Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Timeline
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Joel Pillai

Joel Pillai

C1/103 Whistling Palms, Mankar Chowk - Kaspate Wasti - Wakad, Pimpri Chinchwad

Summary

Dynamic and results-driven professional with 8 years of experience in customer experience and operations, excelling in managing multi-channel support across calls, emails, and chats. Recognized for consistently delivering top CSAT scores with exceptional customer feedback, while spearheading process improvements and driving platform enhancements through close collaboration with product and IT teams. Adept at mentoring and coaching new hires, designing structured onboarding programs. Skilled in handling high-pressure escalations, including BBB cases, with empathy and professionalism to retain customer trust. Proficient in Salesforce, Google Workspace, service tools, and dashboarding, with deep domain knowledge of patient and provider experience workflows. Highly regarded by peers and leaders for integrity, reliability, and trustworthiness, and trusted as a cultural influencer and process expert, embodying the “heartbeat” of the team while preparing for greater leadership responsibilities.

Overview

2026
2026
years of professional experience

Work History

Senior Specialist - Patient Experience

Zocdoc Online Health Management India Pvt Ltd
07.2024 - Current
  • Tools & Systems Expertise: Proficient in Google Workspace, Salesforce, service tools, and dashboarding.
  • Multi-Channel Experience: Skilled in managing a blended environment of calls, emails, and chats with consistent quality and efficiency.
  • Customer Advocacy: Assigned to handle outbound calls occasionally to pacify and retain dissatisfied customers (including BBB escalations), ensuring positive resolution and trust-building.
  • Performance Excellence: Consistently scored high on CSAT with strong, positive customer feedback. Successfully cleared the Capstone Certification on Zocdoc.
  • Coaching & Mentorship: Acted as a buddy/mentor for new hires, sharing knowledge, addressing process gaps, and actively contributing in team huddles to drive collective growth.
  • Process Improvement: Partnered with the product team to report bugs, track issues, and influence product enhancements through consistent follow-ups and detailed feedback.
  • Leadership in Training: Designed and managed the Buddy Project for the August 2025 batch, creating structured activities and delivering them on time to support new hire ramp-up.
  • Collaboration & Culture: Built strong relationships with peers and cross-functional teams. Deep knowledge of both Patient Experience and Provider Experience processes — with an innate understanding of the “heart and beats” of operations.

Senior Customer Service Specialist

WNS Global Services
4 2018 - 07.2024
  • Efficiently managed high volumes of inbound and outbound calls, while monitoring queue performance to ensure service level adherence.
  • Maintained complete ownership of customer requests throughout their lifecycle, ensuring timely follow-ups with end users and coordination with escalation teams for resolution.
  • Safeguarded customer data by adhering to GDPR requirements and conducting Data Protection Act (DPA) verification on every call to prevent breaches.
  • Collaborated with IT teams on software testing initiatives, performing dry-run tests, identifying defects, and providing actionable feedback to program managers for continuous improvement.
  • Raised and tracked incidents via the IT hub, ensuring accurate documentation and timely resolution.
  • Resolved customer service issues effectively by applying company policies, while keeping customers informed with clear and timely updates.
  • Mentored and coached new team members, sharing best practices in service techniques, and conducted quality assurance scoring to support performance improvement.

Education

Bachelor's Degree - Business Economics

Arihant College of Arts and Commerce

HSC - Commerce

D G College of Commerce

SSC -

Nirmala Convent High School

Skills

  • Ms Office
  • People Management
  • Customer Support
  • International Voice
  • Communication & Relationship Building

Additional Information

  • DOB - 30 July 1997
  • Single

Languages

English
Native Language

Timeline

Senior Specialist - Patient Experience

Zocdoc Online Health Management India Pvt Ltd
07.2024 - Current

HSC - Commerce

D G College of Commerce

SSC -

Nirmala Convent High School

Senior Customer Service Specialist

WNS Global Services
4 2018 - 07.2024

Bachelor's Degree - Business Economics

Arihant College of Arts and Commerce

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Joel Pillai