Claudio Matteuzzi
Interim Manager – Head of Inside Sales & Customer Service
Experience
May 2024 - Present
1 year 3 months Bonn, Germany
Interim Manager – Head of Inside Sales & Customer Service
Kessko
- Leadership, setup and reorganization of processes, technologies and sales activities.
Oct 2023 - Apr 2024
7 months Ratingen, Germany
Change and Interim Manager Sales and Customer Service
Blackfire Entertainment
- Digital and non-digital games distributor – European market leader.
- Revenue: €160 million, Employees: 160.
- Project lead – manager for the complete change process of the department.
- Reporting line: CEO.
- Introduction of a digital structure.
- Requirements concept for modern digital CS & sales software.
- Recruiting, training and onboarding of 6 CS support staff & 6 key account managers.
- Restructuring sales & CS processes.
- Implementation of goals, workflows & team processes.
- Operational and disciplinary leadership of 23 employees.
- Sales responsibility.
- Successful crisis management.
- Future department structure concept.
- Concept for digitization at Blackfire & Asmodee Group.
Feb 2022 - Apr 2023
1 year 3 months Wietmarschen, Germany
Interim Project Manager - Project Manager in Customer Success
zvoove Group GmbH
- Software agency. Specialist software provider for HR and facility service companies.
- Revenue: €350 million, Employees: 350.
- Reporting line: Management.
- Optimization of Salesforce processes.
- Evaluation and introduction of AI-based processes.
- Management of external service providers.
- Introduction of modern communication tools and concepts.
- Sub-project lead for bringing an outsourced hotline back in-house.
- Concept for a paid hotline service.
- Coaching of CS leadership team in management topics.
- Development of modern customer service concepts in collaboration with the process manager and CS director.
- Operational management of the payroll team with 16 employees.
- Introduction of scheduling (processes and staff).
- Goal: significant backlog reduction.
- Measure: process optimization of ticket handling.
- Since 07/2022 operational head of the payroll department with 16 staff.
Nov 2021 - Mar 2023
1 year 5 months Germany
Interim Manager as Customer Service Manager
Elanco Animal Health Incorporated
- Animal health manufacturer, TOP 4 worldwide.
- Reporting line: CFO.
- Leadership responsibility for 18 employees in inbound/mail handling/back office.
- Development and coaching of a workforce manager and a team leader.
- Operational responsibility for restructuring process flows.
- Optimization of the Genesys phone system.
- Introduction of comprehensive reporting.
- Change management from analog processes to digital excellence.
- Ensuring high availability and service quality.
- Redesign and implementation of routing and processes for a global Genesys phone system.
- Team restructuring.
- Introduction of modern reporting.
- Increased availability from 82% to 90%.
- Optimization of collaboration with the shared center in Warsaw.
Jul 2021 - Nov 2021
5 months Raunheim, Germany
Interim Manager - Head of Service
Chubb European Group SE
- Security technology, fire protection and security solutions.
- Reporting line: Division head.
- Operational responsibility and management of the entire site.
- Organizational optimization of processes and workflows.
- 20 service technicians and 4 back office staff.
- Interim cover and onboarding of the new service manager.
- Leadership in a highly critical situation.
- Introduction of calm and structure.
- Process optimization of the back office.
- Hiring new employees.
- Recovery of revenue and orders.
Aug 2019 - Sep 2021
2 years 2 months Rheine, Germany
Interim Manager & Department Head Technical Customer Service
Berbel Ablufttechnik GmbH
- Range hood manufacturer.
- 2022 revenue: approx. €80 million, Employees: 250.
- Reporting line: CEO.
- Leadership of 36 employees, including 2 managers.
- Responsibility for daily operations including route planning.
- Idea, setup and management of a premium customer service, including recruiting and training teams in front end, specialization, scheduling and technicians.
- Project lead for the introduction and integration of a new ticket system.
- Optimization of order scheduling and processing by integrating digital route planning and improving internal communication with Praxedo.
- Development of organizational and leadership structure.
- Management of customer service and complaint handling.
- Continuous development of valuable knowledge and training concepts.
- Budget responsibility up to €350,000.
- Successful setup of a Europe-wide premium customer service with in-house and freelance technicians.
- Introduction of digital customer service technology: ticket system Think Owl, route planning Praxedo, cloud phone system Placetel, interfaces to ERP Navision and process tools Miro and Trello.
- Optimization of spare parts supply through overnight deliveries.
- Integration of digital route planning.
- Improvement of internal communication.
- Permanent employment after a successful interim phase due to excellent performance and results.
Mar 2019 - Oct 2019
8 months Bad Urach, Germany
Interim Mandate
Gustav Magenwirth GmbH & Co. KG
- Magura bicycle and motorcycle components.
- Revenue: 2021 €181.7 million, Employees: 680.
- Reporting line: Management.
- Process analysis and recommendations with prioritization and implementation plan.
