Confidence Survival Eyong

An experienced Customer Experience Specialist and Executive Assistant in retail and creative businesses. In my previous role at Sankofa Bookstore, PrintallInfo, and Black Starliner Studios in Ottawa, I managed client relationships and service operations for a global customer base. I delivered support via email, chat, and phone while maintaining CRM systems like Zoho, Zendesk, and Odoo, which improved response times, follow-up accuracy, and client retention. I trained and supervised two customer service representatives, standardizing procedures and analyzing feedback to enhance service quality. I also supported city-wide marketing campaigns and collaborated across teams to resolve customer issues efficiently, contributing to a 300% revenue increase within six months. Additionally, I successfully transitioned our operations from on-site to remote, leveraging tools like Google Workspace and Zoom, while maintaining performance and service excellence.