Yvonne T.-Interim Manager – Customer Service | 25 years of experience
Check rate
Experience
Zendesk Reporting
Buddy&Selly
- Creation of new reports, triggers, and automations in Zendesk due to price adjustments in logistics
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
Consulting and Coaching
melibo
- Workshop for Sales: “Understanding Customer Service and Its Stakeholders”
- Analysis of the Customer Journey and the expectations of relevant stakeholders
- Recommendations for Sales to better position service projects
Project Manager and Customer Service Expert, Interim Management
Buddy&Selly
- Implementation of Zendesk as a central ticketing system
- Setup of a telephony infrastructure including 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
Freelancer & Interim Manager
ServiceSoul
Responsibilities:
- Building and optimizing customer service organizations
- Introduction of CRM and ticketing systems (including Zendesk)
- Management of automation and AI projects
- Change and transformation management
Consulting
zvoove
- Workshop to improve onboarding and the customer journey
- Analysis of existing processes and development of specific improvement proposals
- Supporting the team in implementing initial measures
Head of Customer Service
momox SE
- Established and managed a customer service department with 100 employees
- Managed 3 external service providers (50 FTE)
- Introduced a cloud-based support infrastructure (Zendesk, ACD)
- Developed KPI systems & forecasting
- Change management, coaching & guideline development
Achievements:
- Increased productivity by 40 % while improving quality
- Introduced a chatbot → reduced contacts by 20–40 %
- Automated ticket processing with AI (20 % automation rate)
- Established an international service setup incl. reporting to senior management
Customer Service Team Leader
Direct Line Versicherung AG
- Managed a regional team (15 employees)
- Introduced a customer win-back campaign
- Process optimization & quality improvement
- Improved broker communication
Telephone Customer Service Team Leader
DB Direkt – Deutsche Bank Gruppe
- Responsibility for 2 teams with 50 employees
- Managed outbound campaigns & reporting
- Established 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, Professional Services, and 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.
Summary
With over 25 years of experience in customer service, I take responsibility as an Interim Manager for building, optimizing, and scaling 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 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, And Acd Systems, E.G. Zendesk, Salesforce, Jtel, Nfon, Aircall, Babelforce
Languages
Education
Training as a Dental Assistant · Dental Assistant
Statistics
Experience
Global experience
Expertise
Qualifications
Frequently asked questions
Have questions? Find more information here.
Yvonne is based in Berlin, Germany.
Yvonne speaks the following languages: German (Native), English (Intermediate).
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.
Based on recent experience, Yvonne would be well-suited for roles such as: Zendesk Reporting, Interim Manager, Consulting and Coaching.
Yvonne's most recent position is Zendesk Reporting 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 Professional Services, Information Technology, and Transportation.
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.
Yvonne has recently worked in industries like Retail, Professional Services, and Information Technology.
Yvonne has recently worked in business areas like Information Technology, Customer Service, and Operations.
Yvonne attended education in Dental Assistant.
Yvonne will be available full-time from November 2026.
Daily rate distribution
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Average rates for similar positions
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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 29 Oct 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
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