Marcus Kay
Charlotte,NC
Summary
Experienced marketing strategist and video production professional with a proven record of driving growth and engagement through innovative content. Led process improvement initiatives at Duke Energy, an energy and gas company, enhancing customer service and communication, achieving an estimated $243,557 in cost savings. This results-driven approach translates into expertise in producing impactful video content, optimizing marketing strategies, and managing cross-functional teams. Skilled at using video to build brand awareness, drive sales, and create compelling customer experiences. Extensive experience in project management, upselling, and training, ensures measurable results and the creation of effective, engaging marketing campaigns tailored to target audiences.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Commercial Director | Marketing Strategist
Self Employed
03.2015 - Current
- Founded and operated two video production businesses, culminating in a third venture specializing in innovative video marketing for health and wellness companies, driving increased customer engagement through strategic campaigns.
- Produced over 70 projects, including commercials, promotional videos, short films, music videos, and podcasts, helping clients generate more leads and boost conversions.
- Built strong client relationships, securing repeat business from the majority of clients.
- Managed teams of up to 10 freelancers, delivering high-quality content on time and exceeding client expectations.
- Designed video strategies that increased social media engagement and enhanced brand visibility
Technical Voice Analyst
Piedmont Natural Gas
07.2018 - 11.2024
- Managed and optimized the IVR system, implementing routing adjustments to enhance customer experience, while consistently maintaining exceptional JD Power customer satisfaction scores and achieving superior service levels, ensuring operational efficiency and exceeding customer expectations.
- Configured and maintained access to Cisco phone applications (Finesse, E.C.E, C.U.I.C) for the Charlotte Contact Center and Revenue Services Department.
- Managed onboarding and offboarding of vendor employees to ensure seamless integration and compliance with company systems.
- Developed test plans and test cases for IVR and Cisco application projects, ensuring quality and functionality.
- Liaised with vendors and 3rd parties, troubleshooting technical issues and supporting project implementations.
Business Web Analyst | Technical Test Lead
Duke Energy
07.2017 - 07.2018
- Conducted regression and UAT testing for the Duke Energy external website weekly, resolving critical issues to ensure smooth functionality and a seamless post-launch user experience.
- Created and revised test scripts, improving testing accuracy and efficiency, resulting in faster, more reliable cycles.
- Implemented process improvements to testing procedures, optimizing workflows and enhancing team productivity.
- Trained new employees on testing processes, ensuring adherence to procedures and a smooth onboarding experience.
- Acted as a Subject Matter Expert (SME), collaborating with leadership and developers to test and refine website features, ensuring they met acceptance criteria.
- Streamlined site navigation through user testing and data-driven adjustments, improving usability and user journey.
- Recommended new features based on user feedback, enhancing site functionality and visitor satisfaction.
Customer Service Support Analyst
Piedmont Natural Gas
07.2014 - 07.2017
- Provided support for applications S2K, CAMS, OLSS, Snapshot, MVRS, and other internal systems. Resolving up to 20 issues a day.
- Worked closely with the IT mainframe team to answer questions and perform system testing.
- Served as SME on projects, offering expert guidance.
- Collaborated with requestors to develop business requirements for IT.
- Ran queries against S2K data to support system operations.
- Performed daily S2K system balancing, ensuring no discrepancies from online entries or batch processing.
- Managed and updated security access for S2K and Snapshot applications.
- Entered and prioritized Piccaso tickets along with other requests.
- Performed rate entry and validation tasks to maintain system accuracy.
Customer Service Specialist
Piedmont Natural Gas
08.2012 - 07.2014
- Worked as the lead of a Green Belt project to improve the customer service experience, updating the company website with enhancements, decreasing contact center volume, and improving communication with customers. Awarded the “Customer Award” for positively impacting the most customers.
- Identified issues and improved processes that were costing the company, saving an estimated $243,557 through efficiency improvements.
- Answered incoming calls from customers to stop/start/transfer service and answer account inquiries.
- Upsold warranties to new/existing customers for maintenance on water heaters and gas lines.
- Assisted the training department with new hire classes and addressed questions about policies and procedures from new hires.
Marketing Manager (College Intern Position)
Freeplay Energy
01.2008 - 05.2008
- Conducted comprehensive market research to analyze consumer behavior, industry trends, and competitive positioning for an eco-friendly device company.
- Developed and proposed innovative marketing strategies to increase brand awareness and product visibility.
- Identified and defined new target audiences, enabling the company to expand its market reach and appeal to environmentally conscious consumers.
- Collaborated with a team to design and implement creative marketing campaigns aligned with the company’s mission and sustainability goals.
- Delivered a formal presentation of the marketing plan to Freeplay Energy’s marketing management department, showcasing actionable insights and measurable strategies.
Education
Bachelor of Science - Marketing
North Carolina A&T State University
Greensboro, NC07-2008
Skills
- Proficient in cinema camera equipment
- Final Cut Pro editing software
- Google Analytics
- Marketing Research
- Idea/Content Creation
- Cisco IVR algorithm
- Typing 75wpm
- Written and verbal communication
- Effective customer communication
Certification
- 6 Sigma Green Belt Certification
- Digital Marketing Certification
- Commerical Directing Certification
- OSHA Certification
- Microsoft Excel Certification
- Microsoft Word Certification
Awards
Awarded "The Customer Award" for leading a Green Belt project that significantly improved the customer experience, impacting the most customers across the company. The project streamlined processes, enhanced communication, and delivered measurable improvements, earning recognition for driving positive change and maximizing customer satisfaction.
Timeline
Technical Voice Analyst
Piedmont Natural Gas
07.2018 - 11.2024
Business Web Analyst | Technical Test Lead
Duke Energy
07.2017 - 07.2018
Commercial Director | Marketing Strategist
Self Employed
03.2015 - Current
Customer Service Support Analyst
Piedmont Natural Gas
07.2014 - 07.2017
Customer Service Specialist
Piedmont Natural Gas
08.2012 - 07.2014
Marketing Manager (College Intern Position)
Freeplay Energy
01.2008 - 05.2008
Bachelor of Science - Marketing
North Carolina A&T State University
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