Claudia Clemens - Process Analysis and Optimization

Q: Where is Claudia based?

Claudia is based in Bochum, Germany .

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 25 years of experience. During this time, Claudia has worked in at least 18 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 Horse Breeders Association .

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

In recent years, Claudia has worked for Horse Breeders Association , Unspecified Energy Network Operator , Regional energy supplier (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

Experience

Aug 2024 - Oct 2024

3 months

Process analysis and optimization

Horse Breeders Association

Jul 2024 - Jan 2026

1 year 7 months

Sparring and consulting on customer service transformation in the energy sector

Unspecified Energy Network Operator

Creating structured action roadmaps with objectives, KPIs, and responsibilities
Building and using dashboards for continuous monitoring of relevant KPIs to measure performance
Creating a handbook on KPI interactions/dependencies and action plans for improvement
Developing a communication concept to support transformation
Creating role profiles for the target model "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 audiences (stakeholders and management)
Creating a framework (standards, structures, and processes) for ISO 18295-1 certification
Cost-effectiveness analysis of current measures
Coaching "Resilience in communication", mastering difficult conversations
Preparing RFP for a first-level contact center service provider
Preparing and building partner management structure

Oct 2023 - Aug 2024

11 months

Consultant

Regional energy supplier (B2C)

Capturing, restructuring, and visualizing customer service processes
Developing and delivering a training program 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 on-site teams

Oct 2021 - Nov 2021

2 months

Consultant and coach

Concedra

Improving efficiency in telephone customer acquisition
Coaching

Oct 2021 - Nov 2021

2 months

Consultant and Coach

Regional Energy Provider (B2C)

Setting up and creating conversation framework processes to boost efficiency (quantitatively and qualitatively)
Support for ramp-up and go-live of a new hotline
Coaching executives in operational management
Recording, analyzing, and documenting customer journeys with a focus on retention and reducing churn rate
Identifying and evaluating 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 vendors

Mar 2021 - Dec 2021

10 months

Consultant and Trainer

Unspecified Bank

Designing and leading workshops for leadership development (service team leaders)
Topics: leading remotely, labor law for team leaders, operational management of daily business, situational leadership, effective work with reports
Additional coaching as needed

Jul 2020 - Present

5 years 9 months

Independent Consultant in the junokai Network

junokai GmbH

PMO (agile IT transformation in telecommunications), interface function for project organization communication
Main topics: resilience training HeartMath, process management, interim management, leadership development (focus on team leadership), performance metrics management, communication strategies, sales in service
Establishing and expanding inbound and outbound service units
Managing agile implementation projects with internal teams and external vendors

Jul 2020 - Dec 2020

6 months

Interim Manager and Consultant for junokai

Concardis GmbH

Support during a change process
Setting up and implementing leadership processes "leading remotely"
Coaching of responsible team leaders
Evaluating communication training needs
Communication coaching
Designing and carrying out measures to increase NPS

Sep 2019 - Dec 2019

4 months

Interim Inbound Sales Manager for Unitymedia

Capita Süd GmbH

Creating and coordinating the project plan in agreement with stakeholders and the client
Recording, analyzing, and documenting customer journeys with a focus on retention
Identifying and evaluating critical drop-off points, touchpoints, and customer moments
Developing and carrying out concrete measures to increase retention rate
Analyzing existing processes (technology, communication, leadership)
Restructuring existing and setting up new team leader processes
Process documentation, developing new metrics, launching continuous improvement process (CIP) to optimize metrics
Designing and delivering trainings 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 Customer Service Processes

Badenova AG & Co. KG

Capturing, 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 (processes and communication) to increase the retention rate

Oct 2017 - Jan 2019

1 year 4 months

Senior Consultant

KANO4U

Customer retention projects in various industries (energy utilities, insurance, telecommunications, fuel distribution) (B2C/B2B)
Capturing, 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

Customer Service Team Leader

BIG Direkt gesund

Restructuring the customer service
Project management of a tender for an omnichannel solution for the entire company
Developing a routing concept for all customer-facing areas
Establishing quality management for customer service
Leading the team
Capturing, 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 for 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 implementing new projects
Forecasting (financial, volume, personnel)
Personnel development
Design and execution of assessment centers (agent, team leader, 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

Skills

Resilience Training Heartmath
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 Vendors
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 in Identifying AI Use Cases

Training in 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 20.5 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

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Frequently asked questions

Do you have questions? Here you can find further information.

Where is Claudia based?

Claudia is based in Bochum, Germany.

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 25 years of experience. During this time, Claudia has worked in at least 18 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 Horse Breeders Association.

What companies has Claudia worked for in recent years?

In recent years, Claudia has worked for Horse Breeders Association, Unspecified Energy Network Operator, Regional energy supplier (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 in Identifying AI Use Cases, Training in Leadership and AI, and HeartMath® Coach and Trainer.

What is the availability of Claudia?

Claudia will be available full-time from April 2026.

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.