Jonathan Kaufmann's Email

With robust and diverse experience in risk, case management, and education, I pride myself on helping advance the culture of trust in the sharing economy by educating effective, passionate agents. I train teams to handle incoming customer complaints, dealing with emergency situations, and creating investigative reports with citations, all while providing customer service that is of the highest caliber.

Trust and Safety Training and Content Specialist @ Onboarding and training of new Trust and Safety Investigators and Case Managers Creation of workflows for all tasks performed by Case Managers and Investigators Creating of training materials and activities Management of maintenance training and continued education opportunities Creation and maintenance of training content Creation of customer facing email templates used by a 24 hour team of 80+ Case Managers and Investigators From June 2013 to Present (2 years 7 months) Trust and Safety Investigator/Case Manager @ ● Assisted in crafting settlements for cases involving high monetary value or media presence ● Examined documentation of damages in order to determine if they were genuine and deserving of compensation ● Negotiated with responsible parties to help ensure payment whenever possible ● Performed proactive screening of users in real time on an “on-call” basis ● Contributed to Guarantee Team procedures and workflow From April 2012 to May 2013 (1 year 2 months) Berlin Area, GermanyDispute Resolution @ ● Resolved disputes between users, and addressed instances where users took issue with company policy ● Answered user questions related to Tax and Government affairs, specifically for the EU ● Addressed incoming customer concerns and requests by email, phone, and live chat From October 2011 to April 2012 (7 months) Brussels Area, BelgiumSocial Studies Teacher @ From March 2010 to July 2011 (1 year 5 months) Enumerator @ From March 2009 to January 2010 (11 months) San Francisco Bay AreaCustomer 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 From September 2008 to December 2008 (4 months) Barcelona Area, SpainLevel 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 From March 2008 to July 2008 (5 months) Barcelona Area, SpainAdmissions 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 From January 2007 to February 2008 (1 year 2 months) Meter Specialist @ From August 2007 to January 2008 (6 months) 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 From March 2001 to August 2002 (1 year 6 months)

Cambridge Certificate in English Language Teaching to Adults, Pass with Honors @ International House Barcelona From 2008 to 2008 BA, English @ Sonoma State University From 2006 to 2007 Associate of Arts, General Studies @ Santa Rosa Junior College From 2003 to 2005 High School Diploma, General Studies @ Maria Carrillo HS From 1998 to 2002 Jonathan Kaufmann is skilled in: Social Media, French, Editing, Market Research, Analysis, Copy Editing, Advertising, Troubleshooting, Teaching, English, Databases, Microsoft Office, Public Speaking, Spanish, Social Networking