Hi, I’m
Alicia Huse
Omaha,NE
Your most unhappy customers are your greatest source of learning.
Bill Gates
Summary
Experienced Senior Associate driven to optimize processes and streamline operations for team efficiency. Decisive leader with an analytical and flexible approach to solving problems.
Overview
15
years of professional experience
Work History
First National Bank Of Omaha
Senior Associate, Client Management
05.2022 - Current
Job overview
- Work closely with Account Executive to develop business strategies to meet acquisition goals regarding growth & profitability while evaluating monthly and annual growth.
- Served as main point of contact for 7 partner communications including customer complaints
- Conduct campaign performance, trend & financial analysis & profitability of the business while maintaining strong working knowledge of the issuing/credit card industry for card associations & partner products/services.
- Served as liaison for 7 partners, facilitating communication between management & associates.
- Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
First National Bank Omaha
Senior Associate, Marketing Project Management
03.2021 - 08.2022
Job overview
- Served as keyholder, overseeing business marketing campaign strategies from start to finish.
- Lead & drive all campaign processes through influence and collaboration with various internal & external groups.
- Build & maintain technical knowledge of campaigns, promos, offers, production specs accurately within timeline of 55 days.
- Manage and evaluate marketing calendars at partner and overall level to ensure execution effectiveness.
First National Bank Of Omaha
Senior Associate, Service Manager
01.2017 - 03.2021
Job overview
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
- Developed and maintained positive relationships with Co-branded credit card businesses to build rapport and trust.
- Data sharing and reporting fulfillment based on partner needs and frequency.
- Validate set-up changes with business units
- Logo & Signature management for partnerships
First National Bank Omaha
Senior Collector, Mortgage
02.2015 - 01.2017
Job overview
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Collected on delinquent accounts to reduce overdue balances. Goals were to collect payment once month if not more frequent.
- Negotiated payment plans with customers to prevent accounts from entering foreclosure.
- Review; calculate applications under all investors for assistance on mortgages within 30 days of application received.
- Maintain knowledge of all HUD, Fannie Mae, & all other investor requirements and implement transactions in accordance of these requirements.
- Meet strict deadlines of investors.
First National Bank Omaha
Customer Care Card Opperations Manager
04.2013 - 02.2015
Job overview
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Created customer support strategies to increase customer retention.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Monitor, coach & recommend additional training solutions for team members to maintain/exceed established standards.
- Set team goals as well as individual goals for team members & conduct team meetings once a month.
First National Bank Omaha
Lead Specialist, Customer Care
11.2012 - 04.2013
Job overview
- Maintain comprehensive knowledge of current customer care center operating procedures
- Support peers within the bank when needed guidance with operating policy & procedures
- Make good decisions to ensure good quality of service as well as keeping the bank profitable.
- Take customer escalations.
First National Bank Of Omaha
Senior Specialist, Customer Care
05.2012 - 11.2012
Job overview
- Followed all company policies and procedures to deliver quality work.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Support & answer any questions/concerns of customers via phone within 2 minutes.
- Support the enhancement of customer retention, satisfaction, & revenue profitability objectives.
Young Willians PC
Enforcement Specialist
05.2008 - 05.2012
Job overview
- Obtain payment of legal child support obligations & ensure medical support is provided.
- Required to prepare 30 or more garnishments, contempts & license suspensions per month.
- Meet & log monthly goals/contact with clients as well as investigate/locate parties
- Respond to complaints from custodial/non-custodial parties by phone or walk in to set up payment arrangements.
Education
Midland UniversityFremont, NE
MBA from Marketing
05.2022
University of Nebraska At OmahaOmaha, NE
Bachelor of Science from Education & Human Sciences
05.2008
Northeast Community CollegeNorfolk, NE
Associate of Arts from Music Education
12.2006
Skills
- Critical & Strategic Thinking
- Budget Management
- Project Management
- Team Leadership
- Problem Solving
- Partner Relationship Management
- Organizational Skills
- Growth Strategy
- Communication
- Data Privacy
- Training
- Schedule Management
- Operational Efficiency
- Client Interactions
- Complaint Management
Additional Information
Children's Hospital - Hematology Oncology Board January 2020 to Current
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Associate, Client Management
First National Bank Of Omaha
05.2022 - Current
Senior Associate, Marketing Project Management
First National Bank Omaha
03.2021 - 08.2022
Senior Associate, Service Manager
First National Bank Of Omaha
01.2017 - 03.2021
Senior Collector, Mortgage
First National Bank Omaha
02.2015 - 01.2017
Customer Care Card Opperations Manager
First National Bank Omaha
04.2013 - 02.2015
Lead Specialist, Customer Care
First National Bank Omaha
11.2012 - 04.2013
Senior Specialist, Customer Care
First National Bank Of Omaha
05.2012 - 11.2012
Enforcement Specialist
Young Willians PC
05.2008 - 05.2012
Midland University
MBA from Marketing
University of Nebraska At Omaha
Bachelor of Science from Education & Human Sciences
Northeast Community College
Associate of Arts from Music Education