Her Story
About Kimberly
Kim Grega is a dedicated Customer Service Representative based in Chesterfield, Virginia, currently employed with 22nd Century Technologies Inc., where she supports the Virginia Board of Nursing. She began her current field approximately five years ago, originally entering the role by chance through a temp agency. What initially seemed accidental quickly became a natural fit, as the pieces of her strengths and interests aligned in a meaningful way. For nearly three and a half years, she has served on the front lines with the Virginia Board of Nursing, assisting nurses, CNAs, RNs, LPNs, and APRNs with licenses, renewals, reinstatements, and endorsements. In her role, Kim takes pride in being a reliable point of contact for healthcare professionals navigating complex regulatory processes. She is known for her approachable personality, strong communication skills, and ability to provide clear and compassionate support. She finds fulfillment in helping others and believes her presence has contributed positively to the customer experience within the Virginia Board of Nursing. Her work is driven by a genuine passion for service and a commitment to making processes easier and more accessible for those she assists. Kim is currently pursuing a Bachelor’s degree in Healthcare Management at the University of Phoenix and will be entering her junior year on August 3rd. She is fully engaged in her academic journey and views it as a pivotal step toward long-term growth and opportunity. Her goal is to obtain permanent employment with the Virginia Board of Nursing, where she can continue to develop professionally and expand her impact. Kim is confident that completing her degree will open new doors and significantly broaden her career path in the healthcare field.
Her Interview
Ten minutes with Kimberly
01What do you attribute your success to?
I attribute my success to having a boss and manager who treats me like an adult and doesn't micromanage me. The key moment for me has been having someone who expresses that I'm going to get the job done that they've given me, and they trust me with the steps. I love helping people, and it's something that seems natural to me. I enjoy it, and if I'm able to help, I will. I've been with the Virginia Board of Nursing for over three and a half years as a customer care representative, working on the front lines with nurses, CNAs, RNs, LPNs, and APRNs regarding their licenses, renewals, reinstatements, and endorsements. People seem to like my personality, and I feel like my coming aboard has changed things for the Virginia Board of Nursing. If you go to the Virginia Board of Nursing and look at the reviews, you'll see Kim G., and that's me. I may not be able to be a nurse at 56, but I can help in other ways.
02What’s the best career advice you’ve ever received?
My sister, Lisa has been the most influential mentor in my life and the strongest woman I know. She has faced significant medical challenges and setbacks, yet she has continued to fight her way back every step of the way. Her resilience and determination have been a constant source of inspiration for me, shaping how I approach challenges in both my personal and professional life. Through her example, I have learned that true success is defined not by the difficulties we encounter but by our ability to persevere and move forward despite them.
03What advice would you give to young women entering your industry?
I would advise young women entering customer care that this work is for real people, not just phone calls. In this field, empathy and active listening matter more than having the right script. Take time to truly listen and ask clear questions, and make sure the person is heard and respected. Customer Care Representatives are building a career, not just a job, so bring your heart and professionalism to every call.
04What are the biggest challenges or opportunities in your field right now?
In Customer care, one of the biggest opportunities right now is to use technology to make it easier for people to get help without losing the human connection. This creates space for customer care representatives to grow into trusted problem-solvers instead of front-line agents who just answer calls. Opportunities matter to me because I believe every person who calls in deserves someone who will really listen and explain things clearly and stay on the phone with them until a solution is found.
I stay motivated because of the people calling. Every call is different, and every person calling in pushes me to dig for answers and to do better for the next person who calls in. I am especially encouraged by my younger sister, Lisa, whose strength and intelligence inspire me to keep growing in my career.
I am excited to connect with other strong women in this career so we can learn from each other and open doors for future opportunities. I hope to inspire readers by showing them they can lead with their heart and professionalism. Even when you're balancing a chronic illness, family responsibilities, and a busy career.
What brings me joy in life is caring for my amazing animals and spending quiet time with my hobbies. In the future, I plan to use my customer care experience and my Health Care Management degree to grow into a hospital Health Care Manager.
One of the things I am most proud of is that callers mention me by name on the Virginia Board of Nursing Website reviews. I believe every person who calls in to the Virginia Board of Nursing deserves a Customer Care Representative who will listen, explain, or answer their questions with professionalism and a smile in their voice.
05What values are most important to you in your work and personal life?
In my personal life, compassion and responsibilities are core values to me. I am a life long animal lover. I have four dogs, five cats, dugs and chickens. Most were rescued from people who couldn't or wouldn't care for them properly. In my work life those same values show up as empathy and follow-through. Whether I am at work or at home, I believe in showing up and doing what I say I am going to do.
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