Open to opportunities

Donika Russell

@donikarussell

Message

I convert inbound inquiries into bookings while delivering responsive customer support.

Jamaica

Message

What I'm looking for

I'm looking for a remote customer support or inbound sales role where I can manage customer communications, convert leads into bookings, maintain accurate CRM records, and contribute to repeat business and customer satisfaction.

I handle inbound customer inquiries across phone, email, and chat, turning service and pricing conversations into confirmed bookings.

In my current remote Customer Support Assistant role, I support customers with product information, order questions, and service requests while maintaining accurate CRM records. I also follow up with leads and past customers to encourage repeat business and provide a friendly, professional experience.

Previously, as a contract Administrative Assistant, I managed incoming communications, maintained lead and customer tracking documents, and coordinated scheduling.

I bring organized communication, lead tracking, problem resolution, and experience using Zendesk, Shopify, Google Workspace, and Microsoft Office to help teams operate efficiently.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Assistant

Current

Remote

Jan 2023 - Present (3 years 7 months)

Responded to inbound customer inquiries via phone, email, and chat, converting inquiries into confirmed bookings and maintaining accurate customer records using CRM systems.

Inbound Sales Lead Conversion Appointment Scheduling CRM Management Upselling Cross Selling Phone Communication Email Communication Lead Follow Up problem resolution Zendesk Shopify Time Management Multitasking

Administrative Assistant

Remote

Managed incoming communications and customer inquiries, maintained organized tracking documents for leads and customer data, and coordinated scheduling to improve operational efficiency.