Stella Fotfiri
Johnsonville,WGN
Summary
Commits to achieving success in all pursuits through unwavering effort, steadfast perseverance, integrity, and careful diligence.
Overview
4
4
years of professional experience
Work History
Technical Helpdesk Representative
EFTPOS New Zealand
, Wellington
09.2025 - Current
- Diagnose and resolve connectivity issues (LAN, Wi-Fi, cellular, IP configuration, DHCP/static IP conflicts).
- Resolved merchant transaction issues, including declined payments, timeouts, reversals, and settlement problems, ensuring smooth operations.
- Troubleshoot hardware faults with different models of EFTPOS, and coordinate replacements where required.
- Assist with software updates, parameter downloads, and terminal resets.
- Coordinated with banks and internal teams to resolve complex or escalated issues, enhancing overall service delivery.
- Accurately log, track, and document incidents using system notes.
- Identified recurring issues and contributed to process improvements and knowledge base updates, streamlining support and reducing future incidents.
- Achieved compliance with service level agreements (SLAs) by monitoring performance metrics. while maintaining high customer satisfaction.
- Troubleshooting integrated EFTPOS terminals connected to third-party EFTPOS platforms.
- Effectively multitasked across multiple systems and platforms while providing real-time technical support on live calls.
- Provided technical support for EFTPOS terminals, including installation, configuration, and troubleshooting.
Onboarding Officer
Banjo Loans - Mindpearl Group
Suva , Fiji
04.2025 - 05.2025
- Monitored the IT Support dashboard to identify and resolve incidents related to data feeds proactively.
- Resolved technical issues for customers and brokers through effective outbound communication via email and chat.
- Troubleshoot issues with direct bank feeds, providing clear, step-by-step instructions to clients on how to obtain and submit bank statements (CSV and PDF) from their bank portals via email.
- Assisted customers and brokers in retrieving and formatting bank statements for successful uploads to the Banjo system.
- Ensured completeness and accuracy of bank statement data, covering 12-month periods and identifying discrepancies or gaps.
- Reviewed uploaded driver's licenses for clarity, replacing low-quality images with clearer versions provided by the customer before uploading to the Banjo system.
- Conducted basic verification checks to confirm that CSV transaction data and balances matched the corresponding PDF statements, identifying any potential signs of manipulation.
- Utilized Excel functions to format and prepare bank statement data for upload into the system, ensuring data integrity and accuracy.
- Transitioned to a new role due to organizational closure while awaiting residence visa approval.
Customer Service Representative
CarClarity - Mindpearl Group
Suva , Fiji
01.2022 - 05.2025
- Consistently provided high-quality customer service in line with Mindpearl and client expectations.
- Managed inbound and outbound customer inquiries using advanced contact center systems, ensuring efficient and professional service delivery.
- Achieved monthly KPIs, including customer satisfaction scores, call handling metrics, and sales targets.
- Resolved customer complaints professionally, adhering to company procedures for effective and respectful outcomes.
- Achieved 30% sales conversion rate through accurate identification of customer needs and effective product recommendations.
- Balanced both the quantity and quality of sales, ensuring all conversions adhered to compliance standards and contributed to long-term customer satisfaction.
- Executed administrative tasks accurately, supporting timely processing of customer requests and improving operational efficiency.
- Collaborated with team in an Australian-based organization to ensure effective communication and service delivery.
Team Manager
CarClarity - Mindpearl Group
Suva , Fiji
09.2023 - 12.2023
- Monitored team performance and implemented corrective actions to consistently achieve service targets and KPIs.
- Measured and analyzed individual and team achievements against both qualitative and quantitative performance benchmarks.
- Communicated performance standards clearly to team members and provided regular updates on KPI's versus target results.
- Managed personnel processes, including leave management and payroll approvals, to maintain smooth operational flow.
- Investigated client queries and complaints, resolving issues promptly to enhance customer satisfaction.
- Worked within Australian organization
Education
High School Diploma -
Jai Narayan College
Suva, Fiji01.2019
Skills
- Positive attitude
- Time management
- Problem solving
- Team collaboration
- Integrity
Accomplishments
- No. 1 Contender of the Year, 2022: I was honored to receive the No. 1 Contender of the Year award in 2022 in recognition of my consistently high performance. This included earning multiple weekly awards, such as Quality Agent of the Week, and achieving the highest conversion rate for customers securing loans.
- Quality Agent of the Year, 2022: In 2022, I was awarded the Quality Agent of the Year in recognition of my exceptional call quality performance, consistently ranking highest within the team.
- Quality Analyst Certificate, 2022: I received a Quality Analyst certificate during my secondment as a Team Leader, acknowledging my contributions to maintaining and evaluating service standards.
Hobbies and Interests
- Spending quality time with family
- Personal growth
- Learning new skills
References
- Mohammad Zoheer, Call Center Manager - TKW Research Group, +6799022076
- Moline Epeli, Call Centre Manager - Mindpearl Group, moline.epeli@mindpearl.com, +6798959216
- Malcolm Biaunidrano, Team Leader - Mindpearl Group, viaucc97@gmail.com, +6792704070
Timeline
Technical Helpdesk Representative
EFTPOS New Zealand
09.2025 - Current
Onboarding Officer
Banjo Loans - Mindpearl Group
04.2025 - 05.2025
Team Manager
CarClarity - Mindpearl Group
09.2023 - 12.2023
Customer Service Representative
CarClarity - Mindpearl Group
01.2022 - 05.2025
High School Diploma -
Jai Narayan College