Jordan Pedraza

About Jordan Pedraza

Hey hey! I\'m Jordan and I\'m a builder, scaler, and connector. I\'ve spent the past…

Experience

1. VP, Global Support and Trust & Safety

   Handshake

   Jun 2021 — Present

   Lead a distributed department across the US and UK of of 80 across EDU, Employer (Free and Premium), Student, and Technical Support, BPO/Outsourcing, Operations (Tooling, Enablement, Documentation), Trust & Safety (Content Moderation, Account Security, Case Research, Policy)-Led department to accomplish ~99% average CSAT,~90% average SLAs, 9% decrease in handle time, increase self service rates by 10%, maintain industry benchmarks on % spend of ARR, and reduce cost per ticket by 50%-Led department to maintain fraud/incident rates and ensure the vast majority of employers and jobs are legitimate. Supported department in implementing new tools (Sift, Persona) and processes to automate and scale account verification and content moderation. Advised on sensitive, complex case decisions and policies, and refreshing templates for more efficiency, alignment, and transparent decision making with all stakeholders-Influenced $14M in sales pipeline and ~$7M in ARR to date through leads submissions to sales teams -Rebuilt forecast and staffing model to improve accuracy at ~10% of actuals -Develop 3 year vision/plan to revamp service models and channels, opportunities to influence revenue, knowledge centered systems, and talent succession planning. Internally promoted senior ICs and managers, and sent department alumni to Operations, Trust & Safety, Success, Sales, Product, and Engineering-Identified opportunities for cost savings via product improvements, bug resolutions, revamped QA processes, tooling efficiencies, and outsourcing -Provided template example for department org reviews across the company to ensure optimal structures and roles -Host monthly department all hands, annual summits, and leadership offsites to develop vision and strategy, align on roadmaps and planning, and foster team cohesion and engagement -Active member of several ERGs, mentor to several employees across all functions, and assisted with customer events to strengthen adoption and partnership

Education

• University of California, Berkeley

  Sociology

• Pomona College

  Bachelor of Arts, Sociology

• The University of North Carolina at Chapel Hill

  Sociology, Public Policy

Skills

• Product Marketing
• Google Apps
• Ethnography
• Account Management
• Data Analysis
• Agency Relationship Management
• Excel
• Social Networking
• Gotomeeting
• Fireworks
• Program Management
• Sales Presentation Skills
• Sql
• Webex
• Teacher Training
• Strategy
• Html
• Digital Marketing
• Sas
• Social Media Marketing
• Social Media
• Interviewing
• Survey Research
• Market Research
• Gis
• Atlas.ti
• Spss
• Ethnomusicology
• Customer Support
• Budget Setting
• Project Management
• Thought Leadership
• Community Management
• Stata
• Survey Design
• Qualitative Research
• Salesforce.com
• Quantitative Research