Looking for a job

Megha Sayal

@meghasayal

Customer service and operations professional improving digital adoption, quality, and throughput in fast-paced environments.

Canada

Message

What I'm looking for

I’m looking for a role where I can combine customer service excellence with quality and reporting, improve day-to-day operations, and grow my data analysis skills—so I can deliver measurable results for customers and the business.

I drive customer outcomes and operational performance by guiding customers through digital ordering, improving checkout conversations, and keeping service running smoothly. In my recent role, I reduced queue time by 20% through hands-on onboarding and proactive line management, increased average transaction value by 6%, and reduced processing errors by 95% by verifying orders and payment details with accuracy.

Earlier, I improved quality and workflow reliability by generating daily Excel quality metrics, identifying failure modes, and helping teams correct root causes faster. I reduced outbound shipping damage by 18%, trained 25 seasonal employees on quality procedures, and decreased end-of-line failure rates by 15% through coaching and standardized work, while also building toward data-focused work through my “Introduction to Data Analysis using Microsoft Excel” certification.

Experience

Work history, roles, and key accomplishments

Customer Service Rep

Tim Hortons

Apr 2024 - Feb 2026 (1 year 10 months)

Guided customers through kiosks and mobile ordering to improve digital order adoption, reducing queue time by 20%. Increased average transaction value by 6% through needs-based add-on recommendations and reduced processing errors by 95% through accurate order and payment verification.

Customer Onboarding Queue Management Order Verification Payment Accuracy

Shift Quality Inspector

Amazon Fulfillment Center

Jun 2022 - Feb 2023 (8 months)

Produced 10 daily Excel quality metric reports to track defect trends and improve corrective-action turnaround by 15%. Reduced outbound shipping damage by 18% by isolating compromised pallets and improved delicate-item handling accuracy by 20% using a squeeze-test protocol.

Excel reporting Quality Defect Trending Pallet Intake Inspection Shipping Damage Reduction Squeeze Test Protocol

Administrative Assistant

Best Choice APCAuto Parts Inc

Dec 2021 - Feb 2022 (2 months)

Resolved 75 inbound customer calls per day and achieved 90% first-call retention by troubleshooting billing and service issues with structured call flows. Improved scheduling efficiency by 20% by optimizing booking workflows, and increased service-to-product conversion by 8% by recommending suitable parts and service options.

Scheduling coordination Parts Service Recommendations Service To Product Conversion

Customer Service Supervisor

Tim Hortons

Jul 2019 - Sep 2021 (2 years 2 months)

Handled 90% of escalated customer complaints by investigating POS records and CCTV footage and documenting findings for management review. Reduced customer wait time by 50% by redesigning frontline flow and reallocating staff coverage during peak periods, while increasing sales by 12% and add-on sales by 8%.

Escalation Handling POS Record Review Shift Briefing & Promotion Prep Frontline Flow Redesign Staff Coverage Optimization Customer Wait Time Reduction

Education

Degrees, certifications, and relevant coursework

Sheridan College

Computer Systems Technician, Software Engineering

Activities and societies: Courses included Object Oriented Prog (Java), Web development, Computer Architecture, and System Analysis and Design.

Completed Computer Systems Technician–Software Engineering coursework, including Object-Oriented Programming (Java), Web Development, Computer Architecture, and System Analysis & Design. Built skills in computer operations, mobile banking applications, and reporting/transaction processing.