Deidre Gray
Philadelphia,PA
Summary
Organizational leader with proven expertise in customer engagement, digital communications, and program development. Demonstrated success in enhancing patient experiences and driving membership growth through high-impact mentoring initiatives. Recognized for excellence in service delivery and effective relationship management across diverse teams. Committed to operational efficiency and customer satisfaction, with a strong track record of leadership and achievement.
Overview
22
22
years of professional experience
Work History
Digital Customer Service Coordinator
Penn Medicine
01.2021 - Current
- Monitor and respond to patient reviews, messages, and digital inquiries to support service recovery and improve patient experience.
- Collaborate with Marketing, Patient Experience, Public Affairs, and clinical departments to resolve concerns.
- Track trends and generate insights to support digital strategy and enhance online reputation.
- Train new staff and educate colleagues on digital monitoring systems and service recovery practices.
- Assist with evaluating new social media platforms to expand digital presence.
- Customer Engagement & Marketing Analytics
Owner & Lead Event Planner
Always a Positive Image, LLC
01.2004 - Current
- Operate a full-service event planning firm managing logistics, budgets, and vendor relations.
- Lead event production, theme development, and execution for weddings and special events.
- Recruit and supervise staff; develop sales strategies.
- Prepare contracts, client communications, workshops, and presentations.
Founder and Director
WCU Black Alumni Chapter Mentoring Program
01.2015 - 01.2021
- Founded and managed a mentoring program serving 50+ underrepresented students.
- Developed program structure and policies for mentor recruitment, training, and retention.
- Organized academic success workshops, celebrations, and scholarship events.
- Coordinated fundraising efforts and scholarship awards.
Customer Service Representative
Penn Medicine
01.2004 - 01.2021
- Managed patient registration, insurance verification, and scheduling for multiple clinical departments.
- Registered patients for classes, screenings, and educational programs.
- Conducted outbound campaigns and responded to web inquiries for service lines.
- Prepared data reports supporting marketing and engagement initiatives.
- Marketing Contact Center
Education
Master of Science - Organizational Leadership & Management
Peirce College
Philadelphia, PA06-2019
Bachelor of Science - Criminal Justice
West Chester University
West Chester, PA05-1992
Skills
- Team leadership and staff development
- Program and membership management
- Event planning and execution
- Digital customer engagement
- Social media monitoring and reporting
- Creative problem solving
- Training and mentoring
- Public speaking and facilitation
- Customer service excellence
- Microsoft Office proficiency
Speaking Engagements
- NCNW West Chester University Section Induction Keynote Speaker, 2024–2025
- West Chester University Commencement and Kente Ceremony Keynote Speaker, 2015–2021, 2025
- National Council of Negro, Women, Inc. Philadelphia Section Founders Day Mistress of Ceremonies, 2024 Cotillion Mistress of Ceremonies 2025
Memberships and Affiliations
- National Council of Negro Women (NCNW), Lifetime Member, National Membership Committee, 2nd Vice President - Philadelphia Section, VP, Lincoln University Collegiate Liaison, Scholarship Committee, Founder's Day Committee and Cotillion Committee
- Top Ladies of Distinction, Inc., First Vice President, Community Partnership Chair
- WCU Alumni Association, Board of Directors, BAC President, Scholarship Committee
- National Association of Parliamentarians, Provisional Member
Accomplishments
NCNW Philadelphia Section Intra Council Award - 2024
Timeline
Digital Customer Service Coordinator
Penn Medicine
01.2021 - Current
Founder and Director
WCU Black Alumni Chapter Mentoring Program
01.2015 - 01.2021
Owner & Lead Event Planner
Always a Positive Image, LLC
01.2004 - Current
Customer Service Representative
Penn Medicine
01.2004 - 01.2021
Master of Science - Organizational Leadership & Management
Peirce College
Bachelor of Science - Criminal Justice
West Chester University