Abigail Gooden
Nashville,TN
Summary
Compassionate and results-driven Onboarding & Member Experience Specialist with over 5 years of customer-facing experience across healthcare, hospitality, and travel. Proven track record of exceeding onboarding goals, delivering exceptional client experiences, and managing caseloads in fast-paced, remote environments. Seeking a remote or hybrid role in HR onboarding, customer success, or employee engagement with a growth-focused organization.
Overview
8
8
years of professional experience
Work History
Onboarding & Member Enrollment Specialist
Hinge Health
12.2022 - Current
- Enrolled English-speaking members virtually and in-person into the Hinge Health program, exceeding monthly onboarding goals and maintaining high satisfaction ratings.
- Delivered high-touch support during onboarding, addressing member concerns, explaining product benefits, and facilitating a smooth handoff to health coaches and care teams.
- Managed a high-volume member caseload using CRM tools, ensuring engagement and timely follow-ups across communication channels (SMS, phone, Zoom).
- Traveled to client events and represented Hinge Health with professionalism, providing tech support and motivation to encourage adoption of the digital health platform.
- Demonstrated adaptability in a fast-changing environment, contributing to process improvements and maintaining compliance with HIPAA guidelines.
Front Desk Agent / Housekeeping Supervisor
Cambria Hotel
Nashville, TN
03.2022 - 12.2022
- Oversaw daily front desk operations, check-ins, and guest reservations, improving response time and guest satisfaction.
- Supervised housekeeping team, scheduled staff, and conducted room inspections to meet quality standards.
- Handled guest issues and inquiries with empathy and speed, boosting customer reviews and repeat visits.
Cake Decorator
Whole Foods Market
Nashville, TN
04.2021 - 04.2022
- Communicated with customers about orders and managed high-volume requests during holidays and special events.
- Maintained attractive displays and collaborated with team members to meet storewide presentation and freshness standards.
Minibar Attendant
JW Marriott Nashville
Nashville, TN
04.2019 - 03.2020
- Restocked and tracked minibar inventory while interacting with guests to ensure satisfaction and prompt service.
Travel Agent
National Travel Service
St. James, Jamaica
07.2017 - 04.2019
- Booked customized domestic and international travel packages, offering personalized customer service and troubleshooting logistics.
- Advised clients on travel documents, boosting booking accuracy and client satisfaction.
Education
Associate of Science - Social Work
Nashville State Community College
08.2025
Skills
- Proficient in Salesforce and Zendesk
- Communication: Zoom, Slack, Google Meet, SMS
- Skilled in project management tools
- Skills: Onboarding, Case Management, Customer Success, Travel Coordination, Multichannel Communication, Remote Support
- Exceptional communication
- Documentation management
- Reporting and analytics
Timeline
Onboarding & Member Enrollment Specialist
Hinge Health
12.2022 - Current
Front Desk Agent / Housekeeping Supervisor
Cambria Hotel
03.2022 - 12.2022
Cake Decorator
Whole Foods Market
04.2021 - 04.2022
Minibar Attendant
JW Marriott Nashville
04.2019 - 03.2020
Travel Agent
National Travel Service
07.2017 - 04.2019
Associate of Science - Social Work
Nashville State Community College