Megha Gandhi

Customer-focused professional with 2.5+ years of experience in technical support, customer service, and administrative operations. Skilled in troubleshooting, issue resolution, CRM systems, and client communication. Proven ability to manage high-volume customer interactions while maintaining professionalism and efficiency.

Technical Support Representative at Gatestone & Co (2023-11 – 2026-05)

• Resolved 45+ technical tickets per day and achieved a 92% first-contact resolution rate by applying structured troubleshooting across phone, email, and chat.
• Managed 70+ inbound calls per shift and maintained 95% SLA adherence by prioritizing queues and documenting outcomes in ticketing systems.
• Improved customer satisfaction by 8% by clarifying root causes and delivering step-by-step guidance using Microsoft 365 and Google Workspace workflows.
• De-escalated 20+ escalations per week and reduced repeat contacts by 12% by setting expectations, coordinating handoffs, and confirming resolution before closure.

Customer Support Representative at Amazon (2023-01 – 2023-09)

• Handled 60+ customer contacts per day and sustained 93% quality scores by following standard operating procedures across phone, email, and chat channels.
• Resolved 150+ order, billing, and account cases weekly and improved retention by 6% by using internal CRM systems to identify and address customer pain points.
• Accelerated complaint resolution by 18% by triaging issues efficiently and applying de-escalation techniques to reach timely outcomes.
• Documented 100% of interactions and reduced follow-up errors by 10% by using consistent case notes and closure codes in CRM tools.

Technical Associate at Sears Holding (2019-05 – 2021-12)

• Coordinated a cross-functional team of 8 to deliver a Checkout project with 5+ API integrations by aligning requirements, testing scope, and release readiness.
• Developed and tested application components and improved defect discovery by 20% by validating APIs and web services using Eclipse, Spring Tool Suite, Postman, and SoapUI.
• Executed 120+ system-level test cases per release and reduced production issues by 15% by debugging failures and verifying fixes with regression testing.
• Streamlined defect triage turnaround by 25% by logging reproducible issues with clear steps, evidence, and severity in Jira Service Management.

Post-Graduate Diploma in Software & Information System Testing – Fanshawe College

Bachelor of Computer Science and Engineering in Computer Science and Engineering – Chitkara University