Claudia C.-Process Analysis and Optimization
Check rate
Experience
Process Analysis and Optimization
Pferdezüchterverband
Sparring and Consulting on Customer Service Transformation in the Energy Sector
Unspecified Energy Network Operator
- Creating structured action roadmaps with goals, KPIs, and responsibilities
- Building and using dashboards to continuously monitor relevant KPIs and measure performance
- Creating a handbook on KPI interactions/dependencies and action plans for improvement
- Developing a communication plan to support the transformation
- Creating role profiles for the target state “New SetUp”
- Supporting the setup of 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
- Assessing the cost-effectiveness of current measures
- Coaching on “Resilience in Communication” and handling difficult conversations
- Preparing an RFP for a 1st-level contact center service provider
- Preparing and setting up the partner management structure
Consultant
Regional Energy Provider (B2C)
- Documenting, restructuring, and visualizing customer service processes
- Developing and delivering a training program for hotline staff
- Independently implementing targeted measures to improve customer-retention KPIs across the customer journey
Consultant
Unspecified NGO
- Designing customer service (content, KPIs, quality management)
- Aligning voice, non-voice, and in-person teams
Consultant and Coach
Concedra
- Improving efficiency in telephone-based customer acquisition
- Coaching
Consultant and Coach
Regional Energy Provider (B2C)
- Set up and developed call framework processes to increase efficiency (quantitative and qualitative)
- Supported the ramp-up and go-live of a new hotline
- Coached managers on operational management
- Mapped, analyzed, and documented customer journeys with a focus on customer retention and reducing churn
- Identified and assessed critical drop-off points, touchpoints, and customer moments
- Developed and implemented specific measures to increase the retention rate
- Managed agile implementation projects with internal teams and external service providers
Consultant and Trainer
Unspecified Bank
- Designed and delivered workshops on leadership development (Service Team Leaders)
- Topics: Leading remotely, employment law for team leaders, day-to-day operational management, situational leadership, working effectively with reports
- Additional coaching based on individual needs
Independent Consultant in the junokai Network
junokai GmbH
- PMO (Agile IT Transformation in Telecommunications), liaison role between communication and project organization
- Focus areas: HeartMath resilience training, process management, interim management, leadership development (focus on team leadership), KPI management, communication strategies, sales in customer service
- Set up and expanded inbound and outbound service units
- Managed agile implementation projects with internal teams and external service providers
Interim Manager and Consultant for junokai
Concardis GmbH
- Supported the organization during a change process
- Set up and implemented leadership processes for “Leading Remotely”
- Coached the team leaders in charge
- Assessed communication training needs
- Delivered communication coaching
- Designed and delivered initiatives to increase NPS
Interim Sales Manager, Inbound Sales for Unitymedia
Capita Süd GmbH
- Developed and aligned the project plan with stakeholders and the client
- Mapped, analyzed, and documented customer journeys with a focus on customer retention
- Identified and assessed critical drop-off points, touchpoints, and customer moments
- Developed and delivered specific measures to increase the retention rate
- Analyzed existing processes (technology, communication, leadership)
- Restructured existing team leader processes and set up new ones
- Documented processes, developed new KPIs, and set up a continuous improvement process to optimize KPIs
- Designed and delivered training sessions and workshops for team leaders
- Implemented new team leader processes
Consultant and Trainer in Knowledge Transfer and KPI Management
Unspecified Bank
Communication Training and Coaching Project (Inbound Sales) for Unitymedia
Capita Süd GmbH
Customer Service Process Restructuring Project
Badenova AG & Co. KG
- Mapping, analyzing, and documenting customer journeys with a focus on customer retention and reducing churn rate
- Identifying and assessing critical drop-off points, touchpoints, and customer moments
- Developing and implementing specific measures (processes and communication) to increase the retention rate
Senior Consultant
KANO4U
- Customer retention projects across various industries (energy providers, insurance, telecommunications, fuel distribution) (B2C/B2B)
- Mapping, analyzing, and documenting customer journeys with a focus on customer retention
- Identifying and assessing critical drop-off points, touchpoints, and customer moments
- Developing specific measures to increase the retention rate
Customer Service Team Lead
BIG Direkt gesund
- Restructuring customer service
- Project lead for the company-wide tender for an omnichannel solution
- Developing a routing concept for all customer-facing departments
- Establishing customer service quality management
- Team leadership
- Mapping, analyzing, and documenting customer journeys with a focus on member retention and acquisition
Sales Project Lead
Avocis West GmbH
- Outbound Sales Vodafone
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
- Design and delivery of assessment centers (Agent, Team Lead, Program Manager)
Freelance Trainer
IHK Mittleres Ruhrgebiet
- Customer service communication
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.
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.
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 Leaders)
Kpi Management
Communication Strategies
Service Sales
Setting Up 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
Education
Ruhr Universität Bochum
Romance Studies · Bochum, Germany
Certifications & licenses
Further Training in Identifying AI Use Cases
Further Training in Leadership and AI
HeartMath® Coach and Trainerin
1x1 of Written Customer Service
pro!scripta
Scrum Outside IT
Hello Agile
Personal – and Business Coaching
sgd
Insights MDI
Statistics
Experience
Expertise
Qualifications
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 15 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 on 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, Regional Energy Provider (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: Further Training in Identifying AI Use Cases, Further Training in Leadership and AI, and HeartMath® Coach and Trainerin.
Claudia will be available full-time from January 2027.
Daily rate distribution
The rates shown represent the typical market range for freelancers in this position based on recent contracts on our platform.
Average rates for similar positions
Rates are based on recent contracts and do not include FRATCH margin.
The average daily rate is the mean of all daily rates from recent contracts of comparable freelancers on our platform.
The median daily rate is the middle value of all daily rates — half of comparable freelancers charge less, half charge more. Unlike the average, it is barely affected by outliers.
Calculated based on our freelancers’ daily rates as of 11 Nov 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
Similar freelancers
Discover other experts with similar qualifications and experience
Matthias B.
Olaf S.
Ute V.
Christoph H.
Felix B.
Jochen R.
Jens R.
Corinna P.
Chris W.
Norbert F.
Experts recently working on similar projects
Freelancers with hands-on experience in comparable project as a Process Analysis and Optimization
Daniel J.
Jessica D.
Alwin G.
Günther E.
Emre S.
Axel Z.
Rafael D.
Matthias S.
Klaus-Dieter B.
Matthias S.
Nearby freelancers
Professionals working in or nearby Bochum, Germany
Christian F.
Dany-Armand D.
Laurin H.
Axel F.
Markus M.
Rudolf E.
Peter S.
Lutz E.
Chris H.
Rainer P.
