Renuka Mercy

I am a Digital Interaction Advisor with hands-on experience delivering live chat support for high-volume retail customers, resolving order, refund, payment, and account issues while maintaining SLA, quality, and productivity targets. I consistently handle 50+ chats per day, manage dual chats simultaneously, and achieved a 95% First Contact Resolution rate with average customer ratings of 4.8/5.

I have contributed to process improvements that increased response efficiency by 15% and reduced complex-issue resolution time by 20% through proper escalation handling and adherence to best practices. I hold a Bachelor of Computer Applications (BCA) and bring strong time management, prioritization, and empathetic communication skills to fast-paced customer support environments.