Nia Mercedes S.

In the realm of entrepreneurship, I've undertaken the rewarding journey of founding and managing my own Etsy store, Schelleys. This venture has allowed me to refine a diverse skill set while establishing a unique brand identity. Within Schelleys, my focus has been on crafting miniatures inspired by pop culture icons, showcasing not only creativity but also a keen business sense. This niche specialisation has positioned my store uniquely within the online market. Throughout my entrepreneurial endeavours, I've shouldered a spectrum of responsibilities. These include everything from conceptualising and creating products to managing listings, providing customer service, handling order fulfilment, and maintaining the overall online storefront. In my customer interactions, I pride myself on being friendly, courteous, sincere, and maintaining a professional approach. This commitment to a positive and genuine customer experience complements the holistic approach I adopt in ensuring a well-rounded and streamlined operation for Schelleys.

As a Customer Assistant, I operated the till, handled transactions efficiently, and ensured accurate payment processing in compliance with Check 25 for age-restricted sales. I provided friendly and knowledgeable customer service, addressed inquiries, resolved issues, and ensured allergy safety protocols were followed. I also manage stock replenishment and merchandising displays, maintaining a clean, organised store environment that meets health and safety standards. Beyond daily retail responsibilities, I apply design thinking to improve store efficiency and presentation by designing and 3D printing custom organisers such as rope spools, leaflet holders, and product stands to reduce clutter and enhance visibility at tills. I also contribute creative solutions to improve the customer experience, including proposing clear vinyl signage for key touchpoints and suggesting practical adjustments to till barriers to improve communication and accessibility.

As a Payment Services Representative at McCarthy and Stone, I prioritised financial and data security practices, ensuring the confidentiality of sensitive information for our clientele. During customer interactions, I excelled in addressing inquiries about rent payments and statements, displaying kindness, sensitivity, adaptability, and patience, particularly with our elderly customers. I tailored my approach to create a positive and supportive experience, fostering warmth during discussions on financial and personal matters. Additionally, I actively participated in record-keeping initiatives to track call types, streamline workflows, and gain insights for service improvements. This combination of precise financial transactions, commitment to security practices, and empathetic customer engagement contributed to our customer's efficient and positive service experience.

I independently managed and supported the takeout counter team of a popular beachfront café. My responsibilities covered various aspects of the takeout service, such as restocking, taking orders, managing tills, and consistently providing excellent customer service. A notable achievement in this role was efficiently handling high-volume takeout operations, particularly during the bustling summer season. In this demanding period, I ensured prompt service and prioritised customer satisfaction, contributing to the positive reputation of Bistro on the Beach.

As a Customer Service Advisor at The Mortgage Works, I represented the company under Nationwide Building Society in a telephony capacity. I handled inbound calls from mortgage brokers, solicitors, and customers, providing exceptional assistance in updating and facilitating the execution of their customers' existing mortgages. To strengthen my capabilities in mortgage-related customer service, I proactively participated in in-depth training sessions. Additionally, I collaborated with other admin teams to ensure the seamless management of customer mortgage accounts. This role allowed me to actively contribute to maintaining high customer service and satisfaction standards within The Mortgage Works.

As a Sales Associate at Gap Outlet, I played a vital role in a small retail team during the company's 50th-anniversary celebrations, busy summer, and early winter periods in a popular shopping destination. I delivered friendly and compassionate American service, assisting customers, managing sales transactions, maintaining visual standards, sorting deliveries, and independently overseeing fitting rooms. My contributions were instrumental in creating a positive and enjoyable shopping experience, aligning with Gap Inc.'s renowned customer service standards.

Completed a hands-on, project-based degree focused on human-centred design, innovation, and creative problem-solving. Each term concluded with the development of a detailed process book: a portfolio documenting design thinking, experimentation, and final outcomes. The course emphasised collaboration and communication, encouraging unconventional ideas and teamwork across diverse disciplines. Alongside my studies, I successfully managed my own online store, demonstrating strong organisational and time-management skills. Through this experience, I developed a versatile design practice combining creativity, analytical thinking, and practical execution, preparing me to contribute effectively to real-world design and entrepreneurial projects.