Jason Berban Email & Phone Number

Denver, Co, Us

Denver, Colorado, United States

Denver, Colorado, United States

•Led and developed 14 Administrative Specialists in supporting 80+ Directors and Managers within Meta under Global Operations, Facilities, and Finance organizations.•Project management of career-development based programming for Administrative Specialists within my org to increase career pathing after I surfaced a need while conducting 1:1 meetings and focus groups•Championed team engagement with a distributed workforce across multiple time zones in New York City, Austin, Chicago and Los Angeles by leading weekly 1:1s, team meetings and ad-hoc support•Onboarded and trained Administrative Specialists through a 6 month onboarding program and continued education•Built rapport and trust with direct reports through relationship building, feedback, development and coaching conversations to provide best in class support to Meta Directors•Partnered with On-Site Admin team to educate On-Site Admin team on scope of work of Administrative Specialists to increase proper partnership and planning•Onboarded and trained Administrative Specialists through a 6 month onboarding program and continued education•Partnered with cross functional teams to provide strategic headcount and alignment decisions of specialists to support Meta Directors•Worked within predefined templates to Screen resumes, interview and hire Administrative Specialist candidates•Provided tailored career development for each specialist on my team to ensure continued growth•Partnered with cross functional teams to provide strategic headcount and alignment decisions of specialists to support Meta Directors•Provided strategic calendar, travel and expense support to Directors in absence of specialists•Managed organizational-wide project tracker to streamline incoming projects and provide process improvement across Meta's Admin Specialist Program

Austin, Texas Area

•Key stakeholder in implementation and adoption of Zendesk Chat and Zendesk Talk to field of client support agents; developing workflows and trainings for different tier agents•Utilized Zendesk Insights reporting to influence business decisions for the broader Client Experience org•Developed training content for rollout and enablement of Agyle Workforce Management software for Client Experience org•Partnered with Account Managers from Zendesk, Endicia, and Talkdesk to triage and troubleshoot critical customer service software outages; often flagging outages before companies were aware•Managed Mid to High Level programs and projects to impact process improvement, communicate changes and align the entire Client Experience department with a high attention to detail and process execution of product/program roll outs•Delivered best in class customer service by driving efficiencies and upscaling processes through data driven analytics and problem solving•Execution of daily and weekly contingency planning by knowing when to pull the right levers to increase efficiencies within departments•Supported the operations of Client Experience and cross-functional partners to improve customer service satisfaction scores through roll outs of strategic initiatives•Utilized strong planning, organizational and time management skills to manage competing priorities, handle multiple projects, meet deadlines and adapt to a continuously changing business environment•Responsible for interviewing, onboarding and developing a team of 5 Leads through relationship building and coaching conversations while overseeing 65 Agents•Utilized change management by working through team of Leads to help them and their Agents connect to the bigger picture while making sure their voices are heard•Provided and gathered feedback to direct reports, peers and managers on different strategies and roll outs, while advocating for the business, my team and our clients

Austin, Texas Area

•Analyzed Zendesk Insights and other reporting to balance client and agent experience along with the needs of the business•Drove agents to deliver an exceptional client experience and guiding them through tough interactions, taking escalations when needed to find the best resolution for our clients and business•Led projects for process changes with leadership and cross-functional partners to improve client and agent experience•Guided agents through company wide changes and help agents see the big picture•Captured feedback from agents, analyze trends, and escalate to appropriate stakeholders•Assisted in onboarding CX Leads and new Multi-Channel Leads, implementing process improvement and curated onboarding experience to new hires and internal promotions•Created and delivered presentations to communicate team and company updates to various audiences, including sharing career path planning in an All Hands•Partnered with Workforce Management to monitor the Multi-channel team Workflow and ensure proper coverage•Inspired agents to be their best selves through building relationships and instilling trust•Advised peers on tough conversations with agents and supervisors around performance management and agent accommodations/separations

Austin, Texas Area

•Set an example as a leader and acted as POC when management was unavailable •Client advocate by way of interacting with clients and using Stitch Fix tone and voice •Partner and coach peers to navigate through grey situations; utilizing problem solving techniques to find personalized solutions•Continuous learning and development in all areas of my communication•Shadowing opportunities with fellow agents and visibility with special guests from HQ

Austin, Texas Area

•Screened resumes, interviewed, and on-boarded all new hires•Created 90-day check-ins to ensure employee well-being and increased employee retention by 30 percent•Managed payroll, staffing and scheduling for 50+ associates on a daily and weekly basis, analyzing metrics to better understand where to adjust labor expenses•Hosted executive corporate leadership (CMO/CFO) for store walk-throughs and provided feedback to create processes for increasing productivity

Broomfield, Colorado

Greater Denver Area

Greater Denver Area

Greater Boston Area