Nichole Gray-Stephens
Albertina Kerr
Portland,OR
14
years of professional experience
2
Certifications
Compassionate, dependable, and dedicated Direct Support Professional with hands-on experience supporting individuals with intellectual and developmental disabilities in residential and community-based settings. Committed to providing person-centered care that promotes dignity, respect, safety, independence, and quality of life. Experienced in assisting with personal care and daily activities, medication support, life-skills development, community integration, behavioral support, de-escalation by redirection, and maintaining a safe and supportive environment.
I take pride in building meaningful, trusting relationships with the individuals I support and understanding that every person has unique needs, abilities, preferences, and goals. I am passionate about encouraging independence, supporting personal growth, advocating for individual needs, and celebrating each person’s accomplishments—both big and small. First Aid and CPR certified, with experience using Therap and Setworks software for accurate case notes, inner company communication and documenting client progress and other required documentation. Known for being patient, empathetic, reliable, and respectful, with a genuine commitment to helping individuals live more independent, meaningful, and fulfilling lives.
Work History
Warranty Specialist / Escalated Customer Support
2 Years 7 Months- Handled escalated customer calls, actively listening to concerns and providing appropriate solutions while maintaining calm, professional demeanor.
- I served as an escalation resource for the customer service team, assisting with complex or sensitive situations requiring additional attention.
- I used active listening, empathy, and conflict-resolution skills to de-escalate difficult interactions and help customers feel heard and supported.
- Evaluated customer concerns, identified solutions, and followed through to ensure effective issue resolution.
- Maintained professionalism and composure during challenging conversations, balancing customer needs with company policies.
- Communicated clearly with customers and team members to ensure accurate information and consistent service.
- Analyzed warranty claims to ensure compliance with company policies and procedures.
- Coordinated communication with customers regarding warranty status and resolution processes.
- Coordinated with internal departments such as engineering, manufacturing, and quality control to address potential product defects impacting warranties.
- Recognized patterns in customer complaints leading management toward necessary changes that improved overall user satisfaction.
- Conducted thorough investigations of product failures, identifying root causes and implementing corrective actions to prevent recurrence.
- Streamlined the warranty process for faster claim resolution and better customer experience.
- Acted as a liaison between customers and company leadership, ensuring all parties were kept informed of claim status, progress, and expected outcomes.
- Served as the primary point of contact for customers experiencing product issues, delivering exceptional service throughout the entire warranty process.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Direct Support Professional
1 Year 3 Months- Assisted individuals with daily living skills and personal care routines.
- Developed and implemented individualized support plans for clients.
- Monitored client progress and reported changes to the support team.
- Advocated for clients' needs in various settings to ensure quality care.
- Ensured compliance with safety regulations and organizational policies during service delivery.
- Documented progress notes in Therap and Setworks thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.
- Participated in ongoing training opportunities to stay current on best practices in disability support services.
- Facilitated social outings and community integration activities, promoting inclusion and positive experiences for clients.
- Encouraged and supported clients to participate in recreational and leisure activities to promote social interactions and reduce loneliness.
- Addressed emergency situations calmly and effectively, prioritizing the safety of both clients and staff members involved.
- Adapted support approaches based on individual client preferences, fostering increased trust and rapport over time.
- Trained new staff on best practices in direct support, elevating overall quality of care provided.
Administrative / Executive Assistant
4 Years- Managed scheduling, appointments, meetings, and calendar coordination while balancing multiple priorities and time-sensitive requests.
- Coordinated scheduling, appointments, meetings, and calendar management, ensuring alignment with multiple priorities and time-sensitive requests.
- Provided professional administrative and day-to-day office support in a fast-paced business environment
- Supported new employees throughout the onboarding process by gathering required documentation and assisting them with completion of employment and tax paperwork
- Worked closely with Human Resources to help new hires navigate administrative requirements and transition smoothly into their roles.
- Managed sensitive and confidential information with discretion and accuracy, maintaining professionalism in all communications.
- Anticipated needs, resolved routine issues, and provided reliable support to leadership and staff.
- Demonstrated strong interpersonal skills, patience, organization, follow-through, and the ability to remain calm while managing competing demands.
Residential Support Staff
3 Years 3 Months- Delivered compassionate, structured support to adolescent girls and adult women, including those with intellectual disabilities and experiencing emotional, social, and personal challenges, fostering personal growth and resilience
- Supported women and children seeking a safe environment, including individuals affected by domestic violence and other difficult life circumstances
- Supported teenagers in establishing healthy routines, maintaining school attendance, and developing skills that encouraged personal growth and stability
- Adapted communication and support approaches to accommodate individuals with varying developmental, emotional, cognitive, and social needs
- Encouraged positive behaviors and helped residents develop constructive strategies for managing emotions, resolving conflicts, and handling everyday challenges
- Maintained a safe, structured, and respectful residential environment while remaining attentive to individual needs and changes in behavior or circumstances
- Built trusting relationships through patience, empathy, active listening, consistency, and appropriate professional boundaries
- Ensured safe, structured, and respectful residential environment by remaining attentive to individual needs and behavioral changes, promoting overall well-being and stability
- Partnered with team members to ensure consistent supervision and individualized support, enhancing residents' emotional security and promoting collaborative care
Education
Associate of Arts - Liberal Studies
- Honor Roll 2011
- Completed AP course in English
- Professional Development: Psychology
- 3.7 GPA
Skills
Client support
Disabilities support
Crisis management
Hygiene assistance
Daily living support
Personal care assistance
Conflict Resolution
Case management
Time management
First Aid and CPR Trained
Customer Resolution
HIPAA compliance
Empathy and patience
Accomplishments
Therap and Setworks experience for documenting medications and case notes along with inner company communication.
Certification
CPR Certified, First Aid Certified, Ride Connection Certified
Timeline
Direct Support Professional
Albertina Kerr
06.2025 - 09.2026Read More
Warranty Specialist / Escalated Customer Support
On
09.2021 - 04.2024Read More
Administrative / Executive Assistant
Strategic Marketing
01.2016 - 01.2020Read More
Residential Support Staff
Residential Program for Women & Youth
05.2012 - 08.2015Read More
Portland Community College
Associate of Arts from Liberal Studies
Read More
Section name
- Shaunna Steinman
- Personal Reference/Professional as well
- Phone: 503-847-4222
Ride Connection Certified
Ride Connection Certified Driver: Certified to operate Ride Connection vehicles and transport individuals with disabilities and mobility needs, including clients who utilize LIFT services.