Pita Tofiga

• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.

2018-2025 Care Operations Senior Specialist

• Managed HIPAA-compliant account operations, including service requests, account cleanup, and order error resolution ensuring regulatory accuracy.

• Processed billing tasks such as AVS mismatches, credit card remittance, and ACH forms with high accuracy.

• Delivered Level 2 technical support for device and network issues; utilized Jira for ticket tracking and resolution.

• Supported porting operations and collaborated with cross-functional teams to streamline processes.

• Team leader in Omni Channel responsibilities such as inbound emails and outbound campaigns.

GREATCALL, Carlsbad, California

2014-2018 Lead Porting Support Specialist

• Executed timely and accurate port-in and port-out transactions, ensuring seamless service transitions for customers.

• Partnered with wireless and wireline carriers to resolve complex porting issues and minimize delays.

• Delivered expert troubleshooting support for customer porting inquiries, enhancing satisfaction and retention.

• Collaborated with Training to update departmental procedures and improve onboarding accuracy.

• Investigated and responded to FCC complaints with speed and thorough documentation.

• Provide Management with status reports and updates, including high visibility issues and projects.

2008-2014 Technical Support Representative

Senior-level responsibilities including

• Delivered expert support for GreatCall devices and apps, resolving technical issues and guiding customers through product usage.