Leila Escalona
@leilaescalona
Dedicated customer service professional with strong problem-solving skills.
United StatesWhat I'm looking for
I'm Leila Escalona, a dedicated customer service professional with a strong background in managing high-volume calls and assisting clients with their insurance needs. Currently, I work as a Loss Drafts Associate at National General Lender Services, where I monitor and pay home insurance claims, ensuring that each process is handled with precision and care.
My experience also includes a role in Customer Care Inbound, where I was cross-trained for five different lenders, demonstrating my ability to adapt and learn quickly. I take pride in my communication skills and my capacity to lead and train others, as seen in my previous position as an Assistant Manager at Famous Footwear. I am committed to providing exceptional service and support to both customers and colleagues alike.
Experience
Work history, roles, and key accomplishments
Loss Drafts Associate
National General Lender Services
Jan 2024 - Present (1 year 9 months)
Monitored and processed home insurance claims, ensuring timely payments and accurate record-keeping. De-escalated challenging customer calls and maintained clear, concise notes in the system of record (SOR).
Customer Care Inbound
National General Lender Services
Jan 2020 - Present (5 years 9 months)
Managed high-volume inbound calls and tracked insurance policies for multiple lenders, adhering to diverse policies and procedures. Successfully navigated two different systems of record and assisted with data entry and the launch of Cornerstone.
Assistant Manager
Famous Footwear
Jan 2018 - Jan 2020 (2 years)
Trained employees on sales techniques and managed shipments for two retail locations. Contributed to team development and operational efficiency.
Education
Degrees, certifications, and relevant coursework
Rio Salado Community College
Associate's Degree (in progress), Accounting
Currently pursuing an Associate's Degree in Accounting, focusing on financial principles and practices.
Kamiak High School
High School Diploma, General Studies
2006 - 2010
Completed high school education, gaining foundational knowledge and skills.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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