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.
• 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:

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.
• 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.

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.
• 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.

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.