Drew Layman Email & Phone Number

Endorsements and recommendations received from my Connections were not solicited and they did not receive any form of compensation.Nationwide Investment Services Corporation, Member FINRA

Columbus, Ohio, United States

Service ManagementProvide support to internal and external customers by responding to and resolving inquiries and complaints, writing customized correspondence and providing research assistance.• Receive, research, and handle cases from the Office of Customer Advocacy; these typically include written or verbal member complaints and Department of Insurance inquiries and complaints but can be almost any correspondence including email; I handle Fixed Life, Variable Life, Provident, and Annuities• Receive Siebel requests from the call center and Issue Resolution Teams to write and send customized letters to members, agents and third parties; Service Recovery (requesting gift baskets as part of an apology response to a service issue); I handle Life and Private Retirement Plans letters• Research and respond to member email received through the “contact us” link of nationwide.com and mynfn.com; this includes system processing as needed

Relationship Manager – Life Issue Resolution Team Dec. 2006 – Dec. 2013• Field incoming requests from call center representatives regarding life policy issues.• Report and track billing and policy issues through resolution.• Contribute articles to department newsletter.Service Relations Representative Dec. 2004 – Dec. 2006• Field incoming calls from agents and customers regarding life insurance policies.• Process loans, dividend withdrawals, billing mode changes and other actions as requested.

• Documented the MCI data network by updating and maintaining several databases based on information contained in orders, engineer configurations and through feedback from the Network Operations Center. This included dial ports, frame relay and packet circuits (analog, T1s, T3s) as well as hardware (nodes, routers, Verilink racks, etc.). • Ensured the accuracy of network documentation through live network testing and by comparing database information with orders, planning engineers, telecom providers, the billing department and the NOC. • Edited technical documents written by engineers to ensure clarity and proper grammar.