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 for customer service transformation in the energy sector

Unspecified Energy Network Operator

Creation of structured action roadmaps with goals, KPIs, and responsibilities
Building and using dashboards for continuous monitoring of relevant KPIs to measure performance
Creating a handbook on the interaction/dependencies between KPIs and action plans for improvement
Developing a communication concept to support the transformation
Creating role profiles for the target picture "New Setup"
Support in setting up new knowledge management
Managing agile implementation projects with internal teams and external service providers
Preparing results and recommendations for different target groups (stakeholders and management)
Creating a framework (standards, structures, and processes) for ISO 18295-1 certification
Cost-benefit analysis of current measures
Coaching on "resilience in communication," mastering difficult conversations
Preparing the RFP for a 1st-level contact center service provider
Preparing and building the partner management structure

Oct 2023 - Aug 2024

11 months

Consultant

Regionaler Energieversorger (B2C)

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

Apr 2022 - Jul 2022

4 months

Consultant

Unspecified NGO

Designing customer service (content, KPI, QM)
Harmonizing voice, non-voice, and on-site teams

Oct 2021 - Nov 2021

2 months

Consultant and Coach

Concedra

Increasing efficiency in telephone customer acquisition
Coaching

Oct 2021 - Nov 2021

2 months

Consultant and Coach

Regional Energy Provider (B2C)

Drafting and creating conversation framework processes to improve efficiency (quantitatively and qualitatively)
Support during ramp-up and go-live of a new hotline
Coaching of managers in operational control
Recording, analyzing, and documenting customer journeys with a focus on customer retention and reducing churn rate
Identifying and evaluating critical drop-off points, touchpoints, and customer moments
Developing and implementing concrete measures to increase the 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 running workshops for leadership development (service team leads)
Topics: leading remotely, labor law for team leads, operational control of day-to-day business, situational leadership, effective work with reports
Additional coaching based on individual needs

Jul 2020 - Present

6 years 1 month

Independent Consultant in the junokai Network

junokai GmbH

PMO (Agile IT Transformation Telecommunications), interface function between communication and project organization
Main topics: HeartMath resilience training, process management, interim management, leadership development (focus on team leadership), KPI management, communication strategies, sales in service
Setting up 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
Drafting and implementing leadership processes for "leading remotely"
Coaching the responsible team leads
Assessing training needs in communication
Communication coaching
Drafting and running measures to improve the NPS

Sep 2019 - Dec 2019

4 months

Interim Sales Manager Inbound Sales for Unitymedia

Capita Süd GmbH

Building and aligning the project plan in coordination with stakeholders and the client
Recording, analyzing, and documenting customer journeys with a focus on customer retention
Identifying and evaluating critical drop-off points, touchpoints, and customer moments
Developing and running concrete measures to increase the retention rate
Analyzing existing processes (technology, communication, leadership)
Restructuring existing team lead processes and drafting new ones
Process documentation, developing new KPIs, drafting continuous improvement processes to optimize KPIs
Designing and running trainings and workshops with team leads
Implementing new team lead processes

May 2019 - Jul 2019

3 months

Consultant and Trainer Knowledge Transfer, 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

Capturing, analyzing, and documenting customer journeys with a focus on customer loyalty and reducing churn rate
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

Customer loyalty projects in various industries (energy suppliers, insurance, telecommunications, fuel retail) (B2C/B2B)
Capturing, analyzing, and documenting customer journeys with a focus on customer loyalty
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

Team Lead Customer Service

BIG Direkt gesund

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

Jul 2014 - Jan 2015

7 months

Sales Project Management

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
Conceptual design and delivery of assessment centers (agent, team lead, program manager)

Mar 2002 - Dec 2006

4 years 10 months

Freelance Trainer

IHK Mittleres Ruhrgebiet

Communication in customer service

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

Heartmath Resilience Training
Process Management
Interim Management
Leadership Development (Focus On Team Leads)
Kpi Management
Communication Strategies
Sales In Service
Building And Expanding Inbound And Outbound Service Units
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 Universität Bochum

Romance Studies · Bochum, Germany

Certifications & licenses

Advanced Training in Identifying AI Use Cases

Advanced Training in Leadership and AI

HeartMath® Coach and Trainer

The Basics of Written Customer Service

pro!scripta

Scrum Outside 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 for 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

July 2026

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Frequently asked questions

Have questions? Find more information here.

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

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

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.

Based on recent experience, Claudia would be well-suited for roles such as: Process Analysis and Optimization, Sparring and consulting for customer service transformation in the energy sector, Consultant.

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

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

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.

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.

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

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

Claudia attended Ruhr Universität Bochum for Romance Studies.

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

Claudia is immediately available full-time for suitable projects.

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.

To hire Claudia, click the Meet button on the profile to request a meeting and discuss your project needs.