Kip Wetzel Email & Phone Number

Philadelphia, Pennsylvania, United States

Overseeing the strategy and operations of Customer Service and Experience for the world's leading specialty logistics company, World Courier. Extending support platforms and service models to drive new expectations of World Courier's brand, shipping, and people. Creating an environment of continuous improvement, operational excellence, and innovation to support customers most pressing matters and to solve unmet industry needs.

Philadelphia, Pennsylvania, United States

Wayne, Pa

Management consulting, done differently. At Navigate, we tackle pressing problems for large and complex companies. Our work goes well beyond strategy. We're hardwired to deliver measurable, sustainable impact by focusing on what ultimately drives business performance: the way people work together.

Mclean, Va

Defined and executed multi-year social media vision that drove non-traditional applications of social technology in the FinServ vertical. Served as the Accountable Executive for all social media initiatives for the 50MM+ customer that spanned Capital One’s three primary lines-of-business (Card, Bank, Lending) across its 44K+ associate base. Outcomes include:• Championed a next-generation, cross-enterprise servicing team by adding four new lines of business and reducing online care response times by 90% for Card, Bank, and FS customers.• Delivered holistic social business intelligence program with responsibility for campaign support, real-time monitoring, and post-event analytics. Team also defined and implemented social Big Data approach using Omniture, Tableau, Snaplogic, and Hadoop to pair disparate data sources for new consumer insights.• Created social media product incubation team that delivered next-gen integrations of widely used digital platforms and social media services with people’s money. Through early stage product development, created products that connected consumers with the most important services from their bank and credit cards.• Deployed first-of-its-kind Managed Custom Audience marketing program which delivered a 20% higher conversion lift compared to traditional Capital One’s social marketing programs.

Philadelpia, Pa

Transformed utility-oriented care model into a globally recognized example of how to engage customers online. Pioneered next-gen social media care program that served as a branded, marketable differentiator for Comcast.• Social Media Strategy - Executed Comcast’s social media listening, engagement, and service strategy with team of 35 social media specialists. Implemented new team standards that increased communication and escalation efficiencies and extended Comcast’s presence across social platforms.• Customer Engagement - Established 18x7 real-time customer support operations across social media sites for tens-of-thousands of monthly interactions with Comcast customers. Engaged with customers on platforms where they are most active/comfortable, including: Twitter, Facebook, YouTube, Pintrest, and forums.• Reporting and Analytics - Established metrics oriented social media operation to show quantifiable impact of social engagement efforts and the opportunities with customers, prospects, and competitors on these tools. Created Senior Executive reporting program to drive awareness of dialogue from consumers and media during major company announcements, new product launches, and significant customer-impacting issues. • Stakeholder Management - Facilitated the creation of a Social Media Steering Committee comprised of SVP and Director level executives responsible for social media tactics in their respective organizations. Focused steering meetings on the alignment of brand presence and tactics on social platforms, support of key product and programming roadmap initiatives, and opportunities and best practices on emerging technologies.

Philadelphia, Pa

Launched next-gen web and app tools that introduced time- and place-shifting features, fundamentally changing how Comcast customers found, managed, and consumed television and movie programming on PCs and mobile devices. • Cross-Platform Delivery - Responsible for the definition, delivery, and support of online product experiences for Comcast cable, internet, and telephony lines of business. Launched first-generation XfinityTV.com services as online destination for movie and television consumption experience.• Technology Innovation - Delivered online products that integrated new, influential social networking, syndication, and search utilities, including: Facebook, Twitter, RSS, email/embed functionality, blogs, and SEO• Product Management - Defined strategy and facilitated cross-organizational work to stand up an end-to-end online Spanish language product experience and improved ethnic content library.

Philadelphia, Pa

Created first-of-its-kind, cross-platform video game service that delivered real-time content delivery across online and OnDemand platforms. This product, Game Invasion, was ultimately absorbed by industry leading, sister gaming brand, G4.• Program Management - Lead six member product and editorial team that supported Comcast’s online gaming program. Included a white label casual games product that received 10M monthly PVs as well as a core-gaming product that delivered ground breaking cross-platform experiences with online and On Demand video content.• Business Development - Advised senior executives on strategic opportunities for Comcast in the broader B2B and B2C console and PC gaming landscape as the cable industry evaluated new align with games industry.• Industry Leadership - Delivered regular gaming industry reviews with senior executive stakeholders, Public Relations leads, Government Affairs representatives, marketing and agency teams, and customer service leads.

Seattle, Wa And Philadelphia, )A

Consulted to Fortune 500 companies across pharmaceutical, software, and telecommunications industries with focus on large scale process re-engineering and program management efforts.• Comcast – Program management and product development for small business and online teams • Microsoft – Process engineering and business systems analysis for global OEM group • AstraZeneca – Software standardization and merger integration support