Nathalie De Groot Email & Phone Number

Hoorn, Nh, Nl

Utrecht, Netherlands

Rotterdam, Zuid-Holland, Nederland

As a UX Copywriter, I am attached to the payments, tenant experience, landlord experience & Kamernet teams. Within those teams, I work closely with product, engineering & design as well as various stakeholders. I am responsible for microcopy, UI copy, product-focused FAQ articles, transactional emails & the localisation for all of these.

Dundalk, Leinster, Ireland

I worked as a fraud analyst for buyer risk on the PayPal platformTasks included:- Reviewing accounts for suspicious behaviour and placing limitations accordingly- Reviewing documents (POI, POA, bank/credit card statements) sent in due to limitations and deciding whether to lift the limitation or close the account- Reviewing reported suspicious and unauthorised transactions either by account holder or triggered through a charge back from an account holder's bank- Communicating with account holder pertaining limitations or suspicious behaviour through email and phone- Assisting team leader in tasks pertaining to managing the team (15 people)- Worked on a monthly issued departmental newsletter

Dundalk, Leinster, Ireland

Soest

- optimised SEO for multiple webshops resulting in first page ranking in a few weeks (previously 3rd page)- creating and implementing a content strategy- setting up newsletter to retain customers- streamlining brand identity throughout webshops and social platforms

Amsterdam En Omgeving, Nederland

As part of the Lightspeed Support team and more specific the Customer Success Management team, the post-sales product specialist is tasked with stewarding department processes and product technical content, in order to create the best first impression for our customers. Serving as a product expert, the product specialist is responsible for introducing our new customers to the various Lightspeed customer resources, as well as training customers on specific aspects of our products. Once successfully initiating a new customer to Lightspeed, the product specialist will also be required to build and maintain an active relationship with the customer to further the customer’s satisfaction and business.Tasks & specialization include:* Organizing, creating content for and giving weekly webinars (between 10-30 participants) * Training new team members and colleagues from other departments* Handling QA and negative feedback issues within the team (5 members) * Advising customers on SEO: writing texts, Google Search Console, Google Analytics, Social Media, online advertising, keyword research, keeping an eye on SEO trends* Making sure that the customer's queries get directed to the right departement (Finance, Sales Ops, Support, Sales) and are followed up in a timely manner* Basic HTML and CSS coding* Writing training and customer focused product manuals in Dutch and English

Amsterdam

As frontline support specialist I was tasked with technical support on the eCom product. Whenever customers called in I had to troubleshoot, point things out or judge wether something needed to be escalated. Support works with finance, sales, customer succes and partners. With the frontline position comes working with different channels with which customers can reach support: email, chat and phone.

Support position for the fonQ webshop. Answering customer questions via email and phone. Extra responsibilities included webcare on social media (Facebook & Twitter) & review websites (Trustpilot, Beslist.nl, Consumentenbond), managing escalation cases and training new employees.

Bachelor'S Degree, History

Specialised in the Napoleonic period in The Netherlands

Ux Design Immersive

Course lasted 12 weeks (480 hours) & had 6 projects (see under experience). All bases of UX & UI design were covered (double diamond.