Jake Shields has spent over 15 years in customer experience and support leadership, working across contact center operations, workforce management, and cybersecurity compliance. His focus is on turning support teams into strategic assets - improving first-call resolution, scaling quality programs, and reducing churn by removing the friction that drives customers away.
His experience spans enterprise-wide process optimization, customer escalation management, and cross-functional initiatives that connect frontline operations to business outcomes. He brings deep experience in SOC 2 compliance, agent development, and building teams that deliver consistent service quality at scale.
Chordia is led by experienced operators and advised by leaders across conversational AI, customer experience, and enterprise software.
Explore how Chordia turns real conversations into measurable quality, compliance, and customer insight.