Vice President Merchant Services, Netherlands
"I oversee the worldwide merchant services team in the provision of first line operational support for all of GlobalCollect’s merchants. Any questions, issues or training needs that merchants have are dealt with by my team."
My career journey at GlobalCollect began when I completed my education (almost 19 years ago – time flies when you are having fun!). My brother was working for GlobalCollect and he felt I was suitable for a vacancy in the Merchant Accounting Department, so I applied. When I joined, we were a company of approximately 30 people and my journey included establishing part of GlobalCollect’s structure and growth. You could say that we grew-up together.
I began in the Matching Team, where I ensured that payments we received were reconciled (matched) properly. Then I moved into Customer Service, where I dealt with merchants’ payment inquiries. I also helped set-up an Inside Sales Team, which was responsible for supporting Account Managers and I subsequently became an Operational Account Manager, followed by an Account Manager. My eagerness to learn, combined with my product and services experience also got me involved in business development, but ultimately, I decided to go back into the operational account management side of the business by establishing the Merchant Services Team, which I currently lead.
The Merchant Services Team is the first line of operational support for all of GlobalCollect’s merchants. We manage merchant questions and service requests and it is our mission to provide solutions to issues and deliver a great client experience in doing so. We are also responsible for all of the operational related communications with merchants (for example, regarding platform changes and development releases affecting our clients.) The Merchant Services Department is a global team with a “Follow The Sun” support structure, which means that all of our regional teams (Europe, Asia, North and South America) complement each other to provide 24/5 support. I am responsible for the delivery of these services worldwide.
Having worked in many projects and functions in both our back-office and front-office has taught me a lot about the industry, communications, and my interpersonal skills. Needless to say, I have gained so much from my time at GlobalCollect, both professionally and personally, and even after all this time, I still learn new things every day! I am proud to have contributed to GlobalCollect's growth and consider myself privileged to work with such a diverse and nice group of people.