In this new edition of ‘Vlaai eten met’ (‘Cake and a chat with…’), it’s project manager Nadine’s turn in the spotlights. A year ago, when she started working for Desk, it felt like coming home. After all, she has a great employer, nice colleagues, and challenging work. This blog is our way of getting to know Nadine a bit better. Who is Nadine? What does she like about her work? How does she add value for customers? And which trends does she observe in this professional field? Keep reading below!
Who is Nadine?
I am a creative and enthusiastic project manager, who actually comes from a completely different field of expertise. I have a degree in translation. However, there is overlap between the two roles: as a translator, you are creative with language. At Desk, I am creative by actively contributing ideas, suggesting solutions and constantly looking for way to work smarter. In my spare time, I also like being creative – for example by cooking, baking, knitting, and sewing. Furthermore, I was born and raised in Bennekom (Gelderland). I needed some time to acclimatize after moving to the south of the country. Now – 10 years later 😉 – I am familiar with the Limburg culture (and language). I feel at home here, which is very important to me.
What is your role at Desk?
I started out as a project management assistant and now I have moved on to the position of project manager. It’s my job to steer all campaigns in the right direction. I have a lot of customer contact and monitor everything for our customers, such as the budget, stock, and communication… Customers can contact me with any questions. I always go one step further by providing solutions for our customers. How can we prepare campaigns in a more efficient way? What possible pitfalls might we encounter along the way? And how can we address them in advance? Every day at Desk is different. Sometimes I think: ‘Today I’m going to check invoices all day long’. Then, a colleague needs help or a problem that needs to be solved pops up. In such cases, sometimes I cannot do anything from the original plan. I like the variety and unpredictability of my job.
How do you deliver value for the customer?
Many customers find the customer journey, the customer experience, very important. I work day in, day out to make that customer experience as positive as possible. I make sure that the system is as efficient as possible, the communication to the consumer is clear, and the registration process is smooth. I – together with my colleagues – quickly resolve errors in the system, to ensure that customers’ experience as little inconvenience as possible. Nowadays – with the help of data and tailor-made reports – we can also give clients more and more insight into progress. That works very well! Together we make sure that the campaigns result in the biggest possible return.
Which trends do you observe in your professional field?
Fraud is a subject that is now high on our list of priorities. Unfortunately, some consumers still try to defraud cashback campaigns, for example. In such cases, they claim the cashback after having returned the product. We consult with our customers to prevent this type of fraud. For example, by only paying out after fourteen days, so that we can take returned products into account. Or by having consumers cut out the barcode of the product from the packaging, and only accept the cut out barcode as valid proof. A consumer can then no longer return the product. Preventing fraud is a high priority for our customers. Fortunately, we can help them thanks to our extensive experience and substantial systems.
Can you describe yourself in three words?
I always think this is one of those difficult questions. Inquisitive (I like to learn new things/techniques, whether it’s computer programs or new knitting techniques), helpful (I’m always there for you), and ailurophile (a cat lover).
What is your favourite quote?
I’ve never done it before, so I think I can do it.