Jordan Pedraza
About Jordan Pedraza
Jordan Pedraza serves as the Vice President of Global Support and Trust & Safety at Handshake, where he has worked since 2021. He has a diverse background in leadership roles across various organizations, including significant positions at Google and Pomona College, and he actively mentors employees while fostering team engagement.
Current Role at Handshake
Jordan Pedraza serves as the Vice President of Global Support and Trust & Safety at Handshake, a position he has held since 2021. In this role, he is responsible for overseeing customer support operations and ensuring the safety and trust of users on the platform. He leads initiatives to enhance service models and channels, focusing on improving customer satisfaction and operational efficiency. Pedraza also hosts monthly all-hands meetings and annual summits to align team strategies and foster engagement among employees.
Previous Experience at Google
Prior to his current role, Pedraza worked at Google from 2010 to 2015 in various capacities. He started as an Account Manager and Community Manager for two years, followed by a position as Senior Program Manager for Google for Education. His experience at Google included leading community initiatives and managing programs that influenced educational outreach and engagement.
Educational Background
Jordan Pedraza studied Sociology at the University of California, Berkeley, where he earned his degree. He also attended Pomona College, achieving a Bachelor of Arts in Sociology. Additionally, he studied Public Policy at the University of North Carolina at Chapel Hill, further enhancing his knowledge in social sciences and policy development.
Leadership and Mentorship
Pedraza is an active member of several employee resource groups and dedicates time to mentoring employees across various functions. His leadership style emphasizes team cohesion and engagement, as demonstrated by his organization of department meetings and leadership offsites. He has developed a three-year vision for service models and has implemented tools to improve operational processes.
Achievements in Customer Satisfaction
During his tenure in various roles, Pedraza led teams to achieve high customer satisfaction scores. He notably achieved a 99% average customer satisfaction score and a 90% compliance rate with service level agreements. His efforts in revamping quality assurance processes and implementing new tools have contributed to significant improvements in service delivery.