What is your line of work? Why did you join the technology business in the first place? What motivated you?
I am located in Brussels and, since December, I have taken up a new challenge as Head of Customer Services for Worldline Belgium and I am also in charge of the Customer Experience, Quality & Training Department at global level. As part of this new role, I am responsible for all departments linked to Belgian customer services, from onboarding to field & logistics and Customer Experience throughout the different countries.
I have always been drawn to technology in general, especially e-Commerce and innovative ways to pay. It is so exciting to see how quickly the world is changing thanks to innovation. I am very proud to work for a leading player in the market and to have the feeling I can contribute to the next innovations in these domains. Initially coming from the telecommunication world, what really motivates me in the technology business is the opportunity to work for international markets in innovative environments. As part of my profession, I get a lot of satisfaction in finding the best solutions that will make a real difference for customers.
What do you find more challenging in your profession?
This is quite simple! I consider that my job is challenging for 3 main reasons. First of all, every day is different. Secondly, my scope of responsibilities embraces much more than customer contact and my team and I must deal on a daily basis with a broad set of actions going from customers' website services, writing requirements for apps to digitization or optimization requests from customers. And last but not least, having a smooth international organization within our global Customer Experience Department is also a key challenge. When you have teams throughout different countries, it is much more difficult to grasp specific needs as you cannot speak all the languages. So you need to find the best alignment to efficiently coordinate all the countries and to rely on all your team members at local level.
What are you most proud of in your work?
When I see people within our organization who make a difference for our customers and reverse the trend by turning a dissatisfied customer into a happy one, it really makes my day!
Being a woman in a technology company, which is a business sector where women are less represented in average than in banking or media and communication for example, what would you say to young women thinking about their future professional orientations?
I would tell them not to pay attention to the statistics, as it is all about feeling good in a company. I have been working for 1.5 year at Worldline and I have not felt any difference whatsoever. If your dream is to work in Fintech, then go for it!
What would you advise your female colleagues to do within Worldline to successfully develop their career path?
Worldline is a “moving” company. Think big and, if you have ideas, do not hesitate to share them! Worldline is a very innovative company where everything is possible. I am responsible for customer services, last year I wrote requirements for an app for our latest terminal. They are currently developing it, isn’t that great?
What would say to your male colleagues?
Aha, well beware… it is not because we are less represented that we have less to say. [laughs]
What advices would you give to achieve Work-life balance?
This is a very personal matter; everyone has to find their own balance. As far as I am concerned, my life changed 11 months ago when my daughter was born. This led me to adapt my organization to keep a healthy work-life balance. My weekends are family-focused; I do my groceries and almost all the household chores. During the work week, I spend 1 to 2 hours dedicated to quality time with my daughter before she goes to bed. Since she wakes me up during the night, it is very important to stay healthy so I try to exercise a couple of times a week as well. This way, I am able to get my work done but I spend time with my baby as well. I also try to work as smart as possible, focusing on high outcome tasks. During the day, I make a list of things that I need to close by the end of the day and I shift my priorities based on these deadlines. We need to be productive, not busy.
How has Worldline helped you to advance in your career and reach your professional goals?
One of the things that I like about Worldline is the broad range of possibilities offered by the company. Indeed, Worldline is very dynamic company in terms of internal mobility, trainings and personal development opportunities. In a fast and continuously changing environment, the content of our roles and responsibilities also change together with the organization. Not a day goes by without learning something new and this is a key asset for our personal evolution.