Robin Hanley
Las Vegas
Summary
Dedicated professional with expertise in customer relationship management and conflict resolution. Adept at providing empathetic support and attention to detail, ensuring positive client experiences. Detail-oriented professional with expertise in customer relationship management and conflict resolution. Known for empathetic support and effective communication, contributing to enhanced customer satisfaction and streamlined dispute processes.
Overview
9
9
years of professional experience
Work History
Estates Notifications
Captial One Bank
Las Vegas
01.2025 - Current
- Assisted informants in closing credit card and bank accounts following notification of deceased parties; informed on estate processes and outlined next steps to ensure clarity.
- Processed estate payments to settle outstanding financial balances, contributing to financial resolution for estates.
- Initiated fraud and dispute cases for review of questionable charges.
- Facilitated white glove support for clients, providing empathy and understanding while addressing sensitive topics related to estate management.
Digital Correspondence Lead
Beyond Finance
Las Vegas
02.2020 - 11.2025
- Managed daily chat operations to ensure seamless customer interactions.
- Coordinated support team to efficiently address customer inquiries and issues, enhancing overall customer satisfaction.
- Utilized chat software to monitor real-time conversations for quality assurance.
- Facilitated interdepartmental communication to effectively resolve complex customer concerns, improving resolution times.
- Led weekly meetings to review performance metrics and set team goals.
- Collaborated with other departments to resolve customer issues quickly and efficiently.
- Monitored customer chat interactions to ensure timely responses to inquiries, contributing to a positive customer experience.
- Resolved customer inquiries and complaints that needed management-level attention.
Dispute Resolution Coordinator
Barclaycard US
Las Vegas
03.2017 - 01.2020
- Guided customers through dispute resolution process, clarifying procedures and addressing inquiries to enhance understanding.
- Processed chargeback requests from merchant banks according to established procedures.
- Resolved disputes by issuing credits or refunds.
- Informed customers about dispute resolution process through clear communication via telephone and email to facilitate their understanding.
- Coordinated with other departments to expedite dispute resolution and improve overall customer satisfaction.
Education
Associate of Arts - Business Administration And Management
Maricopa Community Colleges, Glendale Community College
Glendale, AZAssociate of Arts - Business Administration And Management
Brookhaven College
Dallas, TXSkills
- Customer relationship management
- Data management
- Payment processing
- Attention to detail
- Organizational skills
- Effective communication
- Problem solving
- Conflict resolution
- Empathetic support
- Flexible and adaptable
Timeline
Estates Notifications
Captial One Bank
01.2025 - Current
Digital Correspondence Lead
Beyond Finance
02.2020 - 11.2025
Dispute Resolution Coordinator
Barclaycard US
03.2017 - 01.2020
Associate of Arts - Business Administration And Management
Maricopa Community Colleges, Glendale Community College
Associate of Arts - Business Administration And Management
Brookhaven College