Customer Service Representative

Sabrina b. allen *** Hidden Brook Court

College Park, GA 30349

Home 770-***-**** Cell 678-***-****

ablawd@r.postjobfree.com

Objective Seeking a challenging position with an innovative organization

where strong work habits are needed and there is opportunity

for professional and personal growth.

Skills Software: Microsoft Office (Word, Excel, PowerPoint, Access)

Systems: General ledger, Great Plains,

Paymentech, Midas, Vantive, PNet, computerized accounting,

accounts receivable, accounts payable, bank reconciliation.

Experience Earthlink Inc. Atlanta, GA

AR Operations Billing Analyst February 2002 to June 2010

o Auditing for policy compliance and approving customer

credit and refund requests.

o Manage and perform all month-end closing for AR.

o Changed the month end closing procedures for the entire AR

department which saved the company time and money.

o Manage EarthLink's participation in the government funded

Erate program.

o Create and reconcile all invoicing exclusively for accounts

ranging from five hundred to over a million dollars.

o Managed Contract Agreements related to client monthly

invoice billing

o Manage day-to-day relationship with the Invoice Print/Mail

vendor providing Subject Matter Expertise on invoice and

letter processing to the organization.

o Exclusively handle all Muni WiFi invoicing/billing.

o Prepare written letter to customers addressing their

escalated billing issues.

o Represent the AR department on special projects.

v Checking balances, charges, and refunds for checking and

credit card accounts via Paymentech.

v Process and submit for recourse, if appropriate, credit

and charge-back requests.

v Respond to customer escalations for billing and collection

inquiries.

v Support other billing, audit, and account maintenance

requests from internal sources.

v Placed follow-up calls to delinquent account holders with

a 90% success (payment) rate.

v Handle angry clients in a professional and effective

manner.

o Promoted to Senior Billing Analyst within the first nine

months of transferring to the account receivables

department.

o Promoted to account receivables Special Billing Team within

two years of being in the AR department.

Earthlink Inc. Atlanta, GA

Customer Service Representative August 2000 to February 2002

v Received inbound and made outbound calls concerning

billing information and technical support issues.

v Answered product installation, configuration, and usage

questions.

v Gathered information to determine root cause of issue.

v Complied with response, escalation, and resolution time

standards.

v Trained entry level representative on company tools,

billing, and light technical support issues.

v Promoted to senior customer service representative for

broadband pre-installations within one year.

Delta Airlines Morrow, GA

Flight Information Operator/Data Entry Clerk June 1998 to June 2000

v Handled inbound customer service calls concerning flight

information and reservations.

v Worked on special projects with travel agencies concerning

Delta flight reservation.

Crown Crafts Marietta, GA

Administrative Assistant (part-time) January 1998 to August 1998

v Provided administrative support to the Assistant of the

CEO of the company.

v Responsible for maintaining corporate and personal

matters.

v Scheduled calendar meetings and coordinated travel

arrangements.

v Maintained expense reports.

South Trust Bank Corporation Marietta, GA

Purchasing Clerk/Account Research (part-time) June 1997 to

January 1998

o Input data into database on customers' accounts.

o Assisted with account set ups for new customers

o Researched issues surrounding customers' accounts.

o Bank reconciliations

American Best Western Hotel

Atlanta, GA

Front Desk Agent/Cashier

August 1995 - May 1997

o Checked guest in/out

o Posted charges and make adjustments

o Made reservations

o Received incoming calls (hotel operator)

Smith & Associates Insurance Company College Park, GA

Secretary June 1992 to June 1995

v Handled phone calls.

v Performed all clerical duties.

o Scheduled appointments.

o Handled all policy billing/Invoicing

Education Clayton State University

Morrow, GA

Bachelor of Applied Science in Business Admin Mgmt

2007

Dekalb Technical College

Clarkston, GA

Associate, Accounting

2005

Dekalb Technical College

Clarkston, GA

Associate, Computer Information System/Networking

2003

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