Angela Berry
Cincinnati
Summary
Highly motivated and results focused professional with 20 plus years in customer service, IT support, data analysis and communication. Proven ability to quickly learn, multi-task, and become an effective contributor. Knowledge in support systems as well as office software tools. Capable of working successfully with minimal supervision as well in a team-oriented environment. Additionally, highly qualified to work with individuals with disabilities and/or developmental issues to provide personal care and supportive services.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Individual Service Provider
Hamilton County Developmental Disabilities Services
01.2024 - 09.2025
- Self-employed caregiver who helps individuals with developmental disabilities live independently or provide in-home support for families according to their needs.
- Assist with daily living activities such as personal care, meal preparation, and housekeeping.
- Facilitate and support community participation, appointments, and manage client's individual service plan.
- Supported individual with developmental disabilities in daily living activities and community integration.
- Verified client adherence to service contracts via close monitoring.
- Consistently exceeded performance goals by proactively identifying ways to exceed expectations in delivering services.
- Worked with clients to maximize individual success.
Technology Support Center Specialist II
Kroger Co.
01.1998 - 01.2024
- Coordinated customer service initiatives to enhance satisfaction and streamline operations.
- Trained new staff on policies, procedures, and customer engagement strategies.
- Developed process improvements to optimize workflow efficiency and accuracy in service delivery.
- Analyzed customer feedback to identify trends and improve service offerings effectively.
- Led team meetings to discuss performance metrics and foster a collaborative work environment.
- Mentored junior specialists in best practices for problem resolution and customer interaction techniques.
- Provided support for clients experiencing difficulties, offering compassionate guidance and connecting them with appropriate resources as needed.
- Led training sessions for new hires, ensuring they were equipped with the necessary skills to excel in their roles as Center Specialists.
- Served as a liaison between clients and management, communicating effectively to address concerns or resolve issues quickly.
- Contributed to team success by sharing knowledge and expertise with colleagues, fostering an environment of collaboration and continuous improvement.
- Provided exceptional customer service by addressing inquiries promptly and professionally, resulting in improved relations with customers.
Support Center Specialist – Level 1
Kroger Co.
01.1997 - 01.1998
- Provided ongoing customer services and technical support for more than 1,200 Kroger stores in the area of computer hardware and software
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Performed Coordinator responsibilities that consisted of assisting other Level 1 colleagues with documentation and troubleshooting
- Managed daily operations to ensure compliance with company standards and policies
Education
PC Support
Cincinnati State Technical College
Cincinnati, Ohio01.2004
Skills
- Network related knowledge
- Adaptability and flexibility
- Effective time management
- Teamwork and collaboration
- Problem-solving abilities
- Multitasking Abilities
- Organizational skills
Certification
- Heartsaver First Aid/CPR 2024
- HDI Certification - Kroger Co. 2008
Timeline
Individual Service Provider
Hamilton County Developmental Disabilities Services
01.2024 - 09.2025
Technology Support Center Specialist II
Kroger Co.
01.1998 - 01.2024
Support Center Specialist – Level 1
Kroger Co.
01.1997 - 01.1998
PC Support
Cincinnati State Technical College