Summary
Overview
Work History
Education
Skills
Timeline
Generic

Hazel Blessing

Summary

Results-oriented customer service professional and licensed agent with over 25 years of experience, combining empathy and a teaching mindset to consistently exceed customer expectations. Proven ability to analyze complex problems, evaluate strategic options, and implement effective solutions. Adept at prioritizing tasks, managing multiple responsibilities, and thriving in fast-paced environments. Known for actively listening and engaging with customers, demonstrating reliability, adaptability, and compassion in every interaction. A dedicated professional committed to enhancing customer satisfaction through a holistic and compassionate approach to service excellence.

Overview

17
17
years of professional experience

Work History

VIP Sr. CSR III - Acting Training Assistant

Zander Insurance Group
01.2015 - Current
  • Guided Clients through the life insurance process ensuring they understand the intricacies of insurance policies achieving a combined 98% customer satisfaction and internal quality assurance score
  • Liaised with life and disability insurance carriers as a client advocate to resolve IT challenges, navigate claims processes, and manage billing and policy changes decreasing processing times by 30% resulting in improved client trust and retention
  • Developed, published and presented training materials, and process instructions to new and senior staff ensuring a well-informed and efficient team that consistently exceeds over 95% policy placement.

Sr.Administrative and Client Support Specialist

American national Payments
06.2013 - 10.2014
  • Provided full merchant support from onboarding and application processing, equipment programming, to weekly billing, invoicing, and payroll settlements to over 1200 local merchants
  • Educated clients on systems access and transaction settlement, contributing to a 25% reduction in technical issues reported by clients while simultaneously improving PCI compliance by 60%
  • Trained 25% of company personnel
  • Focused on skill development and industry knowledge leading to a 30% improvement in time management and a 15% reduction in technical errors.

VIP Fraud Analyst III

JP Morgan Chase
02.2007 - 04.2013
  • Used Internal and external resources to obtain forensic evidence for investigative purposes to analyze and reconcile fraud balances for 250 claims per month recovering 160% of projected totals while maintaining compliance with federal and Visa/MasterCard regulations to avoid financial loss or fines to the bank
  • Spearheaded the development of specialized account handling protocols, tailoring processes to meet the unique needs of high-profile clients, and subsequently conducted comprehensive training sessions for two teams, ensuring seamless integration and enhanced service delivery.
  • Achieved consistent performance and quality ratings in the top 10% of over 3,000 peers.

Education

Skills

  • Customer Success Management
  • Data Management
  • Customer Service
  • Process Improvement
  • Employee Coaching and Mentoring
  • Teamwork and Collaboration
  • Decision-Making
  • Professional and Courteous
  • Problem Resolution
  • Documentation and Reporting
  • Work Planning and Prioritization
  • Technical Proficiency

Timeline

VIP Sr. CSR III - Acting Training Assistant

Zander Insurance Group
01.2015 - Current

Sr.Administrative and Client Support Specialist

American national Payments
06.2013 - 10.2014

VIP Fraud Analyst III

JP Morgan Chase
02.2007 - 04.2013

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Hazel Blessing