Pats Pena

• Leading vision, strategy & execution for Buyer Community workflows on Web and Apps, including Profiles, My eBay and Charity. • Working with global cross-functional teams including marketing, legal, URX, design, analytics, business units and other product domains to execute on various organizational initiatives.

2025: eBay for Charity reached record-breaking results of 198 million, exceeding the official five-year fundraising goal by 43% and raising a total of $860 million in cumulative community impact. 2024: 18% YOY growth for organic donations. Program raised $192M for global charities. Work with Focus Categories (Collectibles, Fashion and P&A), Regulatory, Shipping and Buyer Success Requests.

Head of Product and operations for eBay for Charity platform 2023: 11% YOY growth for organic donations. Program raised $162M for charities globally eBay is the global eCommerce leader in community-driven charity fundraising. eBay for Charity helps charitable organizations reach their fundraising goals and allows buyers and sellers to support the causes that are important to them. Since its inception, sellers and buyers have given over $1.3 Billion to global charities through this program with 225K+ charities enrolled.

Owner of strategy and execution for the digital experience of donation flows. My teams lead projects including channel diversification, digital campaigns, E2E user experience, design, content, localization and payment funnel lifecycles. Helped raise $135M for FY21/22 yearly budget.

Working to manage monetization opportunities in the donation process while preserving Wikimedia's mission, the Payments & Fundraising Operations Department also enables stakeholders (donors, partners, fundraising team, Wikipedia community and supporters) to have efficient channels to collaborate, fundraise, engage with donors and readers and reward community of supporters. Helped increase total revenue raised from $78M in 2016 to $100M in 2018.

• Helped raise $75.2M for FY14/15 yearly budget • Drove strategy and execution for payments, fraud and operations projects • Managed and optimized cost structure, compliance and efficiency • Established and maintained ongoing relationships with payment processors/ financial institutions, including contract negotiation and traffic management

• Designed compliant payment strategies • Enabled the organization to be supported with the right payment options in 180+ countries • Introduced alternate methods and redundancy in payment processing systems • Created product roadmaps and led cross-functional projects • Minimized the costs associated with payment processing • Built solid relationships with payment processors, and financial institutions • Primary stakeholder in contract negotiation and traffic management • Key member of the UX design strategy team for the donation pages

• Increased team performance/delivery of SLAs up to market standards in less than 6 months. • Responsible for 3 outsourced Call Centers (remote management of 100+ agents in Latin America and Asia) ensuring partner’s delivery on SLA’s and key metrics while providing analysis and remediation plans for any variances. • Drove operational changes in policies and procedures to increase efficiency. • Oversaw quality control initiatives and brought up team scores to 80% and higher. • Developed staffing models and prepared regular performance reports for the board of VP’s and to the CEO.

• Cross-functional project management for Customer Service, including facilitating meetings and driving operational changes • Documented cross-functional roles & responsibilities, work flows, applicable policies, business and system rules • Identified process gaps and opportunities to improve efficiency and quality • Executed business analysis of strategic initiatives, aligning cross-functional processes to enhance the customer experience • Created and executed training programs tailored to partners and vendors

• Streamlined Sales Compensation process for 78 external Agents, including commissions’ calculation and policy compliance. • Responsible for coordination of full cycle of Accounts Payable, including invoice entry/GL Analysis/Account Management. • Worked directly with the Controller and CFO in elaborating and reviewing rules and regulations, Telecom contracts and financial procedures. • Worked with cash payment applications for 500+ customers. • Received training in Accounts Receivable, Telecom and Billing and served as staff backup in these areas.

• Responsible for customer service interaction and translation services including Spanish and Portuguese • Proficient in University Academic Policies and Procedures • Held key responsibility as the interface and first point of contact between students and Admissions/Records office. • Responsible for selected special projects including database systems compliance and customer service outreach.

• Responsible for of full Accounts Payable process in support of 11 Oracle subsidiaries in Latin America. • Managed all Customer Service related phone inquiries from Oracle Latin America employees and suppliers. • Cross trained between Purchasing and Order Administration Departments. • Selected to facilitate quality assurance programs (Six Sigma) within Procure to Pay team; subsequently received “Accounts Payable Employee of the Month” award due to these projects.