Claudia Clemens - Process Analysis and Optimization

Q: Where is Claudia based?

Claudia is based in Bochum, Germany and can operate in on-site , hybrid , and remote work models.

Q: What languages does Claudia speak?

Claudia speaks the following languages: German (Native), English (Advanced) .

Q: How many years of experience does Claudia have?

Claudia has at least 26 years of experience. During this time, Claudia has worked in at least 17 different roles and for 16 different companies . The average length of individual experience is 1 year and 4 months . Note that Claudia may not have shared all experience and actually has more experience.

Q: What is Claudia's latest experience?

Claudia's most recent position is Process Analysis and Optimization at Pferdezüchterverband .

Q: What companies has Claudia worked for in recent years?

In recent years, Claudia has worked for Pferdezüchterverband , Unspecified Energy Network Operator , Regionaler Energieversorger (B2C) , Unspecified NGO , and Concedra .

Q: Which industries is Claudia most experienced in?

Claudia is most experienced in industries like Professional Services , Telecommunication , and Information Technology . Claudia also has some experience in Government and Administration , Energy , and Insurance .

Q: Which business areas is Claudia most experienced in?

Claudia is most experienced in business areas like Project Management , Human Resources , and Customer Service . Claudia also has some experience in Finance , Business Intelligence , and Quality Assurance .

Q: Which industries has Claudia worked in recently?

Claudia has recently worked in industries like Professional Services , Information Technology , and Telecommunication .

Q: Which business areas has Claudia worked in recently?

Claudia has recently worked in business areas like Customer Service , Project Management , and Human Resources .

Recommended expert

Bochum, Germany

Check rate

Experience

Aug 2024 - Oct 2024

3 months

Process Analysis and Optimization

Pferdezüchterverband

Jul 2024 - Jan 2026

1 year 7 months

Sparring and Consulting on Customer Service Transformation in the Energy Sector

Unspecified Energy Network Operator

Developing structured action roadmaps with goals, KPIs, and responsibilities
Setting up and using dashboards for continuous monitoring of relevant KPIs to measure performance
Creating a manual on KPI interactions/dependencies and improvement action plans
Developing a communication concept to support the transformation
Creating role profiles for the target model "New Setup"
Supporting the implementation of a new knowledge management system
Managing agile implementation projects with internal teams and external service providers
Preparing results and recommendations for different audiences (stakeholders and management)
Creating a framework (standards, structures, and processes) for ISO 18295-1 certification
Conducting an economic analysis of current measures
Coaching "Resilience in Communication": mastering difficult conversations
Preparing an RFP for first-level contact center service providers
Preparing and building the partner management structure

Oct 2023 - Aug 2024

11 months

Consultant

Regionaler Energieversorger (B2C)

Capturing, restructuring, and visualizing customer service processes
Developing and conducting a training concept for hotline staff
Independently implementing targeted measures to improve customer retention-related KPIs along the customer journey

Apr 2022 - Jul 2022

4 months

Consultant

Unspecified NGO

Designing customer service (content, KPIs, quality management)
Harmonizing voice, non-voice, and in-house teams

Oct 2021 - Nov 2021

2 months

Consultant and Coach

Concedra

Improving efficiency in telephone customer acquisition
Coaching sessions

Oct 2021 - Nov 2021

2 months

Consultant and Coach

Regional Energy Provider (B2C)

Design and creation of conversation framework processes to boost efficiency (quantitative and qualitative)
Support for ramp-up and go-live of a new hotline
Coaching of managers in operational control
Capturing, analyzing, and documenting customer journeys with a focus on customer retention and churn reduction
Identifying and assessing critical drop-off points, touchpoints, and customer moments
Developing and implementing concrete measures to increase retention rate
Managing agile implementation projects with internal teams and external service providers

Mar 2021 - Dec 2021

10 months

Consultant and Trainer

Unspecified Bank

Designing and conducting workshops for leadership development (service team leaders)
Topics: remote leadership, employment law for team leaders, operational control of daily operations, situational leadership, working effectively with reports
Additional coaching according to individual needs

