Rekha Gunness

I am a dedicated Customer Support Specialist with 4+ years of experience managing high-volume ticketing queues and delivering exceptional service in fast-paced SaaS and e-commerce environments. I specialize in omnichannel communication, conflict resolution, technical troubleshooting, and cross-functional collaboration.In my previous role, I independently managed a daily queue of over 60 multi-channel support tickets across email, live chat, and phone channels. By implementing a new macros system and optimizing documentation, I successfully reduced overall customer resolution times by 25% while consistently maintaining a 96% Customer Satisfaction (CSAT) score. I am highly proficient in modern support ecosystems and tools, including Zendesk, Intercom, Salesforce, Jira, and Slack.I am looking for a remote, full-time Customer Support or Customer Success role at a product-focused company where I can advocate for the user, optimize internal workflows, and help scale support operations.