Nick Heller - Strategist: Brand + Creative Operations, _inter: agency

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Work Background

_inter: agencyStrategist: Brand + Creative Operations

May. 2021Atlanta, Georgia, United StatesFrom one 1-hour session to several months-long engagements, I help other creative professionals, high-powered teams, agencies, and small businesses find solutions for challenges of all sizes and complexities (No issue is too big or too small.). • Freelance/Creative business creation (set-up, pricing, positioning, etc.) • Brand and/or Visual Identity (audits, creation, revamp, etc.) • Workflow Automation • Process & Project Management • Customer/User Experience • Efficiency and/or Growth Hacking • Team Collaboration, Digital Asset Management, File Sharing • Introducing/training new tools and/or processes

Solidarity HealthShareVice President Customer Experience

Jun. 2020 - Jul. 2021Tempe, Arizona, United States• Tasked with standing up a new Customer (Member) Experience division at the company – led a diverse team of 30+ employees, vendors, and freelance contractors across Sales, Marketing, Creative, Product, and Customer Excellence • Accountable for overseeing the entire membership journey from inception to lead generation, customer onboarding to the delivery of membership resources, member communications and brand messaging, and overall customer satisfaction when interacting with the business – reducing customer friction and pain points led to a 50% increase in conversion rates and membership over three years. • Developed, managed, and implemented an all-new, fully-online Member experience and parallel internal process to manage all members for the first 180 days of service, meeting critical business objectives from leadership – implementing the new experience gave the business data-backed insight across the entire membership for the first time – Reduced member inquiry and bill submission frequency by more than 30% by engaging the member base with frequent communication, educational resources, and streamlined digital engagement campaigns. • Advised Executive Leadership on industry product and service innovations – became the first to market with an immersive online self-guided onboarding process.

Solidarity HealthShareDirector of User Experience

Feb. 2017 - Jun. 2020Tempe, Arizona, United States• Executed a comprehensive competitive analysis, demographic behavioral study, and membership data analysis project as a precursor to a complete business rebrand – Executing the new brand messaging across all distribution channels and launching an all-new public/marketing website full of resources led to highly engaged member interactions resulting in reduced call volume and wait times. • Anchored a 4-person team to brainstorm, research, and strategize the organization’s creative and product needs and their unique selling points • Collaborated with business leadership to create a week-long employee onboarding and training curriculum to teach the member journey changes in real time, allowing minimal staff downtime due to additional training needs. • Provided design support for internal stakeholders’ strategic initiatives and project needs • Established project management processes across internal teams and external vendors to manage large-scale product/software projects

Eight Digital DesignCo-Founder

Jun. 2015 - Dec. 2016Gilbert, ArizonaFounder and evangelist for extremely high quality design and event production management for corporate events. Building an all-start team of creatives around the country to work with on upcoming projects: 3D Designers // Animators // Shooter/Editors // Web Designers // Artists // Fabricators // Graphic Designers // Event Managers • Creativity with Purpose • Form and Function. Always.

_inter: agencyFounder, Creative Director

Jan. 2015Atlanta Metropolitan Area_inter is a people-first fully-remote creative company utilizing freelancers, creative entrepreneurs, and subcontracted vendors. We are a storytelling and strategy company aiming to "stand in the in-between," – connecting brands and their customers, people and their experiences, and traditional ways of thinking to innovation and wonder. • Foster lasting relationships with client partners, vendors, and contractors as the head of a storytelling and strategy agency. • Brand development and visual identity creation • Interactive design for web, eCommerce, and experiential events • Product research, development, and implementation on behalf of clients • Visual design for print, promotional, and marketing

Encore CreativeManager, Web & Graphics Department

Jul. 2013 - May. 2014Tempe, AZManagement of Graphics, Web, and Print Design departments. Computer aided design and 3D renderings of event concepts and themes. Graphic design. Web design. Audio/Visual Production support and design.

J & N AGENCY, LLCCreative Director

Dec. 2012 - Jun. 2013Phoenix, Arizona AreaCreative Director for an eCommerce startup tied to the commercial press-printing industry.

Arizona Cardinals Football ClubDesign Contractor

May. 2012 - Oct. 2012Gilbert, AZProject-based design contractor for Cardinals Scoreboard Production Department. Creation of 3D wire frame and rendering models of production elements in event spaces used in client sales meetings and project management settings.

Arizona Cardinals Football ClubScoreboard Operations Assistant

Dec. 2009 - May. 2012Glendale, AZEvent and Project Management. Game Day field crew manager. Assist with special projects and day-to-day operational tasks as needed.

Missing Link Design ServicesFreelance Graphic Designer

Jan. 2008 - Dec. 2014Phoenix, Arizona AreaOwner/Operator of a small, but powerful brand and design studio servicing clients throughout the US in need of brand deployments/rebranding, visual identity work, graphic and print design, consulting, and project management.

Dry Bones MusicRoad Manager and Technical Coordinator

Jan. 2007 - Jun. 2008Travel and logistics management of professional label-signed artist. Production and logistics of live concerts, conferences, and events in many different venues and atmospheres. Manage business affairs, event technology logistics and employees. Assisted in development of website (basic HTML and iWeb applications) and an on-line store with designers, apparel companies and management team for promotion of artist and merchandise sales. Networking with industry professionals as opportunity for artist's growth in the industry.