include:
• Leadership Development
• Implementing Marketing Solutions
• Communication Expertise
• Coaching Strategies
• Customer Service Strategies Innovative Presentations
• Employee Growth
• Strategic Planning Management training/development
• Leading and Developing Teams
• Relationship Building

Thorough Senior Consultant professional with competency in developing project and implementation plans. Gifted with strong analytical and project management skills. Successful in meeting new challenges and finding effective solutions.

• Chief Creative Officer, Wicks Entertainment, Plano, Tx, 01/01/18, Present, Co-produced Theatrical Commercial motion picture ELECTRIC JESUS, Developed content with ownership for Intellectual Property rights on multiple film projects, Created partnerships within Christian film industry for writing, producing and distribution of morally centered content
• Business Development Manager, Rev Local, Plano, Tx, 01/01/12, 12/31/18, Prospected, Managed & Implemented Online Marketing solutions to business owners, Maintained and nurtured ongoing client base for renewal business, Identified and developed prospects within vertical market segments to maximize efficiency
• Sales and Customer Experience Consultant, Plano, Tx, 01/01/09, 12/31/11, Delivered ethics based customer service strategies to businesses to solve 'core issues' for employees, Developed sales and marketing strategies and implementation for multiple clients, Facilitated organizational transformation resulting in increased employee productivity and reduced operational costs
• Customer Experience Manager, Crosstex Energy, Dallas, Tx, 01/01/08, 12/31/09, Partnered directly with CEO and executive team to develop company customer service and sales initiatives, Delivered world-class, highly innovative customer service strategies and values to 700+ employees across 5 states, Received highest feedback training scores in company history, Developed and implemented manager and employee accountability procedures for customer service practices
• Program Director, Tamer Partners Corporation, Southlake, Tx, 01/01/02, 12/31/08, Managed multiple on site clients
• Senior Consultant, North Texas Tollway Authority, 01/01/03, 12/31/07, Implemented transformation of culture from transactional to relational focus on customer service, Service level improvements of 40%, Increased morale and reduction of turnover from 30% to 12%, Built train the trainer programs for new hire and manager development, Developed Quality Monitoring procedures, improvements and best practices, Created and managed live company events resulting in significant employee morale boost, Planned, wrote and directed video and live presentation for international technical tour with focus on customer service throughout organization
• Senior Consultant, Dell, Round Rock, Tx, 01/01/04, 12/31/06, Dynamic Sales & Service training development and delivery, Spearheaded development and delivery of strategic manager and supervisor coaching program, Transformed manager-employee relationship through coaching, momentum calendar and inside/out mentoring, Oversaw increase in performance metrics, Impacted Customer Satisfaction scores, Utilized customer service focus to increase sales
• Senior Consultant, Transcore, Vienna, Va, 01/01/05, 12/31/05, Strategic partner resulting in $45 million technology services sale to Virginia Dept. of Transportation, Brought in specifically to represent key customer service initiatives, Utilized as presentation specialist in order to win transportation bid from state
• Senior Consultant, IBTTA (International Bridge, Turnpike & Tunnel Assoc.), 01/01/04, 12/31/07, Delivery of strategic customer service initiatives in annual meeting presentation, Facilitated live interactive session of international participants

• Strategic Planning, Responsible for the operational activities and strategic planning in the area of Customer Experience Management (Both internal and external customer research and strategies) at the executive level.
• Transformational Change, Help develop world-class sales and service centers, including the North Texas Tollway Authority, which was certified as a 'Center of Excellence' through Purdue University, in which staff can excel.
• New Business Development, Specialize in analyzing new business development strategies, including award winning interoperability partnerships, and evaluating potential revenue, Capital and Operating and Maintenance funding requirements and organizational synergies.
• Operational Excellence, Develop administrative, capital and operations budgets, funding requests, and justifications, manage capital and operational spending.
• Public Speaking, Frequent speaker in both transportation and customer service conferences and events.