Regina Gray
Laurel
Summary
Results-driven professional with over 10 years of experience in customer service. Expertise in effective communication, problem-solving, and relationship management. Proven track record of streamlining processes and enhancing customer experiences to achieve operational success.
Overview
17
17
years of professional experience
Work History
Front End Manager
Shoppers
Laurel
09.2019 - 11.2025
- Directed front-end operations to ensure efficient delivery of customer service.
- Oversaw daily operations for optimal performance and customer service excellence.
- Implemented customer engagement strategies, enhancing shopping experience and encouraging repeat visits.
- Resolved customer complaints, achieving high satisfaction levels through effective communication.
- Addressed and rectified customer issues to achieve complete satisfaction.
- Streamlined processes, reducing response times in complaint resolution to improve customer satisfaction.
- Managed cash flow, including cashier operations, bookkeeping, and security measures.
- Conducted regular audits of cash registers for accuracy and compliance with standards.
Customer Service Representative
Xfinity Comcast
Washington
02.2013 - 08.2019
- Managed escalated complaints to achieve timely resolutions and improve overall customer satisfaction.
- Assisted customers with service inquiries and resolved technical support issues to enhance user experience.
- Provided troubleshooting guidance for internet and cable-related problems.
- Educated customers on product features and available service options.
- Processed billing inquiries and adjusted accounts to maintain customer satisfaction and loyalty.
Customer Service Representative
Verizon
Washington
04.2009 - 02.2013
- Answered customer inquiries and provided precise information on products and services to enhance customer understanding.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Processed billing inquiries and adjusted accounts to resolve issues promptly.
- Documented customer interactions in service management system to ensure accurate records.
Education
Some College (No Degree) - Criminal Justice
Montgomery College
Rockville, MDSkills
- Customer relationship management
- Customer service and support
- Problem resolution
- Conflict resolution
- Effective communication
- Operational efficiency
- Relationship management
- Business administration
- Compliance enforcement
- Data analysis
- Opening and closing accounts
- Administrative skills
- Problem solving
- Active listening
Timeline
Front End Manager
Shoppers
09.2019 - 11.2025
Customer Service Representative
Xfinity Comcast
02.2013 - 08.2019
Customer Service Representative
Verizon
04.2009 - 02.2013
Some College (No Degree) - Criminal Justice
Montgomery College