Jul 2020 - Present

5 years 11 months

Freelance Consultant in the junokai Network

junokai GmbH

PMO for agile IT transformation in telecommunications, acting as a communication and project organization interface
Focus areas: HeartMath resilience training, process management, interim management, leadership development (team leader focus), KPI management, communication strategies, service sales
Building and expanding inbound and outbound service units
Managing agile implementation projects with internal teams and external service providers

Jul 2020 - Dec 2020

6 months

Interim Manager and Consultant for junokai

Concardis GmbH

Support during a change process
Design and implementation of leadership processes for "remote leadership"
Coaching of responsible team leaders
Assessment of communication training needs
Communication coaching
Design and implementation of measures to boost NPS

Sep 2019 - Dec 2019

4 months

Interim Inbound Sales Manager for Unitymedia

Capita Süd GmbH

Creating and aligning the project plan with stakeholders and the client
Capturing, analyzing, and documenting customer journeys with a focus on customer retention
Identifying and assessing critical drop-off points, touchpoints, and customer moments
Developing and executing concrete measures to increase retention rate
Analyzing existing processes (technology, communication, leadership)
Restructuring existing and designing new team leader processes
Process documentation, developing new KPIs, setting up a continuous improvement process to optimize metrics
Designing and conducting training sessions and workshops with team leaders
Implementing new team leader processes

May 2019 - Jul 2019

3 months

Consultant and Trainer for Knowledge Transfer and KPI Management

Unspecified Bank

Feb 2019 - Aug 2019

7 months

Project Communication Training and Coaching (Inbound Sales) for Unitymedia

Capita Süd GmbH

Feb 2019 - Apr 2019

3 months

Project Restructuring of Customer Service Processes

Badenova AG & Co. KG

Recording, analyzing and documenting customer journeys with a focus on customer retention and churn rate reduction
Identifying and evaluating critical drop-off points, touchpoints and customer moments
Developing and implementing concrete measures (processes and communication) to increase the retention rate

Oct 2017 - Jan 2019

1 year 4 months

Senior Consultant

KANO4U

Projects on customer retention in various industries (energy providers, insurance, telecommunications, oil distribution) (B2C/B2B)
Recording, analyzing and documenting customer journeys with a focus on customer retention
Identifying and evaluating critical drop-off points, touchpoints and customer moments
Developing concrete measures to increase the retention rate

Sep 2015 - Sep 2017

2 years 1 month

Group Lead - Customer Service

BIG Direkt gesund

Restructuring of customer service
Project management for the tender of an omnichannel solution for the entire company
Developing routing concept for all customer-facing areas
Establishing quality management for customer service
Team leadership
Recording, analyzing and documenting customer journeys with a focus on member retention and acquisition

Jul 2014 - Jan 2015

7 months

Sales Project Manager

Avocis West GmbH

Outbound Sales Vodafone

Jan 2007 - Jun 2014

7 years 6 months

Account Manager

SYKES Enterprises Bochum GmbH & Co. KG

P&L responsibility for various inbound and outbound projects
Planning and implementation of new projects
Forecasting (financial, volume, staffing)
Staff development
Designing and conducting assessment centers (agent, team leader, program manager)

Mar 2002 - Dec 2006

4 years 10 months

Freelance Trainer

IHK Mittleres Ruhrgebiet

Customer service communication

Jul 1999 - Dec 2006

7 years 6 months

Trainer, Team Manager, Program Manager

SYKES Enterprises Bochum GmbH & Co. KG

Industry Experience

See where this freelancer has spent most of their professional time.

Experienced in Professional Services, Telecommunication, Information Technology, Government and Administration, Energy, and Insurance.

Professional Services

Telecommunication

Information Technology

Government and Administration

Energy

Insurance

Business Area Experience

See which departments and functions this freelancer has contributed to most.

Experienced in Project Management, Human Resources, Customer Service, Finance, Business Intelligence, and Quality Assurance.

