Danikka Russell
Newark,DE
Summary
Dynamic Customer Support Specialist with a proven track record at Instacart, excelling in problem-solving and complaint handling. Leveraged CRM software to enhance customer satisfaction and streamline order fulfillment processes. Recognized for fostering strong relationships and delivering exceptional service, ensuring clients' needs were met with empathy and professionalism.
Overview
20
20
years of professional experience
Work History
Customer Support Specialist
Instacart
01.2020 - Current
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Collaborated with cross-functional teams to enhance product knowledge and service delivery standards.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed order fulfillment processes to ensure timely delivery of groceries.
- Demonstrated adaptability by efficiently navigating diverse shopping environments and customer requests.
- Utilized mobile app tools for real-time inventory tracking and order updates.
- Enhanced customer satisfaction through effective communication and problem-solving skills.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Demonstrated excellent problem-solving skills when addressing customer concerns or issues during the shopping process.
- Resolved customer inquiries efficiently through live chat and email support.
- Guided customers in navigating the Instacart platform, enhancing user experience.
Human Resources Specialist
Integrity Staffing Solutions Inc.
01.2015 - 12.2020
- Partnered with hiring managers to establish role-specific expectations for successful onboarding outcomes, aligning goals across departments within the organization as a whole.
- Conducted interviews, orientations, pre-employment screenings, background checks, and drug screenings
- Developed and maintained up-to-date database of employee records, ensuring compliance with legal requirements.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Facilitated smooth onboarding experiences for new hires, ensuring they felt welcomed and well-informed.
Direct Support Professional
Chimes of Delaware
12.2005 - 12.2014
- Provided compassionate support to clients with developmental disabilities, enhancing daily living skills and encouraging independence.
- Advocated for clients' rights and needs within the community, empowering them to access necessary resources and services.
- Facilitated communication between clients and their families, fostering strong relationships to support emotional well-being.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Recorded patients' pulse, blood pressure, and respirations (TPRs) to assess and document important health information.
- Collaborated with multidisciplinary teams to coordinate services and resources for comprehensive client support.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.
- Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
- Facilitated social outings and community integration activities, promoting inclusion and positive experiences for clients.
- Implemented individualized behavior management plans, reducing incidents of challenging behaviors within the residence.
- Established strong relationships with local community resources to connect clients with additional supports as needed.
- Enhanced individual care plans by collaborating closely with healthcare professionals, ensuring tailored support for each client.
- Encouraged healthy lifestyles through nutritional planning and physical activities, improving clients' overall well-being.
- Provided emotional and practical support to individuals, fostering a positive and supportive living environment.
- Trained new staff on best practices in direct support, elevating the overall quality of care provided.
- Developed strong rapport with clients, facilitating a trust-based relationship for effective support.
- Supported clients in managing their finances and personal administration, fostering greater independence.
- Participated in ongoing training opportunities to stay current on best practices in disability support services.
Education
Bachelor of Science - Business Administration And Management
Wilmington University
New Castle, DE08-2026
Skills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
Timeline
Customer Support Specialist
Instacart
01.2020 - Current
Human Resources Specialist
Integrity Staffing Solutions Inc.
01.2015 - 12.2020
Direct Support Professional
Chimes of Delaware
12.2005 - 12.2014
Bachelor of Science - Business Administration And Management
Wilmington University