Latai Tuituu
Norfolk,VA
Summary
Detail-oriented customer service professional with 8+ years of experience in high-volume banking, aviation, and financial services. Expertise in managing complex inquiries, researching account details, and resolving customer issues across various systems. Committed to upholding confidentiality and compliance standards while delivering exceptional service.
Overview
4
4
years of post-secondary education
11
11
years of professional experience
Work History
CBRO Spec
American Airlines
Tempe, Arizona
11.2022 - 04.2024
- Managed high-volume inbound customer inquiries regarding lost baggage claims, researching account details, documenting cases, and providing timely resolutions.
- Resolved customer inquiries by researching account information, reviewing claims, documenting interactions, and providing accurate resolutions.
- Determine equitable resolutions for baggage losses, damages, pilferage and delays.
- Trace lost luggage through our warehouses and communicate with other airlines.
- Maintaining constant communication with our executive platinum flyers.
- Navigating different screens, systems (CRM) and codes to ensure the daily quota is met.
- Documented all accepted appeals and claim disputes for processing.
ACH Financial crimes Specialist 3
Wells Fargo
Chandler, Arizona
04.2017 - 06.2020
- Investigate/ review potential fraud on wells Fargo accounts
- Team lead – assist in training new hires, managing daily inbound reports such as errors/ claim volume
- Documented findings from customer financial histories to identify patterns and potential fraud
- Collaborated with other departments to address customer financial needs
- Partnering with other departments in assisting the customers' financial needs
- Working and closing each and every priority account from the start to the close of the claim
- Adaptable to diverse community, fast paced dynamic environment
- Prioritized assignments to ensure timely completion of responsibilities.
- - Assist with quality training current agents
- - Received quarterly recognition awards for ability to be a team player, quality and assisting the department.
- - Assisted with pilots for upcoming procedures
- - Received quarterly recognition awards for ability to be a team player, quality and assisting the department.
Mortgage Loan Processor Assistant
Wells Fargo
Chandler, Arizona
04.2015 - 04.2017
- Interact with Mortgage Professionals (LO, underwriter, title, etc) to obtain information from borrower or to seek clarification about documents in the loan file.
- Interact with Mortgage Professionals (LO, underwriter, title, etc.) to obtain information from borrower or to seek clarification about documents in the loan file.
- Assisted customers with account resolution, payment-related inquiries, and documentation requirements while maintaining compliance standards.
- Determine effective interpersonal skills during all calls.
- Maintain high percentage of quality on all calls as well as work duties.
- Adhere to all applicable internal NPI policies and procedures.
- Coordinated follow-ups and document requests to facilitate timely loan processing and enhance customer satisfaction.
- Utilized Microsoft Office programs, such as Outlook and Excel, to enhance productivity.
- Consistently maintained a friendly attitude and positive demeanor during customer interactions.
- Supported underwriting team by reviewing documents for loan eligibility.
- Accomplishments
- - Assisted in training new hires through side-by-side mentoring to promote smooth onboarding and knowledge transfer.
- Engaged in leadership development workshops across multiple sites.
- Assisted with pilots for upcoming procedures
Home Equity Customer Service
Chase Bank
Tempe, Arizona
06.2013 - 03.2015
- Managed high-volume inbound and outbound customer interactions while maintaining quality and productivity standards.
- Researched customer accounts across multiple systems to resolve inquiries.
- Maintained a friendly attitude and positive demeanor while interacting with customers to enhance satisfaction.
- Documented customer interactions and case outcomes accurately.
- Data Entry (10-key)
- Type 45-50 wpm
- Computer literate (Outlook, Excel, Microsoft)
- Adaptable to diverse community
Education
Associate of Science - Nursing
Tidewater Community College
Norfolk, VA 08.2026 - 02.2030
Mesa High
Mesa, AZSkills
- Jr underwriting
- Claims processing
- Case documentation
- Data Entry
- Data entry
- CRM systems
- Account management systems
- Microsoft Office Suite
- Excel
- Outlook
- Computer literate
- Multitasking
- Time management
- Fast-paced dynamic environment
- Remote service tools
Employment Goal
To obtain an occupation opportunity that utilizes my customer service skills, industry knowledge and experience.
Timeline
Associate of Science - Nursing
Tidewater Community College
08.2026 - 02.2030
CBRO Spec
American Airlines
11.2022 - 04.2024
ACH Financial crimes Specialist 3
Wells Fargo
04.2017 - 06.2020
Mortgage Loan Processor Assistant
Wells Fargo
04.2015 - 04.2017
Home Equity Customer Service
Chase Bank
06.2013 - 03.2015
Mesa High