Yvonne Tornow-Interim Manager
Check rate
Experience
Interim Manager
Buddy&Selly
- Created new reports, triggers, and automations in Zendesk based on logistics price adjustments
Interim Manager
zvoove
- Interim management of multiple service teams
- Support for modernizing customer service
- Introduction of change management measures
- Guidance during the transition to modern service structures
Interim Manager
melibo
- Sales workshop: understanding customer service and its stakeholders
- Analysis of the customer journey & expectations of relevant stakeholders
- Recommendations for sales to better position service projects
Interim Manager
Buddy&Selly
- Implementation of Zendesk as the central ticket system
- Setup of a telephony infrastructure including routing & skill-based assignment
- Introduction of a chatbot as a virtual assistant → reduced contacts by up to 30%
- KPI implementation & reporting for management
- Leadership & change support for the support team
Freelancer & Interim Manager
ServiceSoul
- Building and optimizing customer service organizations
- Implementation of CRM and ticketing systems (including Zendesk)
- Leading automation and AI projects
- Change and transformation management
Interim Manager
zvoove
- Workshop to improve onboarding and the customer journey
- Analysis of existing processes and development of concrete optimization proposals
- Support for the team in implementing initial measures
Head of Customer Service
momox SE
Building & leading a customer service department with 100 employees
Managing 3 external service providers (50 FTE)
Implementing a cloud-based support infrastructure (Zendesk, ACD)
Developing KPI systems & forecasting
Change management, coaching & guideline development
Increased productivity by 40% while improving quality
Introduced a chatbot → saved 20–40% of contacts
Automated ticket handling with AI (20% automation rate)
Established an international service setup including reporting to senior management
Customer Service Team Leader
Direct Line Versicherung AG
- Leading a regional team (15 employees)
- Implementing a customer win-back campaign
- Process optimization & quality improvement
- Improving broker communication
Telephone Customer Service Team Leader
DB Direkt – Deutsche Bank Gruppe
- Responsibility for 2 teams with 50 employees
- Managing outbound campaigns & reporting
- Building a second team for Turkish-speaking customers
- Successful site migration (e-Branch Berlin)
Customer Service Agent
DB Direkt – Deutsche Bank Gruppe
- Inbound & outbound customer service
- Support in securities trading & banking
Industry experience
See where this freelancer has spent most of their professional time.
Experienced in Banking and Finance, Retail, Insurance, and Information Technology.
Business area experience
See which departments and functions this freelancer has contributed to most.
Experienced in Customer Service, Operations, Business Intelligence, Quality Assurance, Finance, and Investments and M&A.
Summary
With over 25 years of experience in customer service, I step in as an interim manager to build, optimize, and scale service organizations. My focus is on digitalization, automation, and customer experience. I develop sustainable structures, implement scalable processes, and guide teams through change processes – always aiming to measurably boost customer satisfaction and efficiency.
I am flexible and available nationwide as well as Europe-wide, and take on mandates for both short-term and medium-term projects.
Skills
Structure & Potential Analyses: Digitalization & Automation
Taking Over Leadership And Deputy Roles For Service Teams – At Team Leader, Head Of Customer Service, Or Operations Manager Level (Classic Interim Management)
Planning & Strategy Consulting For Customer Service
Bot & Ai Projects For Voice & Non-Voice
Project Management & Implementation Including Post-Launch Support/Scaling
Change Management & Operational Control (Internal & External)
Change Management & Leadership
Process Optimization & Scaling
Digital Transformation (Crm, Ai, Bots)
Kpi Management & Reporting
Project & Interim Management
Ms Office
Google Suite
Atlassian Tools
Various Crm Systems
Telephony & Acd Systems
Zendesk
Salesforce
Jtel
Nfon
Aircall
Babelforce
Languages
Education
Vocational training as a dental assistant · Dental assistant
Statistics
Experience
Global experience
Expertise
Profile
Frequently asked questions
Have questions? Find more information here.
Yvonne is based in Berlin, Germany.
Yvonne speaks the following languages: German (Native), English (Advanced).
Yvonne has at least 26 years of experience. During this time, Yvonne has worked in at least 6 different roles and for 7 different companies. The average length of individual experience is 3 years and 7 months. Note that Yvonne may not have shared all experience and actually has more experience.
Based on recent experience, Yvonne would be well-suited for roles such as: Interim Manager, Freelancer & Interim Manager, Head of Customer Service.
Yvonne's most recent position is Interim Manager at Buddy&Selly.
In recent years, Yvonne has worked for Buddy&Selly, zvoove, melibo, ServiceSoul, and momox SE.
Yvonne is most experienced in industries like Banking and Finance, Retail, and Insurance. Yvonne also has some experience in Information Technology, Transportation, and Professional Services.
Yvonne is most experienced in business areas like Customer Service, Operations, and Business Intelligence. Yvonne also has some experience in Finance, Investments and M&A, and Quality Assurance.
Yvonne has recently worked in industries like Retail, Information Technology, and Transportation.
Yvonne has recently worked in business areas like Customer Service, Operations, and Business Intelligence.
Yvonne attended education in Dental assistant.
The availability of Yvonne needs to be confirmed.
Daily rate distribution
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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 26 Aug 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
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