1. James J. Blihar
36-54 35th
St. Apt. 1, Long Island City, NY 11106
(718) 392-0234 jjblihar@yahoo.com
Financial Services
Financial Services professional with a background in providing support to improve client
interaction, productivity, and transaction processing
• Talented professional with success in devising and implementing customer-focused solutions.
• Resourceful and innovative in solving problems, adapts to challenges and multitasks in
implementation.
• Adept at understanding the big picture to accurately identify issues that meet client/staff needs.
• A motivated, trustworthy, ethical, and discreet self-starter with communication and negotiation skills.
• Understands objectives, implements tasks, builds trust and fosters teamwork to accomplish results.
Qualified by core capabilities
• Office Operations/Multitasking • Customer/Client Support and Service
• Process Improvement • Creative Problem-Solving/Team Collaboration
• Report Analysis/Interpretation • Planning and Execution
• Verbal/Written Communication • Technology Literate
PROFESSIONAL EXPERIENCE
National Quality Review (NQR), Boston, MA (1997 – 2014)
Financial Services Analyst
Client Relationship Manager for 4 mutual funds and responsible for the analysis of call center
customer/client interaction quality. NQR is a 3rd
-party consulting firm providing objective evaluation of
client compliance and customer service.
• Evaluated key client operations resulting in stricter compliance and enhanced customer satisfaction.
• Strengthened objective criteria for call center evaluation to improve service delivery.
• Partnered in team process evaluations resulting in actionable improvements and greater efficiency.
• Researched, developed, and implemented strategies to improve customer service quality.
• Ensured that demanding customer needs met project goals for timeliness and completion.
• Worked closely with compliance managers to integrate regulatory considerations into analysis.
• Investigated and researched customer issues for resolution through discussion and evaluation
reports.
• Resolved administrative problems and coordinated reporting protocols to meet stringent deadlines.
• Created standards to improve processes, increase output, and further enhance customer
satisfaction.
Fidelity Investments, Boston, MA (1986 – 1994)
Assistant to the Chairman
Provided a broad range of highly visible administrative services to the chairman, division presidents, vice
presidents and portfolio managers. Fidelity is a global financial services firm.
• Researched and responded to customer complaints from the NASD, SEC, and members of
congress.
• Investigated, researched and wrote corporate responses to public relations issues.
• Developed and delivered training to more effectively resolve management of inquiries and disputes.
• Recognized for excellence in revising company literature for improved clarity.
• Worked directly with clients during high volume periods to facilitate trades and inquiries.
EDUCATION
BA, Literature and Theater (Cum Laude), University of Massachusetts, Amherst, MA (1980)
PROFESSIONAL CERTIFICATION
NASD registration Series 6, 7, 63
TECHNICAL SKILLS: Word, PowerPoint, Excel, Adobe Acrobat, Quattro Pro