WENDY VANESSA CARRASQUILLA PÉREZ

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  <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> en Costa Cruise Lines<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> en Costa Cruise Lines