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.
• 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.
• 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.
• 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.