Natascha Kayen

Started as a Technical Writer to create and maintain a centralized knowledge base for processes, platforms, tools, and provide clarity on the organization's strategy. As our audience grew by the thousands, my responsibilities grew to include Release Management and Governance, as well as Learning and Development. Owned the chain from process to training to implementation and maintenance, and drove efficiency by creating and maintaining standardized knowledge, training, and communication systems.

Guiding individuals and businesses through impactful changes and navigating milestones and goals, I specialize in supporting clients through necessary disruption by implementing intuitive and culturally aligned adjustments that build toward a sustainable, transformative whole. My approach is pragmatic and people-oriented. As a fan of Agile, I prefer to deliver iterative outcomes that boost revenue and satisfaction, but also quietly instill resilience and confidence.

Developed a wide range of impactful materials, from training manuals and policies to blog posts, promotional storyboards, and compelling copywriting for various platforms. Designed personalized learning paths and produced creative content across a variety of formats and themes. Organically grew several social media accounts to 500+ followers in their first year. WordPress blog: https://twounicornsandachameleon.wordpress.com/about Github Portfolio: https://github.com/nkayen (work in progress)

• Translations EN-NL, NL-EN, CN-EN, ES-EN Examples: Academic and professional documentation, software interfaces, user guides, templates. • Subtitling and Captioning EN / NL / CN (中文) / KR (한국어) Examples: Social media content, incl. captions and subtitles, (music) video subtitles and song lyrics, audio transcripts • Localization EN-NL, CN-EN/NL, NL-EN Examples: Apple Safari software, GenAI & LLM prompt tuning and output adaptation. Basic coding and scripting where required.

In this capacity, I strengthened the connection between Customer Support and the wider organization by fostering transparency, improving operational efficiency, and building a cooperative international stakeholder community during successive reorganizations. In addition, I owned the ISO 22301:2012 Business Continuity Plan for the SSC Invoice & Dispute Management department, conducting risk assessments and evacuation drills in collaboration with fellow safety Champions in our building.

Leading teams of 7 to 14 agents handling financial queries for Strategic and Top Accounts, first globally, then for Northern Europe and “Rest of the World” markets after internal restructuring, I boosted NPS by stabilizing the pipeline, reducing backlog and Mean Time to Repair, and aligning tasks with individual strengths. Introduced client portfolios, promoted end-to-end case ownership, and managed weekly departmental reports on the pipeline, FTE, trends, and NPS insights.

Managing priority customers and partners in English and Dutch, supporting invoice queries, delivery requests, credit management, and account reconciliation. I led high-level payment escalations, and supported my line manager with hiring, shift planning, and pipeline distribution, and maintained full workload through efficient time-blocking. I also contributed to process improvements and the rollout of Colt Partners as a new customer channel, delivered training, and mentored new starters.

• 2nd Level Back Office dedicated support for invoice inquiries, data adjustments, disputes, and validated rerate and credit calculations, in Dutch and English. • Root cause- and requirement analysis, as well as process improvement, upskilling of colleagues, and updating of the Service Catalogue, for recurring customer issues. • Cash flow management, by ensuring pay-hold disputes were adequately registered and prioritized. Using: Oracle, SQL, Internet, Reporting Tools, Microsoft Office & Outlook

As an Implementation Manager for Colt´s elite wholesale accounts, I dealt with pre-delivery & client adjustment requests for all delivery, change and cessation requirements, provided weekly status reports for the same, hosted regular conference calls, and accompanied the Service Manager to service review meetings. Using: Oracle, SQL, Order and Reporting Tools, Microsoft Office & Outlook

Content creation for online learning and e-Learning platforms, for organizations from varying industries -incl. leading UK banks, government agencies, and large retailers This included, but was not limited to, creating new content, editing existing material & writing additional chapters, demographic analysis, triggering interactive engagement, providing creative solutions, graphic design, and relationship management.

Responsible for creating, marketing, and facilitating Business English language programs, with emphasis on presentation skills, and cultural awareness -all bespoke, and uniquely tailored to each client's needs. My clients included leading multinationals in Media, Manufacturing, and Technology, where I prepared staff for placement overseas, as well as hosting and accommodating international audits. Translated, proofread, and edited the clients' materials from NL-EN, EN-NL, and Basic Mandarin Chinese-NL/EN.

SITA/Equant is an international Voice & Data Company, specializing in Data, as well as airport and travel industry related specifics (such as SITATEX) As a Technical Support Professional, I provided 1st and 2nd level remote diagnostic checks for network faults, for Dutch and English speaking clients, including complaints and escalations. In addition, I often worked on projects with the training department and helped train, guide, and mentor new starters.

Voice & Data Company with networks in the Netherlands & Belgium. Due to the rapid growth of the company at that time, I was given the opportunity to work in various teams, and given an increasing amount of responsibility.

- Project Management & Communicator for the RAI Exhibition Center, and several other Key clients (Primary Role) - Teamleader & Fundraiser / Communicator Call Center Services (Outbound; B2B & Consumers, Fundraising)

National Wushu College Level: 3 HSK Language Level (June 2008): 4/5