MALILI NIFO
Sacramento,CA
Summary
Customer-focused professional dedicated to enhancing service delivery and satisfaction. Demonstrates expertise in building positive relationships with clients, resolving complex issues, and maintaining accurate records to ensure compliance with program requirements. Known for effective communication, active listening, and a collaborative approach to problem-solving.
Overview
15
15
years of professional experience
Work History
B&B Home Visitor
Mutual Assistance Network
Sacramento, CA
12.2024 - Current
- Conducted home visits to assess family needs and provide support.
- Provided client-centered support to children and families by assessing needs, answering questions, and connecting families with essential resources. Maintained detailed records of visits, assessments, services, and follow-up activities to ensure compliance with program requirements. Communicated with families in person, built positive relationships, and followed up to ensure concerns and service needs were addressed. Collaborated with team members and community partners to coordinate services, enhancing support for families and improving service delivery.
- Developed personalized action plans for families based on assessments.
- Facilitated parent education workshops on child development topics.
Customer Service Representative
United Airlines
Sacramento, CA
05.2023 - 11.2024
- Provided professional customer service via phone, email, and online chat, ensuring accurate information delivery and prompt resolution of inquiries. Listened to customer concerns, identified solutions, and escalated complex issues to appropriate teams.
- Supported customers in making flight reservations and modifying itineraries.
- Handled and resolved passenger complaints and issues with efficiency.
- Informed customers about flight schedules and airport service options.
Security Officer
Cache Creek Casino
Brooks, CA
08.2023 - 11.2024
- Monitored casino premises for security breaches and suspicious activities.
- Conducted regular patrols to ensure guest and employee safety.
- Responded promptly to incidents, ensuring proper protocols were followed.
- Assisted guests by promptly addressing questions, concerns, incidents, and emergencies, ensuring safety and satisfaction. Maintained accurate documentation of incidents and communicated essential information to management and team members.
Ambassador
CLEAR
Sacramento, CA
11.2022 - 04.2023
- Assisted passengers with questions and concerns regarding airport security procedures, ensuring a friendly and professional experience. Collaborated with team members to enhance customer experience in a fast-paced airport environment.
- Engaged customers in the CLEAR process for seamless travel experiences.
- Educated travelers on expedited security procedures and benefits of membership.
- Collaborated with team members to enhance customer service delivery standards.
Ramp Supervisor
GAT
Sacramento, CA
07.2019 - 05.2023
- Supervised ramp operations to ensure efficient aircraft ground handling.
- Led and supported team of ramp agents, coordinated daily operations to meet service, safety, and productivity expectations. Trained new team members and communicated operational priorities while collaborating across departments to resolve issues.
- Coordinated team activities for timely and safe baggage loading and unloading.
- Managed scheduling for ramp staff to optimize workflow and coverage.
Fleet Service Agent
American Airlines
Sacramento, CA
01.2022 - 01.2023
- Assisted customers with luggage and travel-related needs, coordinating with ground crews to ensure timely flight operations.
Caregiver / Med Tech
Golden Moments Care Home
Sacramento, CA
08.2014 - 02.2018
- Assisted residents with daily living activities and personal care needs.
- Cultivated relationships with residents and families through compassionate communication, reliable support, and precise documentation.
- Communicated effectively with residents and their families about care plans.
- Maintained a clean and safe environment for all residents.
Bakery Associate
Walmart
Antelope, CA
03.2012 - 07.2014
- Prepared baked goods following company recipes and safety standards.
- Operated ovens and mixers to produce high-quality bakery items.
- Maintained cleanliness and organization of bakery workstations and tools.
- Greeted and assisted customers, answered questions, and fulfilled orders to enhance customer experience and support team in meeting daily service and production goals.
Generator Mechanic
U.S. Army Reserve
Sacramento, CA
01.2022 - Current
- Maintained and repaired generators for military operations and training exercises.
- Diagnosed electrical and mechanical issues in generator systems effectively.
- Collaborated with team members to ensure equipment readiness and reliability.
- Maintain accurate maintenance records, respond to service needs, and work independently and with team members to complete assignments safely and on time.
Education
Bachelor's Degree - Health Services Management
University of Maryland Global Campus
01-2025
Diploma - Medical Assisting
Kaplan College
Sacramento01-2015
Skills
- Customer Service
- Client Relations
- Customer Follow-Up
- Recordkeeping & Documentation
- Professional Communication
- Conflict Resolution
- Active Listening
- Problem-Solving
- Multitasking
- Organization
- Team Collaboration
- Attention to Detail
- Adaptability
- Community Engagement
Personal Information
Title: B&B Home Visitor | Customer Service Representative | Security Officer | Ambassador | Ramp Supervisor | Fleet Service Agent | Caregiver / Med Tech | Bakery Associate | Generator Mechanic
Languages
Samoan Native
Timeline
B&B Home Visitor
Mutual Assistance Network
12.2024 - Current
Security Officer
Cache Creek Casino
08.2023 - 11.2024
Customer Service Representative
United Airlines
05.2023 - 11.2024
Ambassador
CLEAR
11.2022 - 04.2023
Fleet Service Agent
American Airlines
01.2022 - 01.2023
Generator Mechanic
U.S. Army Reserve
01.2022 - Current
Ramp Supervisor
GAT
07.2019 - 05.2023
Caregiver / Med Tech
Golden Moments Care Home
08.2014 - 02.2018
Bakery Associate
Walmart
03.2012 - 07.2014
Bachelor's Degree - Health Services Management
University of Maryland Global Campus
Diploma - Medical Assisting
Kaplan College