Jonathan Kaufmann

Experience

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  Cunningham Field Services

  Mar 2001 - Aug 2002

  Market Research Interviewer

  ● Executed Market Research studies with a wide range of respondents, keeping meticulous notes on the findings● Compiled and organized the results of the studies and ensured accuracy before sending them off to clients for analysis

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  Santa Rosa Junior College

  Jan 2007 - Feb 2008

  Admissions Helpdesk Employee

  ● Helped organize large volumes of data and ensured the relevant student information was readily available● Provided support for students seeking assistance and advice regarding payment, registration, school policy, etc.● Proofread outgoing correspondence for accuracy and style

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  City of Santa Rosa Water Dept.

  Aug 2007 - Jan 2008

  Meter Specialist
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  Computacenter

  Mar 2008 - Jul 2008

  Level One Analyst

  ● Acted as first touch support Airliquide Corp employees' IT incidents and requests in French and English● Aided with translation of problems and resolutions into English from French● Provided dedicated remote desktop support in order to resolve issues and configure clients’ systems effectively

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  English Metas

  Sept 2008 - Dec 2008

  Customer Relations and Marketing Liaison, Teacher

  ● Prepared and taught English classes to professionals● Addressed student concerns or complaints by phone, email, and face-to-face meetings, and translated them into English● Aided in website retooling to generate more leads, including the implementation of the school's live online support system

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  US Census Bureau

  Mar 2009 - Jan 2010

  Enumerator
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  Collège Sainte Véronique

  Mar 2010 - Jul 2011

  Social Studies Teacher
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  Airbnb

  Oct 2011 - now

  Onboarding and training of new Trust and Safety Investigators and Case ManagersCreation of workflows for all tasks performed by Case Managers and InvestigatorsCreation of training materials and activitiesManagement of maintenance training and continued education opportunitiesCreation and maintenance of training contentCreation of customer facing email templates used by a 24 hour team of 80+ Case Managers and InvestigatorsAdvisory role for User Policy Team Advisory role for creation of differential diagnostic model for user issues Show less

  • Global CS Safety & Claims Training Manager

    Sept 2022 - now

  • Safety and Claims Training Lead

    Jul 2019 - Sept 2022

  • Trust and Safety Training Lead, EMEA

    Jun 2017 - Jun 2019

  • Trust and Safety Trainer

    Jun 2013 - May 2017

  • Trust and Safety Investigator/Case Manager

    Apr 2012 - May 2013

  • Dispute Resolution

    Oct 2011 - Apr 2012