Demetria Guilford
Dallas,TX
Summary
Customer-focused professional with over 25 years of experience in delivering exceptional service and resolving complex inquiries. Most recently served with the Georgia Department of Revenue, ensuring strict adherence to state standards, regulatory compliance, and data privacy in matters related to vehicle taxes, title issues, insurance and tag issuance. Proven ability to support local tag offices, manage high call volumes, and provide accurate, timely solutions. Recognized for strong communication skills, attention to detail, and a commitment to public service excellence.
Overview
28
28
years of professional experience
Work History
Customer Service Representative
Georgia Department of Revenue
Atlanta Ga
12.2017 - Current
- Resolved customer inquiries efficiently, ensuring compliance with state regulations and procedures.
- Provided clear explanations of tax policies and procedures to diverse customer base.
- Assisted in training new team members on customer service protocols and state guidelines.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Billing and Tax Collector Specialist
DeKalb County Tax Commissioner
Decatur GA
02.2013 - 12.2017
- Provided customer support including in-bound calls and outbound calling on matters including billing Managed collection of property taxes, ensuring compliance with state regulations and local policies.
- Responded to taxpayer questions and helped individuals complete and file tax documentation.
- Analyzed tax data trends to identify areas for improvement in revenue collection strategies.
- Maintained up-to-date knowledge of federal, state, and local tax laws, ensuring accurate application in all cases.
Executive Legal Assistant
Green & Associates
Atlanta Ga
09.1998 - 12.2012
- Managed complex legal documents, ensuring accuracy and compliance with regulatory standards.
- Coordinated scheduling for attorneys, optimizing calendar management and maximizing productivity.
- Drafted and edited legal correspondence, maintaining clarity and professionalism in communication.
- Improved client retention rates through exceptional customer service skills and timely responses to inquiries.
Education
Associate of Science -
Brown Mackie College
Atlanta Ga06-2016
No Degree -
Medical Office Assistanta/Specialist Certification
Atlanta GA10-1994
Skills
- Customer service
- Critical thinking
- Data entry
- Computer proficiency
- Call center experience
- Complaint handling
- Complaint resolution
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Microsoft Office Suite
Accomplishments
Data Protection Management
Legal Documentation Management
Customer Relationship Management
Timeline
Customer Service Representative
Georgia Department of Revenue
12.2017 - Current
Billing and Tax Collector Specialist
DeKalb County Tax Commissioner
02.2013 - 12.2017
Executive Legal Assistant
Green & Associates
09.1998 - 12.2012
Associate of Science -
Brown Mackie College
No Degree -
Medical Office Assistanta/Specialist Certification