Jesse Sands Email & Phone Number

Creating various graphics and design materials for smaller clients, including logos/branding packages, digital and print posters, and social media graphics.

Working alongside teachers and directly with students throughout the Fall 2023 and Spring 2024 semesters. Subjects include: Mathematics, Physics, Biology, Chemistry, Social Sciences, English, Graphic Design. Also assisting in Special Education.

- Managed projects and initiatives to enhance core user experiences, leveraging data-driven and qualitative insights directly from member feedback.- Created multiple reports each month based on member feedback to identify and track patterns in user frustrations and behavior.- Collaborated with various teams (Product, Engineering, Training, Member Support) to identify product issues as well as knowledge and resource gaps.- Facilitated change management across multiple departments, including the onboarding of new partners and new feature launches.- Analyzed gaps in product development and in agent training/guidance to make a more effective and efficient member experience and support processes.

- Managed and supported up to 10 agents directly in their performance and career development. Conducted bi-weekly meetings to discuss performance, strengths, areas of improvement, and tracked progress.- Led shift-wide meetings to communicate updates and answer questions regarding changes to processes/policies.- Identified multiple significant technical issues, analyzed their impact and created detailed reports for the product and engineering teams.- Created numerous resources for process improvements, communications and training guidance to better both agent and member experiences.

- Investigated account issues and provided detailed troubleshooting for members.- Identified areas of improvement for support communications and processes, and assisted peers outside of my day-to-day responsibilities.- Maintained high productivity (~2,000 responses/month), and 95%+ in quality assurance scores.

- Worked directly with clients and a small team of designers to analyze business needs and problems.- Brainstormed, designed, and implemented creative solutions, including logos, printed and digital marketing material, and websites.- Lead designer for 8 client projects.

Harrisonburg, Virginia, United States

- Consulted with clients face to face to develop aesthetic and creative solutions for their branding & marketing needs.- Managed client communications throughout the design process.- Packaged and instructed clients on how to use their branding materials and/or manage their new site.- Organized five student designer's project schedules, oversaw project development using Kanban boards, gave feedback on design work and assisted/taught additional skills to team members.- Consulted on/contributed to 16 different projects.