Yvonne Tornow - Interim Manager

Q: Where is Yvonne based?

Yvonne is based in Berlin, Germany .

Q: What languages does Yvonne speak?

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

Q: How many years of experience does Yvonne have?

Yvonne has at least 25 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.

Q: What is Yvonne's latest experience?

Yvonne's most recent position is Interim Manager at Buddy&Selly .

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

In recent years, Yvonne has worked for Buddy&Selly , zvoove , melibo , ServiceSoul , and momox SE .

Q: Which industries is Yvonne most experienced in?

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 .

Q: Which business areas is Yvonne most experienced in?

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 .

Q: Which industries has Yvonne worked in recently?

Yvonne has recently worked in industries like Retail , Information Technology , and Transportation .

Q: Which business areas has Yvonne worked in recently?

Yvonne has recently worked in business areas like Customer Service , Operations , and Business Intelligence .

Recommended expert

Berlin, Germany

Experience

Jul 2025 - Jul 2025

1 month

Interim Manager

Buddy&Selly

Created new reports, triggers, and automations in Zendesk based on logistics price adjustments

Apr 2025 - Present

1 year

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

Dec 2024 - Dec 2024

1 month

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

Sep 2024 - Jan 2025

5 months

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

Jul 2024 - Present

1 year 9 months

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

Jul 2024 - Jul 2024

1 month

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

Dec 2014 - Jun 2024

9 years 7 months

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

Feb 2012 - Nov 2014

2 years 10 months

Teltow, Germany

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

Nov 2003 - Jan 2012

8 years 3 months

Berlin, Germany

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)

Oct 2000 - Oct 2003

3 years 1 month

Berlin, Germany

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.

Banking and Finance

Retail

Insurance

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.

Customer Service

Operations

Business Intelligence

Quality Assurance

Finance

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

German

Native

English

Advanced

Education

Aug 1993 - Jul 1996

Vocational training as a dental assistant · Dental assistant

Statistics

Experience

Total positions 10

Experience in Banking and Finance 11.5 y

Avg length 2 y 8 m

Longest experience 9 y 6 m

Global Experience

Countries worked in 1 (Germany)

Primary country Germany

Expertise

Recent roles Interim Manager, Freelancer & Interim Manager, Head of Customer Service

Main industries Banking and Finance, Retail, Insurance

Main business areas Customer Service, Operations, Business Intelligence

Profile

Created

March 2026

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Frequently asked questions

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

Where is Yvonne based?

Yvonne is based in Berlin, Germany.

What languages does Yvonne speak?

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

How many years of experience does Yvonne have?

Yvonne has at least 25 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.

What roles would Yvonne be best suited for?

Based on recent experience, Yvonne would be well-suited for roles such as: Interim Manager, Freelancer & Interim Manager, Head of Customer Service.

What is Yvonne's latest experience?

Yvonne's most recent position is Interim Manager at Buddy&Selly.

What companies has Yvonne worked for in recent years?

In recent years, Yvonne has worked for Buddy&Selly, zvoove, melibo, ServiceSoul, and momox SE.

Which industries is Yvonne most experienced in?

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.

Which business areas is Yvonne most experienced in?

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.

Which industries has Yvonne worked in recently?

Yvonne has recently worked in industries like Retail, Information Technology, and Transportation.

Which business areas has Yvonne worked in recently?

Yvonne has recently worked in business areas like Customer Service, Operations, and Business Intelligence.

What is Yvonne's education?

Yvonne attended education in Dental assistant.

What is the availability of Yvonne?

Yvonne will be available full-time from April 2026.

What is the rate of Yvonne?

Yvonne's rate depends on the specific project requirements. Please use the Meet button on the profile to schedule a meeting and discuss the details.