Claudio M.
Head of Customer Service
Experience
Head of Customer Service
Bluebrixx.com & MCW.de
Managed 17 employees in Front Office, Back Office, Key User Testing D365, Key User Zendesk & Amira (KI)
Responsible for budget and cost control
Scaled team from 7 to 17 employees with digital mindset
Reduced backlog from months to an average of 14 days
Improved availability from days to 3 hours
Completed system migration from Outlook to Zendesk
Implemented customer-oriented goodwill guidelines
Developed a 3-year agenda focusing on digitalization, automation and "customers to fans" strategy
Processed thousands of backlog tickets
Interim Manager – Head of Inside Sales & Customer Service
KESSKO GmbH & Co. KG
Reorganized inside sales department and optimized digital structures
Led and reorganized processes, technologies and sales activities
Successfully integrated inside and outside sales
Optimized interfaces between sales areas
Established collaborative working structures
Change and Interim Manager Sales and Customer Service
Blackfire Entertainment
Introduced a digital structure and created requirements for modern digital CS & sales software
Recruited, trained and onboarded 6 CS support employees and 6 key account managers
Restructured sales and CS processes
Implemented goals, workflows and team processes
Managed 23 employees operationally and disciplinarily
Held sales responsibility
Managed crisis situations successfully
Developed future department structure concepts
Designed digitalization strategy for Blackfire and Asmodee Group
Project Manager Customer Success
zvoove Group GmbH
Optimized Salesforce processes including evaluation and implementation of AI-based processes
Managed external service providers
Introduced modern communication tools and concepts
Co-led concept to bring back outsourced hotline as a paid service
Coached customer success leadership on management topics
Developed modern customer service concepts with process manager and CS directors
Operationally led payroll team of 16 employees since 07/2022
Introduced disposition processes and staffing
Significantly reduced backlog through ticket process optimization
Interim Customer Service Manager
Elanco Animal Health Incorporated
Led 18 employees in inbound, mail processing and back office
Developed and coached a workforce manager and a team leader
Restructured process workflows and optimized Genesys telephone system
Implemented holistic reporting and managed change from analog to digital workflows
Ensured high availability and service quality
Redesigned global Genesys routing and processes
Restructured team and introduced modern reporting
Increased availability from 82% to 90%
Improved collaboration with shared service center in Warsaw
Interim Service Manager
Chubb European Group SE
Operationally led the entire site with 20 service technicians and 4 back office employees
Optimized processes and workflows
Served as interim replacement and trained new service leader
Restored calm and structures during a critical situation
Optimized back office processes
Hired new employees and regained revenue and orders
Head of Technical Customer Service
Berbel Ablufttechnik GmbH
Led 36 employees including 2 managers and managed daily operations and tour planning
Conceptualized and built a premium customer service with recruitment and training of front end, specialization, dispatch and technicians
Led project to implement and integrate a new ticket system
Optimized order dispatch and handling with digital route planning and improved internal communication using Praxedo
Developed organizational and leadership structures and managed customer service and complaint management
Built knowledge and training concepts
Managed a budget up to €350,000
Established a Europe-wide premium customer service with in-house and external technicians
Introduced digital customer service technologies including ThinkOwl ticket system, Praxedo route planning, Placetel cloud telephony and ERP Navision interfaces
Enhanced spare parts supply with overnight deliveries
Interim Manager
Gustav Magenwirth GmbH & Co. KG
Conducted process analysis and provided prioritized recommendations with implementation plan
Performed inside sales potential analysis and identified quick wins
Improved telephone system management and optimization
Developed KPIs for inside sales
Initiated cross-departmental communication and led workshops
Built country-specific call flows in six languages
Increased service level and coached new team leaders
Head of Customer Service Sales and Care
Brita-Yource GmbH
- Led implementation of a holistic customer care and call center with pre- and after-sales processes
- Connected sales to an e-commerce shop using Shopware
- Designed, optimized and implemented CRM processes
Customer Service Manager B2B South West
Stokke GmbH
Managed business customer service and sales for Italy, France, Spain, UK and the Netherlands with 2 team leaders and 15 European employees
Introduced skill- and best-service-oriented work processes
Implemented a cloud-based global telephony system
Inside Sales Manager
HRS Hotel Reservation Service
- Managed inside sales for an international tourism company
Site Manager, Communication Center
DB Direkt Deutsche Bank Gruppe
- Led call centers in Berlin and Bonn reporting to executive management
- Responsible for operational setup of 5 networked call centers with over 600 employees and 20 million contacts
Owner and Dive School Manager
Tauchbasis Port Safaga Hotel Lotus Bay
- Managed 80 employees, 10 large boats and 160 daily dive guests
- Sold and conducted multi-day tours and specialty courses for children
- Served as dive instructor trainer and member of the dive instructor exam commission
- Cooperated with Air Aqua Reisen and Barakuda dive association
Summary
Dedicated change expert with over 27 years of specialist and leadership experience in customer service and sales, including more than 10 years as a freelance manager. Customer-focused in building, evolving, and digitizing organizations, especially customer service and customer experience.
An intrapreneur – reliable, with a holistic view and a knack for future-proof, sustainable developments in the market. An empathetic, motivating leader able to communicate complex changes so they are accepted and actively supported by colleagues and customers. Highly committed, thinking across departmental lines.
Skills
- Customer Service Expert
- Cxo
- Customer Experience
- Customer Relationship Manager
- Customer Success
- Call Center
- Customer Acquisition & Support
- Customer Retention & Satisfaction
- Complaint Management
- Technical Customer Service & Support
- Inside Sales
- Ai Tools
- Process Innovation
- Leadership Development
- Empowerment And Motivation Of Employees
- Employee Retention & Satisfaction
- Quality Management
- Building Agile Customer Service Structures & Service Excellence
Industry Knowledge
- Banking
- Tourism
- Call Centers
- Plant And Mechanical Engineering
- Consumer Goods
- Software Manufacturers
It Skills
- Ms Office, Certified Trainer For Office 365
- Ms Teams
- Sharepoint
- Jira
- Confluence/asana
- Customer Service Software/ai: Talkdesk, Virtualq, Thinkowl And Wfm Tools, Amazon Connect, Genesys Telephony
- Ai Tools From Qnova.ai And Amira.ai
Core Competencies
Strategic Thinker With Valuable Hands-on Experience Leading Demanding Change Projects, Focusing On The Targeted Optimization Of Structures In All Areas Of Customer Relationships, Both Externally And Internally.
- Revenue Improvements Through Optimizing Information Availability, Communication Channels, And Customer Relationships
- Customer Driven – Thinking Backwards From The Customer
- Cost Savings Through Employee Retention And Enablement
- Extensive Know-how For Building And Purposefully Leading Teams Based On Innovative And Effective Organization
- Extensive Management Knowledge Combined With Implementation Skills
- Hands-on Mentality With A Results- And Goal-oriented Approach
- In-depth Knowledge Of German Labor Law
Summary Of Selected Successes
- Implementation Of Digital Customer Service/contact Center Technologies And New Systems That Benefit Both Employees And Customers
- Optimization Of Key Control Instruments
- Building Sustainably Effective Teams
- Improving Service Efficiency
- Revenue Increases
- Increased Employee Satisfaction, Leading To Lower Turnover And Improved Information Availability
- Cost Savings Through Reduced Employee Turnover
Responsibility
- Budgets Up To €1.5 Million
- Managing 30 To 300 Employees, Including 12 Team Leaders
Languages
Education
Behogast GmbH
Wholesale and foreign trade clerk · Hofheim, Germany
Certifications & licenses
4* Barakuda diving instructor
State-certified diving instructor
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