Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Yashika Goel

Noida

Summary

Bilingual Customer Success Specialist with 4+ years of experience in SaaS, VoIP, and e-commerce, fluent in English and French. Skilled in using CRM tools like Salesforce, Zendesk, and HubSpot, I excel at providing efficient, multi-channel support that drives customer satisfaction and retention. Proven track record of improving CSAT scores, maintaining a 95%+ First Contact Resolution rate, and handling 400+ queries monthly. Key achievements include reducing ticket volume through self-service content, improving VoIP call quality, and delivering reliable bilingual support for French-speaking clients.

Overview

5
5
years of professional experience

Work History

Customer Support Specialist

Aircall
04.2021 - 06.2025
  • Company Overview: A cloud-based phone system that empowers businesses to streamline and enhance customer communications through seamless calls, messaging, and integrations with key business tools
  • Delivered exceptional bilingual (English/French) customer support across calls, live chats, and email channels, consistently maintaining high satisfaction ratings and prompt response times.
  • Utilised support platforms including JIRA, Intercom, and Zendesk to optimize issue tracking and resolution processes, enhancing overall efficiency and customer experience.
  • Resolved complex CRM-related issues within Salesforce and HubSpot by leveraging analytical tools such as Datadog and Looker, resulting in accelerated troubleshooting and reduced client downtime.
  • Investigated and addressing VoIP call quality concerns through detailed troubleshooting of client networks and devices, leading to improved call reliability and increased client satisfaction.
  • Collaborated cross-functionally with internal teams to ensure efficient and effective resolution of customer issues, fostering a culture of teamwork and continuous process improvement.

Customer Care Specialist

Cardonind Services PVT LTD
02.2021 - 04.2021
  • Company Overview: Third party sellers for Amazon globally.
  • Processed customer payments and transactions on global e-commerce platforms such as Rakuten and Amazon.fr, ensuring accuracy and timeliness.
  • Handled refund and return requests, resolving issues efficiently while maintaining customer satisfaction and platform compliance.
  • Communicated with French-speaking customers, providing bilingual support via email and chat for seamless query resolution.
  • Collaborated with internal operations and finance teams to verify transactions and accelerate refund timelines.
  • Maintained detailed records of customer interactions, contributing to reporting accuracy and process optimization.

Executive Customer Support

Sellosphere
09.2020 - 12.2020
  • Company Overview: A service providing support for transportation services
  • Managed end-to-end document verification for cab drivers, ensuring compliance and streamlining onboarding for transportation services.
  • Handled customer interactions via chat and email using Zendesk, maintaining high response speed and resolution accuracy.
  • Resolved support queries related to driver onboarding and service issues, improving customer satisfaction and reducing repeat contacts.
  • Collaborated with cross-functional teams to escalate and resolve time-sensitive issues, contributing to improved operational efficiency.

Education

Bachelor of Arts(Honours) - French

Amity University
Noida
05.2020

Skills

  • Customer support and relationship expertise
  • Client engagement and retention
  • Process Optimization and performance
  • VoIP systems analysis
  • CRM tools' efficiency
  • Collaborative teamwork

Languages

  • French
  • English

Timeline

Customer Support Specialist

Aircall
04.2021 - 06.2025

Customer Care Specialist

Cardonind Services PVT LTD
02.2021 - 04.2021

Executive Customer Support

Sellosphere
09.2020 - 12.2020

Bachelor of Arts(Honours) - French

Amity University

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Yashika Goel