Project Management

Human Resources

Customer Service

Finance

Business Intelligence

Quality Assurance

Summary

I have built a career in optimizing processes and customer journeys across various industries, including energy, finance, telecom, and more. I focus on identifying key touchpoints, improving KPIs and retention, and implementing clear, structured strategies that drive performance. My experience ranges from creating dashboards and action plans to coaching leaders and managing agile projects, always ensuring precise execution and measurable results.

I use a hands-on approach to reshape processes, foster collaboration, and guide transformation efforts. With a strong foundation in process analysis and optimization, I deliver structured solutions that enhance customer service and operational efficiency, keeping the focus on sustainable business growth and continuous improvement.

Skills

Resilience Training Heartmath
Process Management
Interim Management
Leadership Development (Focus On Team Leadership)
Kpi Management
Communication Strategies
Sales In Service
Setup And Expansion Of Service Units Inbound And Outbound
Managing Agile Implementation Projects With Internal Teams And External Service Providers
Ms Office
Sap Cic
Jira
Confluence
Sabio (Serviceware Knowledge)

Languages

German

Native

English

Advanced

Education

Oct 1991 - Jun 1998

Ruhr University Bochum

Romance Studies · Bochum, Germany

Certifications & licenses

Training on Identifying AI Use Cases

Training: Leadership and AI

HeartMath® Coach and Trainer

Basics of Written Customer Service

pro!scripta

Scrum Outside of IT

Hello Agile

Personal and Business Coaching

sgd

Insights MDI

Statistics

Experience

Total positions 19

Experience in Professional Services 21 y

Avg length 1 y 10 m

Longest experience 7 y 5 m

Expertise

Recent roles Process Analysis and Optimization, Sparring and Consulting on Customer Service Transformation in the Energy Sector, Consultant

Main industries Professional Services, Telecommunication, Information Technology

Main business areas Project Management, Human Resources, Customer Service

Qualifications

Certifications earned 7

Profile

Created

March 2026

Last Update

May 2026

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Frequently asked questions

Have questions? Find more information here.

Where is Claudia based?

Claudia is based in Bochum, Germany and can operate in on-site, hybrid, and remote work models.

What languages does Claudia speak?

Claudia speaks the following languages: German (Native), English (Advanced).

How many years of experience does Claudia have?

Claudia has at least 26 years of experience. During this time, Claudia has worked in at least 17 different roles and for 16 different companies. The average length of individual experience is 1 year and 4 months. Note that Claudia may not have shared all experience and actually has more experience.

What roles would Claudia be best suited for?

Based on recent experience, Claudia would be well-suited for roles such as: Process Analysis and Optimization, Sparring and Consulting on Customer Service Transformation in the Energy Sector, Consultant.

What is Claudia's latest experience?

Claudia's most recent position is Process Analysis and Optimization at Pferdezüchterverband.

What companies has Claudia worked for in recent years?

In recent years, Claudia has worked for Pferdezüchterverband, Unspecified Energy Network Operator, Regionaler Energieversorger (B2C), Unspecified NGO, and Concedra.

Which industries is Claudia most experienced in?

Claudia is most experienced in industries like Professional Services, Telecommunication, and Information Technology. Claudia also has some experience in Government and Administration, Energy, and Insurance.

Which business areas is Claudia most experienced in?

Claudia is most experienced in business areas like Project Management, Human Resources, and Customer Service. Claudia also has some experience in Finance, Business Intelligence, and Quality Assurance.

Which industries has Claudia worked in recently?

Claudia has recently worked in industries like Professional Services, Information Technology, and Telecommunication.

Which business areas has Claudia worked in recently?

Claudia has recently worked in business areas like Customer Service, Project Management, and Human Resources.

What is Claudia's education?

Claudia attended Ruhr University Bochum for Romance Studies.

Does Claudia have any certificates?

Claudia has 7 certificates. Among them, these include: Training on Identifying AI Use Cases, Training: Leadership and AI, and HeartMath® Coach and Trainer.

What is the availability of Claudia?

Claudia is immediately available full-time for suitable projects.

What is the rate of Claudia?

Claudia's rate depends on the specific project requirements. Please use the Meet button on the profile to schedule a meeting and discuss the details.