Jake Wilhelm Email & Phone Number

New York, Ny, Us

New York, New York, United States

- Lead a cross-functional team of 8 engineers and designers in the development of a newlive agent contact center platform (B2B software).- Developed and executed a comprehensive go-to-market strategy, ensuring alignmentacross all internal stakeholders (e.g., C-suite, Sales, Marketing).- Spearheaded the delivery of 9 product features (including the integration of fine-tunedLLMs), resulting in a 22% increase in CSAT scores across solutions.- Conducted in-depth user research to identify customer needs and validate productconcepts, focusing on AI-driven features & workflows in the customer service space.- Developed and maintain a clear 12-month product roadmap and prioritized featuredevelopment based on overall product vision to drive company objectives.

- Directed a team of Associate Solution Designers to efficiently deliver tailor-made conversational solutions to clients- Organized weekly meetings to reinforce best practices, gather project updates, and provide necessary training to foster a culture of knowledge sharing- Led design & strategy for 8-10 clients concurrently, ensuring timely delivery and client satisfaction through meticulous project management- Established as internal SME for omni-channel conversational experiences such as Messenger, Apple Business Chat, and Google Business Messages- Owned and managed internal "Continuous Improvement" effort to encourage improving best practices and team processes

Greater New York City Area

- Worked directly with clients to create D2C conversational AI solutions to transform their businesses- Led user experience design for projects in industries such as Insurance, Retail, & Home Security- - Managed advanced logic & technical API integrations via Python- Trained & maintained endpoints within Pypestream's Natural Language Understanding engine to recognize relevant customer questions and provide appropriate responses- Provided end-to-end analytics and product maintenance to drive defined client KPI's

Greater New York City Area

Greater New York City Area

- Skilled Associate in Financial Services Solutions practice- Assigned to a top revenue client on three testing and data teams onsite in D.C. and remote- Queried data sets with 17M+ loans & own automated testing of reports for data integrity- Built and tested Tableau dashboards in order to optimize client’s business processes- Strategized and managed project plans using business knowledge & Agile methodologies

Greater Boston Area

- Kicker on football team- Walk-on Captain 2014-16- ACC Honor Roll from 2012-2016- Scout Team Player of the Week in 2014- Spent 40+ hours a week practicing and watching film to prepare for games in the Atlantic Coast Conference- Balanced athletic training and game preparation with a rigorous double-major class schedule

Greater Boston Area

- Developed internal competitive analysis documentation on over 100 competitors - Conducted 150+ user interviews to gather feedback and influence design of product- Presented analysis on product’s pricing strategy and potential market verticals to CEO+COO- Performed functional and quality assurance testing on product’s UI/UX

- Developed programs in Excel and engineered ways to enhance business process- Created marketing materials for national conferences and current customers- Assisted in redesigning process of company website

- Started and managed a boat maintenance company with door-to-door advertising- Manage two part-time employees, maintain accounting records, and administer payroll- Design marketing materials

Helped promote partner companies get involved with Jebbit around campus and through events downtown Boston.

Bachelor Of Science (Bs), Information Systems And Entrepreneurship

Activities and Societies: Varsity Football, Athletes in Action, Information Systems Academy, Team IMPACT, Boston College Venture.

Education record

Activities and Societies: Varsity Football, Varsity Soccer, Varsity Rugby, Vice President of Student Body, Entrepreneurship Program.