Jaime Layng Email & Phone Number

Bellevue, Washington, United States

Seattle, Wa

Overview:As an analyst on the IT Business Application Support team, I interacted with nearly every aspect of the business to ensure smooth operations. I took pride in empowering my peers with the knowledge and resources needed to excel in their roles.Responsibilities:• Manage incidents from business users via Jira Service Desk, with issues ranging from routine and well-understood to unforeseen and complex.• Setup & deactivation of internal/external business user accounts.• Proactively and reactively identify system issues and engage with stakeholders and engineers to achieve resolution consensus.• Work closely with QA to develop success criteria for defect resolution tests.• Collaborate with stakeholders on special projects to advance business priorities and directives.Accomplishments:• Sole IT analyst on a new collaboration blending several business units to improve the software experience for outside agents at a time when no single team owned the process. Our efforts eased usability, improved company quote rankings, and reduced rating errors by over 85%.• After the rollout of SSO and MFA initiatives for 3rd-party business users, I was the sole IT analyst providing continued troubleshooting of network access and authentication issues until user success reached 100%.• Brought a defect triage approach to service desk management, prioritizing Jira incidents to efficiently clear low-hanging fruit while also quickly identifying the next steps for more in-depth problems.• Self-taught writing basic-to-intermediate SQL queries to gather mainframe data to assist in defect identification and analysis. This expedited the setup of comprehensive production support stories and steps to recreate, greatly reducing the time and effort needed for engineers to isolate problems and for QA to test ensuing fixes.• Identified several longstanding and previously unknown technical and process issues, allowing the company to realize notable reductions in premium leakage.

Seattle, Wa

Overview:As a Customer Engagement Generalist, I brought extensive insurance knowledge and a friendly, solutions-focused approach to ensure customers received the best service possible. Addressed a wide range of inquiries for external customers: service, billing, claims intake and service, and total loss negotiation & settlement. Coached and mentored peers on their journey to insurance expertise and customer service excellence.Responsibilities & Accomplishments:• Promoted efficiency by identifying areas where additional communication may help clarify user processes and procedures.• Expedited software and hardware troubleshooting by assisting colleagues before they escalate to IT.• Leveraged knowledge and experience to advance into an as-yet undefined role handling all three of Customer Service's contact channels, paving the way for creation of the Generalist career path.• Collaborated with partners in IT to identify technical issues or bugs preventing the smooth handling of business users’ daily workflows.• Partnered with Marketing to help launch and write for the Customer Service Q&A blog.• Frequently tapped as SME for projects involving system improvements, technical solutions, and training criteria.

Seattle, Wa

Overview:Merged a devotion to excellent customer service with knowledge of the insurance industry to provide a world class experience to internal and external customers. Coached fellow employees and outside agents in the proficient use of company systems, insurance rules and regulations, and conflict resolution.Responsibilities & Accomplishments:• Analyzed rating errors and technical problems, escalating as needed.• Addressed escalated customer contacts via inbound/outbound calls and social media comments• Developed “best practice” training modules improve user workflow for common interactions.• Worked with partners in IT to coordinate, test, and roll out new technologies with a focus on how those technologies can improve or detract from the customer service experience.• Filled the role of weekend lead, acting as a supervisor and workforce analyst to manage the department and contact queues.

Addressed basic to complex inquiries from customers regarding their checking and savings accounts as well as general inquiries regarding credit cards and loans. Assisted clients in filing Regulation E claims against unauthorized charges on their accounts. Identified several client impersonators who were in the process of committing, or who were planning to commit, fraud on customers' accounts, thereby reducing or preventing potential losses.

Assisted in the production duties of over 20 teammates by supplying necessary research support and information analysis. Teamwork was key as I directly instructed other associates in the use of a variety of systems and assisted in their workflows. Daily contact with internal customers from all over the country required strong customer service and communication skills.