Marcella Gregory

I’m a Customer Service Representative and dorm parent with experience managing residential operations and fostering a safe, supportive environment that enhances student development. I bring conflict resolution, crisis management, mentoring, and organization to support academic success and personal growth.

In remote customer service roles, I resolved customer inquiries efficiently through multiple channels, improving satisfaction scores by 15% while maintaining adherence to company policies and service standards. I handled high-volume inbound requests, resolving billing and service issues using CRM tools, and I managed complaints to strengthen satisfaction and retention.

I’m committed to applying strong interpersonal skills to create positive impacts and support student well-being, even in high-pressure situations.