Yvonne Tornow - Interim Manager – Customer Service

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 (Intermediate) .

Q: How many years of experience does Yvonne have?

Yvonne has at least 26 years of experience. During this time, Yvonne has worked in at least 10 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 Zendesk Reporting 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 Professional Services , Information Technology , and Transportation .

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 Information Technology , Sales , and Finance .

Q: Which industries has Yvonne worked in recently?

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

Q: Which business areas has Yvonne worked in recently?

Yvonne has recently worked in business areas like Information Technology , Customer Service , and Operations .

Recommended expert

Berlin, Germany

Check rate

Experience

Jul 2025 - Jul 2025

1 month

Zendesk Reporting

Buddy&Selly

Creation of new reports, triggers, and alerts in Zendesk due to price adjustments in logistics

Apr 2025 - Nov 2025

8 months

Interim Manager

zvoove

Interim management of several service teams
Support in modernizing customer service
Introduction of change management measures
Support during the transition to modern service structures

Dec 2024 - Dec 2024

1 month

Consulting and Coaching

melibo

Workshop for Sales: "Understanding customer service and its stakeholders"
Analysis of the customer journey and expectations of relevant stakeholders
Recommendations for sales to better position service projects

Sep 2024 - Jan 2025

5 months

Project Manager and Customer Service Expert, Interim Management

Buddy&Selly

Implementation of Zendesk as the central ticketing system
Building a phone infrastructure incl. routing & skill-based assignment
Introduction of a chatbot as a virtual assistant → contact reduction of up to 30%
KPI implementation & reporting for management
Leadership & change support for the support team

Jul 2024 - Present

2 years 1 month

Freelancer & Interim Manager

ServiceSoul

Tasks:

Building and optimizing customer service organizations
Introduction of CRM and ticketing systems (incl. Zendesk)
Leading automation and AI projects
Change and transformation management

Jul 2024 - Jul 2024

1 month

Consulting

zvoove

Workshop to improve onboarding and the customer journey
Analysis of existing processes and development of concrete improvement suggestions
Support for the team in implementing initial measures

Dec 2014 - Jun 2024

9 years 7 months

Head of Customer Service

momox SE

Building and leading a customer service department with 100 employees
Managing 3 external service providers (50 FTE)
Introducing a cloud-based support infrastructure (Zendesk, ACD)
Developing KPI systems and forecasting
Change management, coaching and guideline development

Achievements:

40% increase in productivity while improving quality at the same time
Introduction of a chatbot → saving 20–40% of contacts
Automated ticket processing with AI (20% automation rate)
Building an international service setup incl. reporting to senior management

Feb 2012 - Nov 2014

2 years 10 months

Teltow, Germany

Customer Service Team Lead

Direct Line Versicherung AG

Leading a regional team (15 employees)
Introducing a customer win-back campaign
Process optimization and quality improvement
Improving broker communication

Nov 2003 - Jan 2012

8 years 3 months

Berlin, Germany

Team Lead Phone Customer Service

DB Direkt – Deutsche Bank Group

Responsibility for 2 teams with 50 employees
Managing outbound campaigns and 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 Group

Customer service in inbound and outbound
Support in securities trading and banking

Industry Experience

See where this freelancer has spent most of their professional time.

Experienced in Banking and Finance, Retail, Insurance, Professional Services, and Information Technology.

Banking and Finance

Retail

Insurance

Professional Services

Information Technology

Business Area Experience

See which departments and functions this freelancer has contributed to most.

Experienced in Customer Service, Operations, Business Intelligence, Information Technology, Sales, and Quality Assurance.

Customer Service

Operations

Business Intelligence

Information Technology

Sales

Quality Assurance

Summary

With more than 25 years of experience in customer service, as an interim manager I take responsibility for building, optimizing, and scaling service organizations. My focus is on digitalization, automation, and customer experience. I develop sustainable structures, implement scalable processes, and support teams through change processes - always with the goal of measurably increasing customer satisfaction and efficiency.

Skills

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, E.G. Zendesk, Salesforce, Jtel, Nfon, Aircall, Babelforce

Languages

German

Native

English

Intermediate

Education

Oct 1993 - Jun 1996

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 Zendesk Reporting, Interim Manager, Consulting and Coaching

Main industries Banking and Finance, Retail, Insurance

Main business areas Customer Service, Operations, Business Intelligence

Qualifications

Profile

Created

July 2026

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Frequently asked questions

Have questions? Find more information here.

Where is Yvonne based?

Yvonne is based in Berlin, Germany.

What languages does Yvonne speak?

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

How many years of experience does Yvonne have?

Yvonne has at least 26 years of experience. During this time, Yvonne has worked in at least 10 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: Zendesk Reporting, Interim Manager, Consulting and Coaching.

What is Yvonne's latest experience?

Yvonne's most recent position is Zendesk Reporting 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 Professional Services, Information Technology, and Transportation.

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 Information Technology, Sales, and Finance.

Which industries has Yvonne worked in recently?

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

Which business areas has Yvonne worked in recently?

Yvonne has recently worked in business areas like Information Technology, Customer Service, and Operations.

What is Yvonne's education?

Yvonne attended education in Dental Assistant.

What is the availability of Yvonne?

Yvonne will be available full-time from August 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.