Paula Hazen

Experience

• 

  Utell International

  Jan 1989 - Jan 1996

  Inside Sales Coordinator
• 

  First Data Resources

  Jan 1996 - Jan 2004

  Manager

  Direct and implement the customer service philosophy at FDR: Monitor quality control and develop and implement programs to manage FDR customer service. Identify and plan of new Fraud and Risk product development. Review and monitor inquiries, incident reports, and requests submitted by Service Analysts. Ensure compliance with all Service Level Agreements within Client Business Relations and within other departments. Remove barriers when necessary to assure the highest level of Service may be provided to Clients.Manage customer revenue, liability, and business development. Solicit customer input on FDR business objectives relating to new products, processing features, and customer service standards. Monitor compliance with legal issues. Responsible for controlling write-offs with internal departments. Handle final negotiation of write-offs with customers. Show less

• 

  PayPal

  Nov 2004 - Aug 2008

  Lead Manager of Program Marketing Mgmt

  Responsible for leading a team of program management coordinators and receives requests from product and merchant segment staff for research and cross-selling programs directed to the existing merchant customer base. Responsible for utilizing analytical resources to identify additional opportunities to generate revenue and share of wallet gains across the small, medium, large, and sole proprietor merchant segments. Plan for marketing programs with San Jose marketing resources and in special projects such as acquisitions of merchant portfolios or other business acquisitions as needed to support the Merchant Operations organization. Work closely with the Sales organization, the Telesales team within Global Operations, and Product Support to develop and drive new communication and sales programs. Provide management guidance to program management coordinators in day to day of their programs, escalation, and career development. Show less

• 

  Linkedin

  Aug 2008 - Feb 2010

  Senior Manager, Customer Operations - Groups

  Lead and manage a group of well-trained customer operations agents and management staff who provide direct operational support to valued LinkedIn members as well as help grow one of the key engagements of the company, the Groups Platform. Participated in growing the Groups Platform by 320% in the first year and having several million members utilizing the feature. Assisted in taking the beta feature Company Profiles and doubled the size in profiles on LinkedIn. Responsible with a team of rolling out the Application and Event Platforms. Works in tandem with the Sales, Marketing and Product teams within LinkedIn. Provide management guidance to agents, team leaders, and product support specialists related to projects, escalation, and career development. Project Management of LinkedIn Operations tools and product enhancements. Responsible for working closely with a team of Product/Project Managers, Customer Operations, Legal, Engineers, and Senior Management on product and process related projects. Coordination and documentation of the Product roadmap and assessment of operational impact. Manage and report the status of projects, provide training, guidance, research and strategic direction with regard to product and process changes. Ensure timely and accurate completion. Identify product impacts to Operations and assist the senior management by preparing and delivering training curriculum through appropriate delivery tools, documentation and development of FAQs and support documents. Work with peers to leverage best practices and understand new trends, processes, and priorities and make recommendations to senior management. Research, document and escalate product and process deficiencies, impacts and enhancements to the Product Verticals. Communicate with Operations staff and Senior Management on product impacts and recommendations for improvements and efficiencies. Show less

• 

  First National Bank of Omaha

  Feb 2010 - Jan 2015

  Successfully lead and manage a team of Account Managers, Project Managers, and Implementation Specialists who provide direct support to our Corporate customers by providing problem resolution to both internal and external customers in support of customer retention, satisfaction, and profitability objectives for the department. Build, develop, and retain a capable team of subordinate managers and individual contributors accountable to meet and/or exceed the department goals and objectives. Build Key Relationships with Business Partners to ensure an overall good customer experience. Develop and communicate clear expectations with measurable outcomes for team members by providing context, big picture and defining what success looks like. Continuously evaluate customer care/implementation processes, infrastructure, resources and technology, champion changes as appropriate to improve efficiencies and enhance both the internal and external customer experience. Develop, execute, and maintain a complete customer care strategy and plan in line with the department’s vision and goals. Develop a clear vision, strategy, and plan of action for the team based upon current and future goals. Define, assign, and ensure adherence to all cross functional working relationships for the department. Drive a proactive partnership with business partners to resolve current and forthcoming issues for all product sets. Communicate with Operations staff and Senior Management on product impacts and recommendations for improvements and efficiencies. Show less

  • Senior Manager, Customer Care Retail/Card Center

    Jun 2014 - Jan 2015

  • Customer Care Officer - Corporate Treasury Services

    Feb 2010 - Jan 2015
• 

  14 Karat Omaha

  Apr 2013 - now

  Sales

  So excited to be starting a part time opportunity at 14karat...I will be working a few Saturdays a month and by appointment! Contact me for your jewelry needs - diamonds, rings, necklaces, earrings, Husker items, etc for all occasions.

• 

  Farm Bureau Financial Services

  May 2015 - Feb 2018

  Agency Owner

  One stop for all your Personal and Commercial insurance needs - Auto, Home, Health, Life, and Annuities both in Nebraska and Iowa. Let me know when you would like to sit down and super check your insurance and make sure you are protected!

• 

  Arbor Bank

  Feb 2018 - now

  Treasury Deposit Officer
• 

  West O Chamber

  Jan 2020 - now

  Board Member
• 

  Imagine Inclusion

  Sept 2022 - now

  Board Member

  Imagine Inclusion’s first project is to create an inclusive, barrier-free oasis at Lake Zorinsky. We have partnered with Omaha Parks and Rec to create a playground like no other in our area! Because the result will benefit every park goer, we believe the generosity of Omaha businesses, individuals and foundations will rally around us to make this vision a reality!