Katie Layman

Performance-driven Contact Center Professional with extensive remote experience managing high-volume financial services and customer care accounts. Adept at navigating multiple intricate software systems, enforcing rigid regulatory compliance standards, and resolving complex transaction or account access issues. Proven capability to maintain a calm, empathetic composure during high-stress customer escalations.

Dedicated to accelerating digital tool adoption, mitigating operational fraud risks, and delivering first-call resolutions (FCR) aligned with top-tier customer excellence values.

Call Center Representative - Liberty Mutual - Remote

(2022-10 - 2025-12)

• Handled a high-volume queue of 75+ daily inbound calls, maintaining an empathetic, professional tone while de-escalating intense customer friction and complex disputes.
• Investigated unique client histories and acted as a core cross-department liaison to specialized risk and validation groups, boosting departmental operational efficiency.
• Diagnosed root causes of multi-system account issues to secure a 14% improvement in individual first-call resolution (FCR) metrics over previous quarterly baselines.
• Adhered stringently to data privacy regulations and corporate guidelines, ensuring comprehensive verification of personal records prior to account alterations.

Customer Sales and Service Expert - Cotiviti - Remote

(2020-09 - 2022-12)

• Walked customers through intricate internet portal operations, systematically resolving digital access blocks and tech lockouts to lower future call center strain.
• Cultivated trusted relationships with clients, analyzing historical user data to isolate needs and position supplemental services, lifting retention metrics by 11%.
• Addressed multi-faceted consumer inquiries accurately via dual chat and phone systems, keeping documentation compliant with data entry guidelines.

Customer Retention Specialist - HNE-Freedom Mortgage - Remote

(2018-11 - 2020-08)

• Monitored delinquent, escrow, and active financial accounts, carefully verifying identity and financial histories to isolate transaction anomalies or preliminary fraud markers.
• Formulated repayment options and coordinated collections initiatives, recovering critical outstanding balances while maintaining supportive consumer relationships.
• Navigated complex billing architectures and specialized financial tracking software to resolve escrow, payment posting, and fee structure complaints securely.
• Reduced overall customer queue wait times by streamlining multi-database record lookups and optimizing active inquiry triaging.

General Studies / Customer Relations - Burlington County College