MYRNA ESCALONA
Pembroke Pines ,FL
Summary
Adept in customer service and problem-solving, I significantly enhanced customer satisfaction and retention at State Farm through effective conflict resolution and relationship-building strategies. My bilingual proficiency and critical thinking skills complement my experience as a caregiver, where I promoted independence and quality of life. This unique blend of hard and soft skills drives results in diverse environments.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
State Farm
04.2024 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Caregiver
Margie Hasen
03.2022 - Current
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
- Built strong relationships with clients to deliver emotional support and companionship.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Assisted patients with self-administered medications.
- Provided safe mobility support to help patients move around personal and public spaces.
- Coordinated closely with family members regarding updates on patient conditions or concerns that arose during the course of caregiving duties.
- Assisted with daily living activities, running errands, and household chores.
- Transported clients to and from medical appointments with safety and efficiency.
Customer Service Representative
State Farm
02.2005 - 03.2024
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Supported team members during peak periods by sharing workload and providing guidance when needed.
- Maintained high levels of customer retention with proactive relationship-building strategies.
- Assisted in the development of new sales strategies, resulting in increased conversion rates among potential buyers.
Education
Notary Public For The State of Florida - Notary Public
National Notary Association
Miami, FL 01.2006
440 Insurance License - Insurance
Gold Coast Schools
North Miami, FL 01.2005
Associate of Arts - Education
Miami Dade College
Miami, FL06.1995
High School Diploma -
Berlin High School
Berlin, CT06.1991
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Caretaker
- Bilingual (Spanish / English)
- Computer Proficiency
Timeline
Customer Service Representative
State Farm
04.2024 - Current
Caregiver
Margie Hasen
03.2022 - Current
Customer Service Representative
State Farm
02.2005 - 03.2024
Notary Public For The State of Florida - Notary Public
National Notary Association
440 Insurance License - Insurance
Gold Coast Schools
Associate of Arts - Education
Miami Dade College
High School Diploma -
Berlin High School
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