Claudio Matteuzzi-Head of Customer Service
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Experience
Head of Customer Service
Bluebrixx.com & MCW.de
Mandate/Responsibilities Complete transformation of a historically evolved, inefficient service organisation into a modern, AI-powered, scalable customer experience unit for two brands.
- Design and implementation of a 5-tier organisational model (AI automation, external front office, bridge team, expert back office, strategic interfaces)
- Development of mentoring programmes, a role matrix and HR master plan for 2026
- Full ownership of the AI strategy: architecture, vendor decisions, licence negotiations, ROI measurement
- Implementation and operational management of AI bot infrastructure (Amira, Copilot, AI Agents)
- Establishment of the Wisebase (Zendesk Knowledge Base) as the single source of truth, serving as the foundation for AI agents and scalability
- System transformation: from Outlook to Zendesk, including process design, skill-based routing and reporting
- Introduction of a 6-KPI system: ticket deflection rate, FRT, FCR, knowledge quality index, backlog ratio, CSAT
- Design of the Service Transformation 2026, including a make-or-buy analysis, vendor comparison and outsourcing roadmap
- Introduction of customer-focused goodwill policies as a measurable cultural shift
- Development of a 3-year digital agenda with a focus on automation and customer retention
Key Achievements
- Team expansion: 7→17 staff through targeted recruitment focusing on a digital mindset
- Backlog reduction: From months to ⌀ 14 days
- Response time: From days to 3 hours
- System migration: Outlook→Zendesk successfully completed
- Processing thousands of tickets in the backlog
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 & Interim Manager – Sales & 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 structure during a critical situation
Optimized back office processes
Hired new employees and regenerated revenue and orders
Technical Customer Service Department Manager
Berbel Ablufttechnik GmbH
Led 36 employees including 2 managers and managed daily operations and tour planning
Designed and built a premium customer service with recruitment and training of front-end staff, specialists, dispatchers, 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 handling
Created knowledge and training concepts
Managed a budget of up to €350,000
Established 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
Improved spare parts supply with overnight deliveries
Interim Manager
Gustav Magenwirth GmbH & Co. KG
Conducted process analysis and provided prioritized recommendations with an implementation plan
Performed inside sales potential analysis and identified quick wins
Improved telephone system management and optimization
Developed KPIs for inside sales
Started cross-department communication and led workshops
Created 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 Southwest
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 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
Communication Center Site Manager
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
Industry Experience
See where this freelancer has spent most of their professional time.
Experienced in Tourism, Sport, Banking and Finance, Manufacturing, Retail, and Pharmaceutical.
Business Area Experience
See which departments and functions this freelancer has contributed to most.
Experienced in Customer Service, Operations, Sales, Project Management, Information Technology, and Strategy.
Summary
Experienced interim manager and change leader with over 27 years of leadership and transformation experience in customer service, customer experience and sales organizations. Specializing in change management, digital transformation, AI integration, and crisis management. Over 10 years of active interim experience in mid-sized companies and corporations in various industries. Co-Founder and CEO of cxcare GmbH – a strategic SaaS startup for the German mid-market, combining change management, AI integration and customer excellence as a holistic transformation package.
"I stabilize quickly. I build sustainably. I bring people along."
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
- Knowledge Management
- Process Automation
- Process Innovation
- Leadership Development
- Empowerment And Motivation Of
- Employee Retention & Satisfaction
- Quality Management
- Building Agile Customer Service Structures & Service Excellence
Industry Knowledge
- E-Commerce
- Pharma
- Banking
- Tourism
- Call Center
- Plant And Mechanical Engineering
- Consumer Goods
- Software Vendors
Core Competencies
Strategic Thinker With Valuable Hands-On Experience In Leading Complex Change Projects Focused On Targeted Optimization Of Structures In All Areas Of Customer Relations, Both Externally And Internally.
- Revenue Improvements By Optimizing Information Availability, Communication Channels, And Customer Relations
- Customer Driven – Thinking Backwards From The Customer
- Cost Savings Through Employee Retention And Empowerment
- Extensive Know-How In Building And Leading Teams Holistically With Innovative And Effective Organization
- Extensive Management Knowledge Combined With Implementation Skills
- Hands-On Mentality With Result- And Goal-Oriented Working Style
- Deep Knowledge Of German Labor Law
Key Achievements
- Ai Automation: 6,024+ Calls Automated, 9,000+ Tickets Fully Resolved By Ai, One-Touch Rate 87.9 Percent
- Backlog Reduction: Product Inquiries Down 76 Percent In 2 Weeks, Complaints Down 64 Percent In 2 Weeks
- Accessibility: From Days To 3 Hours (E-Commerce), From 82 Percent To 90 Percent (Pharma Environment)
- Team Scaling: From 7 To 17 Employees With A Digital Mindset
- Cost Optimization: €52,940 Annual Savings Through Service Transformation, €4,554 Secured Through Zendesk Negotiation
- Organizational Design: Designed And Implemented A 5-Tier Model With An 80 Percent Deflection Target
- Crisis Management: Multiple Successful Turnarounds In Leaderless Or Critically Unstable Situations
- Europe-Wide Service Setup: Built Multilingual (6 Languages) Call Flows And Europe-Wide Premium Service Structures
Technologies & Methods
- Cs Platforms: Zendesk, Talkdesk, Genesys, Amazon Connect, Salesforce
- Ai & Automation: Amira, Thinkowl, Virtualq, Wfm Tools
- Communication: Placetel, Cloud Telephony, Omnichannel
- Project Tools: Jira, Confluence, Asana, Ms Teams
- Crm: Microsoft Dynamics, Aurea, Erp Interfaces
Languages
Education
Behogast GmbH
Wholesale and Foreign Trade Clerk · Hofheim, Germany
Certifications & licenses
4* Barakuda Dive Instructor
State-Certified Dive Instructor
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Experience
Global Experience
Expertise
Qualifications
Profile
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