Ruci Tuicaumia

Supported day-to-day digital banking operations involving customer cases, transaction disputes, escalations, compliance monitoring, and workflow management. Coordinated team workloads and priorities to ensure timely and accurate case handling.

Managed customer enquiries and cases relating to digital banking services and disputed transactions in a high-volume contact centre environment. Investigated disputed transactions and managed cases from initial contact through resolution.

Handled complex customer and travel-agency enquiries, escalations, and policy-related matters. Resolved escalated matters through investigation, coordination, and timely follow-up.

Supported international passengers with Amadeus bookings, fare enquiries, itinerary changes, and other travel-related requests. Resolved complex reservation and ticketing issues, ensuring accurate fare recalculations and compliance.

Coordinated daily team workloads and priorities while ensuring service standards and operational procedures were maintained. Coached team members on task prioritisation, service standards, and compliance with operational procedures.

Supported global passengers with Amadeus bookings, fare enquiries, and customer change requests. Resolved complex reservation and ticketing issues, ensuring accurate fare recalculations and compliance.

Managed the customer email team, triaging complex travel enquiries, prioritising urgent matters, and maintaining SLA compliance. Mentored new hires and collaborated with QA and Training teams to support performance improvement.

Established and managed the Customer Care Email Team, handling complex customer cases involving flight disruptions, compensation claims, baggage matters, complaints, and customer feedback. Assessed passenger compensation claims under EU Regulation 261/2004.

Coordinated customer bookings, schedule changes, cancellations, and complex international travel arrangements while providing professional customer service through phone and email. Escalated GDS issues for prompt resolution and assisted with ticket reissues and date changes.

Assisted customers with domestic and international bookings via Amadeus GDS. Processed changes, refunds, and special assistance requests while adhering to company policy.

Managed audiovisual systems, livestreaming platforms, and digital media support for weekly services and events. Coordinated presentations, displays, and technical operations while maintaining accuracy and attention to detail.

Completed a Certificate in Front Office and Food & Beverage at Fiji National University in 2018.

Completed Year 12 at Dudley High School in 2015.

Attended Lelean Memorial School from 2012 to 2014, completing Years 9 to 11.