- Inside sales potential analysis with quick wins.
- Improvement of control and optimization of the phone system.
- KPIs developed for inside sales.
- Initiation of cross-department communication and independent workshop facilitation.
- Setup of country-specific call flows in six languages.
- Increase of service level.
- Coaching of new team leaders.
Jan 2018 - Mar 2019
1 year 3 months Germany
Independent Interim Manager and Project Leader
- Leading and executing interim projects of various sizes, industries and sales models across Germany.
Jan 2016 - Dec 2017
1 year Wiesbaden, Germany
Head of Customer Service Sales and Care
Brita-Yource GmbH, Startup of Brita GmbH
- Project lead: "Implementation of a holistic customer care and call center with pre- and after-sales processes."
- Successful connection of sales to an e-commerce shop using Shopware.
- Concept, optimization and implementation of CRM processes.
Oct 2016 - Present
8 years 10 monthsFreelance Management Consultant and Interim Manager
- Over 7 years experience as a freelance management consultant and interim manager.
- Since 04/2023 member of the 7Hills Consulting network.
May 2016 - Sep 2016
5 months Witten, Germany
Independent Interim Manager and Project Leader
Hill-Rom GmbH, Gerflor Mipolam GmbH
- Consulting management and support areas in change and optimization processes for Hill-Rom GmbH (medical technology, revenue: $2.91 billion publicly traded) and Gerflor Mipolam GmbH (floor coverings, revenue: over $1 billion in 2019).
- Creation of business process analyses.
- Ensuring high quality standards in sales and customer service.
- Optimization of technical processes.
- Process concept development and implementation in sales and customer service.
- Review, coordination and controlling of orders.
- Planning, introduction and monitoring of KPIs and SLAs.
- Disciplinary and functional leadership of staff and managers in change processes.
- Development and training of field staff.
- Leadership of up to 25 employees, including 2-4 managers.
- Introduction of CRM systems.
- Introduction and optimization of new and existing inbound and outbound technologies.
- Completion of numerous projects and change processes.
Aug 2015 - Aug 2016
1 year 1 month Sindelfingen, Germany
Customer Service Manager B2B South West
Stokke GmbH
- Manufacturer of premium children's furniture and products.
- Revenue: €90 million, Employees: 50 in Germany.
- Reporting line: CFO.
- Management of business customer service and sales for Italy, France, Spain, UK, Netherlands.
- Leadership of 2 team leaders and 15 European staff.
- Introduction of skill- and best-service-oriented workflows.
- Implementation of a cloud-based global phone system.
Sep 2011 - Jul 2015
3 years 11 monthsIndependent Interim Manager
- Projects in customer service and inside sales across Europe.
- Clients include MSC Cruises (Salzburg, Austria), Dolatel.de, Hans Soldan (Essen, Germany), Amazon (Werne, Germany).
- Leading projects and change processes in:
- Call centers
- Inside sales
- B2B
- Recruitment
- Training.
Jul 2010 - Jul 2011
1 year 1 month Cologne, Germany
Head of Inside Sales
HRS Hotel Reservation Service
- International company in the tourism industry.
Jun 2001 - Jun 2010
9 years 1 month Bonn, Germany
Site Manager Communication Center
DB Direkt - Deutsche Bank Group
- Reporting line: Direct to division management/CEO.
- Responsibility: Site management of Bonn and Berlin.
- Co-responsibility for the operational setup of 5 connected call centers with over 600 employees and 20 million contacts.
Oct 1985 - Jun 2001
15 years 9 months Safaga, Egypt
Independent Entrepreneur / Dive School Operator and Instructor
Tauchbasis Port Safaga Hotel Lotus Bay
- Operator of a dive school in Egypt, tourism industry.
- 80 employees, 10 large boats in operation, 160 daily divers.
- Sales and execution of multi-day tours and special kids’ dive courses.
- Dive instructor trainer and member of the dive instructor examination board.
- Cooperation with Air Aqua Reisen and Barakuda Dive Instructor Association.
- Cooperation with the Sir Robert Baden Powell.
- State-certified dive instructor and 4* Barakuda dive instructor.
Summary
Dedicated change expert with more than 27 years of specialist and leadership experience in customer service and sales, over 10 years as a freelance manager. Customer-focused setup, development and digitization of organizations, especially customer service and customer experience. Entrepreneur within the company – reliable, with a holistic view and a knack for future-proof and sustainable market developments. Empathetic and motivating leader with the ability to communicate complex changes so they are accepted and actively supported by colleagues and customers. High commitment, networked thinking beyond department boundaries.
Languages
German
Native
English
Advanced
Italian
Advanced
Education
Aug 1982 - Jun 1985
Behogast GmbH
Wholesale and Foreign Trade Merchant · Hofheim, Germany
Certifications & licenses
4* Barakuda Dive Instructor
Barakuda Dive Instructor Association
State-certified Dive Instructor
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