Summary
Overview
Work History
Education
Skills
Websites
CORE COMPETENCIES
Timeline
Generic

HEATHER AITKENS

Hollywood,FL

Summary

Dedicated and detail-oriented professional with over 15 years in Customer Service and Dispute Resolution, including 5+ years in remote roles, specializing in credit card chargeback resolution, guest recovery, financial reconciliation, and dispute analysis.

Overview

19
19
years of professional experience

Work History

<ul><li>Resolved complex post-cruise billing disputes involving missed services, onboard charges, and fare inconsistencies—often coordinating with payment processors and internal teams.</li><li>Handled credit card chargebacks by collecting transaction records, compiling evidence, and submitting documentation to support dispute reversals.</li><li>Tracked dispute outcomes, updated CRM systems, and ensured timely reimbursements, credits, and adjustments.</li><li>Served as SME for GEM (Guest Experience Management) system, training peers in escalation handling and dispute logging.</li><li>Maintained detailed notes and financial records for compliance, arbitration, and guest communication.</li><li>De-escalated high-level customer concerns through strategic communication and timely, fair resolutions.</li><li>Participated in process reviews to recommend improvements in the chargeback lifecycle and post-service handling.</li></ul>

Costa Cruise Lines
Hollywood, FL
04.2012 - 11.2023
  • Resolved complex post-cruise billing disputes involving missed services, onboard charges, and fare inconsistencies—often coordinating with payment processors and internal teams.
  • Handled credit card chargebacks by collecting transaction records, compiling evidence, and submitting documentation to support dispute reversals.
  • Tracked dispute outcomes, updated CRM systems, and ensured timely reimbursements, credits, and adjustments.
  • Served as SME for GEM (Guest Experience Management) system, training peers in escalation handling and dispute logging.
  • Maintained detailed notes and financial records for compliance, arbitration, and guest communication.
  • De-escalated high-level customer concerns through strategic communication and timely, fair resolutions.
  • Participated in process reviews to recommend improvements in the chargeback lifecycle and post-service handling.

<ul><li>Reconciled daily credit card transactions; ensured accuracy and prompt response to chargeback alerts.</li><li>Issued credit vouchers and handled discrepancies in guest accounts; supported merchant processor communication.</li><li>Prepared monthly credit reports for management with insights into disputed transactions and refund patterns.</li><li>Ensured data integrity during audits and provided resolution support to customer-facing departments.</li></ul>

Costa Cruise Lines
Hollywood, FL
06.2007 - 04.2012
  • Reconciled daily credit card transactions; ensured accuracy and prompt response to chargeback alerts.
  • Issued credit vouchers and handled discrepancies in guest accounts; supported merchant processor communication.
  • Prepared monthly credit reports for management with insights into disputed transactions and refund patterns.
  • Ensured data integrity during audits and provided resolution support to customer-facing departments.

<ul><li>Handled customer inquiries, changes, and disputes related to travel bookings and payments.</li><li>Educated guests on fare rules, refund policies, and supporting documentation for claims and disputes.</li><li>Provided billing support and collaborated with the accounting team on payment inconsistencies.</li></ul>

Costa Cruise Lines
Hollywood, FL
08.2004 - 06.2007
  • Handled customer inquiries, changes, and disputes related to travel bookings and payments.
  • Educated guests on fare rules, refund policies, and supporting documentation for claims and disputes.
  • Provided billing support and collaborated with the accounting team on payment inconsistencies.

Education

Associate in Science (A.A.) -

Bronx, NY
Bronx, NY

High School Diploma -

Bronx, NY
Bronx, NY

Skills

  • ClubReady / CRM Platforms
  • Excel Reporting & Data Entry
  • ClubReady / CRM Platforms
  • Excel Reporting & Data Entry

CORE COMPETENCIES

  • Chargeback & Dispute Resolution
  • Credit Card Reconciliation
  • Guest & Merchant Communication
  • CRM & Microsoft Dynamics 365
  • Transaction Review & Audit
  • Documentation & Evidence Submission
  • Conflict Resolution & Escalation Management
  • Process Improvement & Workflow Management
  • Remote Collaboration & Team Support

Timeline

<ul><li>Resolved complex post-cruise billing disputes involving missed services, onboard charges, and fare inconsistencies—often coordinating with payment processors and internal teams.</li><li>Handled credit card chargebacks by collecting transaction records, compiling evidence, and submitting documentation to support dispute reversals.</li><li>Tracked dispute outcomes, updated CRM systems, and ensured timely reimbursements, credits, and adjustments.</li><li>Served as SME for GEM (Guest Experience Management) system, training peers in escalation handling and dispute logging.</li><li>Maintained detailed notes and financial records for compliance, arbitration, and guest communication.</li><li>De-escalated high-level customer concerns through strategic communication and timely, fair resolutions.</li><li>Participated in process reviews to recommend improvements in the chargeback lifecycle and post-service handling.</li></ul>

Costa Cruise Lines
04.2012 - 11.2023

<ul><li>Reconciled daily credit card transactions; ensured accuracy and prompt response to chargeback alerts.</li><li>Issued credit vouchers and handled discrepancies in guest accounts; supported merchant processor communication.</li><li>Prepared monthly credit reports for management with insights into disputed transactions and refund patterns.</li><li>Ensured data integrity during audits and provided resolution support to customer-facing departments.</li></ul>

Costa Cruise Lines
06.2007 - 04.2012

<ul><li>Handled customer inquiries, changes, and disputes related to travel bookings and payments.</li><li>Educated guests on fare rules, refund policies, and supporting documentation for claims and disputes.</li><li>Provided billing support and collaborated with the accounting team on payment inconsistencies.</li></ul>

Costa Cruise Lines
08.2004 - 06.2007

Associate in Science (A.A.) -

Bronx, NY

High School Diploma -

Bronx, NY

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