Mercia Priscilla Urip

• Handled customer concerns related to purchases, ensuring each issue was addressed effectively and professionally.

• Created and managed cases for customer problems using Salesforce CRM, ensuring accurate documentation and efficient case tracking.

• Escalated complex issues to the team leader when necessary while maintaining detailed records of interactions.

• Provided clear and empathetic communication to customers, ensuring they felt heard and supported throughout the resolution process.

• Worked closely with internal teams to facilitate problem resolution, maintaining a smooth and efficient customer service workflow.

• Ensured that every customer received the best possible assistance, striving for complete resolution and satisfaction with each interaction.

Achievements

• Recognized for efficiently managing and escalating customer cases, ensuring timely resolution of issues.

• Successfully handled a high volume of customer calls, consistently exceeding the expected standard.

• Maintained a high standard of professionalism and patience when handling difficult customer concerns.

• Effectively utilized Salesforce CRM to track customer interactions, improving efficiency in problem resolution and case follow-ups.

• Contributed to a positive team environment by collaborating with colleagues and leaders to improve service quality.

• Developed a keen ability to analyze and address recurring customer issues, helping refine internal support processes.

• Played a vital role in maintaining customer trust and satisfaction through proactive and solution-oriented

• Founded and led a privately owned multiple children's clothing brand, pioneering a vertically integrated model encompassing design, manufacturing, and sales
• Led a multidisciplinary team of 25+, across design, production, and sales functions, fostering collaboration and innovation to drive business growth whilst maintain high quality products
• Innovated merchandising and packaging strategies, by leveraging upcoming online packaging and delivery start-up platforms achieving a 35% increase in average order value
• Utilised data-driven merchandising, improving inventory turnover by 40% and reducing excess inventory costs by 20%.

Achievements

• Successfully navigated market challenges, including the COVID-19 pandemic, by leveraging the flexibility of the integrated model to sustain revenue growth, particularly shifting into business sales into online channels
• Achieved impressive financial growth, with a 15% year-over-year revenue increase and surpassing the IDR 10 billion annual revenue within three years of operation
• Demonstrated decisive leadership through optimised resourcing, reducing material costs by 20% and supplier lead times by 30% maintaining brand identity with clients
• Expanded distribution channels, securing partnerships with 50 new retailers through e-commerce platforms

• Led and managed comprehensive children's ministry for ages 0-12, fostering spiritual growth and engagement for over 600 children weekly
• Collaborated with volunteers and staff to organize kids' ministry curriculum, special events, workshops, outreach programs, fostering a sense of belonging and connection within the children's church community
• Established and maintained effective communication channels with parents, keeping them informed about their children's progress, upcoming events, and opportunities for involvement
• Provided compassionate individual and/or group confidential pastoral counselling to children and families navigating challenging situations.

Achievements

• Orchestrated large-scale church events - Easter, Christmas, and summer camps (1000+ attendees) involving scriptwriting, costume design and stage production, music arrangement and performance, event rundown, volunteer coordination
• Effectively orchestrated church attendees from local churches and orphanages during significant church events, managing all aspects of coordination, including catering and logistics
• Crafted a nurturing and personalized curriculum that catered to the unique needs and interests of each child, fostering their spiritual growth and emotional well-being
• Demonstrated creativity and innovation in teaching methods, incorporating multimedia resources, storytelling, and hands-on experiences to enhance learning and engagement
• Orchestrated collaborative efforts with local churches and communities to establish a sustainable support system for orphanages, organizing monthly events with food and gifts