Summary
Overview
Work History
Education
Skills
Websites
References
Timeline
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DHRUVI GOSWAMI

Milton,ON

Summary

Dynamic Customer Experience Coordinator at Felix Health with a proven track record in enhancing user satisfaction and streamlining support processes. Skilled in CRM tools and effective communication, I excel in onboarding and training, driving process improvements that elevate service quality and foster team collaboration.

Overview

5
5
years of professional experience

Work History

CX Coordinator

Felix Health
08.2024 - Current
  • Serve as the primary point of contact for customers, addressing inquiries and providing tailored solutions to ensure a seamless experience with Felix Health’s services.
  • Coordinate and oversee customer feedback channels, ensuring timely and effective responses to improve service quality.
  • Manage customer interactions across multiple platforms (phone, email, chat) while maintaining a high level of professionalism and empathy.
  • Analyze customer feedback, identify trends, and collaborate with cross-functional teams (product, marketing, etc.) to implement improvements.
  • Assist in onboarding new customers by providing training, support, and guidance on platform features and services.
  • Maintain accurate and up-to-date customer records in the CRM system, ensuring all interactions are logged, and follow-ups are scheduled.
  • Contribute to the development of FAQs, knowledge base articles, and training materials to empower customers, and reduce support volume.
  • Help implement and evaluate customer experience initiatives, reporting on outcomes and suggesting areas for improvement.
  • Participate in ongoing training and development programs to stay informed about Felix Health’s offerings and best practices in customer experience management.

Customer Support Agent

GoFor
10.2022 - 08.2024
  • Oversee Zendesk, Intercom and/or Salesforce call/ticket system along with live chat to manage the customer service workflow
  • Resolve and provide daily support to merchant (client) inquiries/complaints via phone, email/tickets, chat and social media
  • Resolve product or service problems by clarifying the complaint, determining the cause, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
  • Process merchant adjustments/credits where needed.
  • Prepare product or service reports by collecting and analyzing merchant information.
  • Maintain merchant records by updating account information.

Customer Service & Chat Specialist

TruGreen Lawncare
08.2021 - 09.2022
  • Delivered prompt, courteous service in high-volume chat and call settings
  • Contributed to customer retention through empathetic issue resolution

Social Media Evaluator

Appen Global
06.2020 - 05.2021
  • Assessed ad content for relevance and policy adherence
  • Enhanced ad targeting for a safer and more effective social media environment

Education

Bachelor of Science - Microbiology

Shree Ramkrishna Institute of Computer And Applied Sciences
Surat, Gujarat, India
08-2021

Skills

  • Customer Support & Coordination
  • Google Workspace (Docs, Sheets, Gmail)
  • Zendesk
  • Jira
  • Confluence
  • CRM Tools (Familiar with Salesforce)
  • Communication (Written & Verbal)
  • Onboarding & Training Support
  • Process Improvement
  • Multitasking & Workflow Management
  • Team Collaboration

References

References available upon request.

Timeline

CX Coordinator

Felix Health
08.2024 - Current

Customer Support Agent

GoFor
10.2022 - 08.2024

Customer Service & Chat Specialist

TruGreen Lawncare
08.2021 - 09.2022

Social Media Evaluator

Appen Global
06.2020 - 05.2021

Bachelor of Science - Microbiology

Shree Ramkrishna Institute of Computer And Applied Sciences

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DHRUVI GOSWAMI