Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

MALVINA AIONO

HENDERSON,USA

Summary

Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.

Overview

12
12
years of professional experience

Work History

Insurance Agent

Liberty Mutual
10.2024 - 04.2025
  • Responded quickly and accurately to inquiries from clients regarding their coverage plans.
  • Educated customers on the importance of maintaining adequate insurance coverage.
  • Generated reports detailing sales activities, client interactions, and progress towards goals.
  • Developed relationships with new clients through cold calling and referrals from existing customers.
  • Conducted research to identify competitive rates and benefits offered by other providers.
  • Processed payments received from clients promptly according to established procedures.
  • Gathered detailed information from customers prior to offering quotes or making recommendations.

Resolutions Care Representative

Barclays
Henderson, US
05.2022 - 05.2024
  • Delivered high-quality customer support in a fast-paced call center environment, resolving billing, account, and service issues across multiple platforms.
  • Took ownership of escalated issues, de-escalating frustrated customers and ensuring timely follow-up.
  • Provided peer support and shadowed new hires, offering tips, feedback, and encouragement to help them succeed.
  • Recognized for consistently exceeding quality assurance targets and call handling efficiency.
  • Maintained accurate records of customer interactions and resolutions using CRM systems.

Customer Service Representative

Progressive Insurance
Las Vegas, US
11.2018 - 05.2022
  • Explained complex technical terms related to insurance plans in simple language for easy understanding.
  • Analyzed claims data to determine potential areas of improvement for policyholders' protection.
  • Engaged customers and provided high level of service by carefully explaining details about documents.
  • Resolved customer complaints in a timely manner to maintain high satisfaction levels.
  • Prepared documents such as applications, endorsements, renewals, cancellations, or other forms required by law or company procedures.
  • Ensured compliance with applicable laws, regulations, and company policies while selling insurance products.

Technical Support Representative

Telus International
Las Vegas, NV
11.2015 - 10.2018
  • Resolved escalated customer service issues in a timely manner.
  • Assisted customers with installation of new hardware and software applications.
  • Troubleshot customer inquiries related to software and hardware issues.
  • Diagnosed system errors and implemented solutions to resolve them.
  • Participated in special projects as assigned by management team.
  • Created reports on customer complaints and feedback for management review.
  • Provided technical assistance to customers through phone, email and chat support.
  • Trained new support representatives on troubleshooting techniques and company support protocols.
  • Analyzed support tickets to identify trends and recommend product improvements to the development team.

Customer Service Representative

Discover Financial Services
Salt Lake City, US
08.2013 - 05.2015
  • Managed incoming calls from customers seeking assistance with their credit cards and provided solutions accordingly.
  • Ensured compliance with all federal laws pertaining to consumer financial protection including Fair Credit Reporting Act regulations.
  • Processed payments, balance transfers, account updates and other transactions accurately and efficiently.
  • Monitored daily performance metrics such as average handle time, first contact resolution rate, ensuring team goals were met.
  • Provided customer service to cardholders by responding to inquiries, resolving complaints and providing guidance on product features.

Education

HIGH SCHOOL DIPLOMA -

Liberty High School
Las Vegas, NV
06.2008

Skills

  • Customer Service
  • Call Management
  • Conflict Resolution
  • Insurance Processing
  • Customer Retention
  • Technical Support
  • Effective communication
  • Negotiation skills
  • Problem Solving
  • Communication

Awards

  • 10x Top Performer
  • Best Quality Assurance

Timeline

Insurance Agent

Liberty Mutual
10.2024 - 04.2025

Resolutions Care Representative

Barclays
05.2022 - 05.2024

Customer Service Representative

Progressive Insurance
11.2018 - 05.2022

Technical Support Representative

Telus International
11.2015 - 10.2018

Customer Service Representative

Discover Financial Services
08.2013 - 05.2015

HIGH SCHOOL DIPLOMA -

Liberty High School

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