Customer Service & Billing Specialist with 20+ Years

Hi, I'm Sandra N Turner.

404-***-**** ****.***@*****.*** Stockbridge, GA 30281

Customer service and billing professional with 20+ years of experience improving payment operations, resolving complex issues, and elevating client satisfaction. Quick to learn new technologies and streamline workflows. Skilled in handling escalations, collaborating across departments, and supporting business goals. Background also includes airline customer operations in fast paced travel environments. SUMMARY

• Appointment scheduling

• Complaint resolution

• Payment processing

• De-escalation techniques

• Inbound and outbound calling

• Account management

• Customer retention strategies

• Customer education

• Problem solving

• Follow-up skills

• Travel support coordination

• Airport cross-training

SKILLS

08/2018 - 09/2025

04/2003 - 08/2018

05/1995 - 04/2003

Internal Revenue Service, IRS

Customer Advocacy Atlanta, GA

• Assisted business taxpayers with accurate tax guidance and resolution of complex filing, account, and compliance issues.

• Improved tax resolution methods and enforced FIFO to speed up case handling and reduce repeat issues.

• Maintained precise, audit ready documentation to minimize disputes.

• Collaborated across departments to resolve business taxpayer concerns quickly and effectively.

• Guided customers through IRS platforms and followed up on open cases to ensure timely updates.

Comcast Communication/Xfinity Inc.

Customer Service Representative Smyrna, GA

• Reduced customer wait times by 15% through strategic workflow improvements.

• Ranked in the top 10% for quality, efficiency, and customer satisfaction.

• Applied strong analytical problem solving to resolve complex billing, service, and technical issues.

• Strengthened customer loyalty through clear communication and solution focused support.

• Managed 50+ daily inquiries, maintained accurate records, dispatched technicians, and supported billing, orders, returns, exchanges, and technical needs. AirTran Airways Airlines

Customer Service Represenative College Park, GA

EXPERIENCE

• Assisted passengers with reservations, rebooking, flight changes, and travel accommodations in both call center and airport settings.

• Supported customers during irregular operations by providing clear guidance, alternative travel options, and timely updates.

• Cross trained to assist with check in, boarding, gate operations, and customer needs during flight disruptions.

• Resolved service issues through effective communication, problem solving, and a calm, professional approach.

• Maintained accurate passenger records and ensured smooth coordination between call center and airport teams.

Certification

Olive Harvey Community College, Chicago, IL

EDUCATION AND

TRAINING

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