Freelancer profile translated to English.
Back to original languageAbout Claudia
After more than 20 years in customer service, in roles as diverse as communication trainer and account manager (and a few others), I decided in 2018 to go my own way because it allows me to focus on the topics that I really enjoy.
Because, what you enjoy doing, you usually do well.
In everything I do, it is important to me to involve and include the people affected whenever possible. I am firmly convinced that even the smallest change will only be good if everyone receives the support they need from the beginning. Preferably support that helps them to confidently and effectively navigate change themselves. (Unfortunately, this still happens far too rarely.)
German
Native or bilingual
English
Fluent
Italian
Conversational
French
Basic
Dutch
Basic
Can work on-site
Bochum (up to 50km)
Experience
- EVUSparring and Consulting for Customer Service Transformation in the Energy IndustryENERGY AND UTILITIESJuly 2024 - January 2026 (1 year and 6 months)Stuttgart, GermanyCreation of structured action roadmaps with goals, KPIs, and responsibilitiesSetup and utilization of dashboards for continuous monitoring of relevant KPIs to measure performanceCreation of a handbook on the interplay/dependencies of KPIs and action plans for improvementDevelopment of a communication concept for transformation supportCreation of role profiles for the target state "New Setup"Support in setting up new knowledge managementPreparation of results and recommendations for action for various target groups (stakeholders and management)Creation of a framework (standards, structures, and processes) for ISO 18295-1 certificationEconomic evaluation of current measuresCoaching "Resilience in Communication", mastering difficult conversationsPreparation of RFP for 1st level Contact Center service providersPreparation and setup of a partner management structure
- NGOCustomer Service ConsultingMEDICALApril 2022 - July 2022 (3 months)Bochum, GermanyConceptualization of customer service (content, KPIs, QM)Harmonization of voice, non-voice, and stationary teams
- Claudia Clemens - Beratung, Begleitung, EntwicklungOwner, ConsultantCONSULTING AND AUDITSFebruary 2019 - Today (7 years and 6 months)Bochum, GermanyExecution of various projects with a focus on revenue increase (Sales as Service) and leadership development (telecommunications, energy providers, banks) Sparring and consulting for customer service transformationCreation of structured action roadmaps with goals, KPIs, and responsibilitiesSetup and utilization of dashboards for continuous monitoring of relevant KPIs to measure performanceCreation of a handbook on the interplay/dependencies of KPIs and action plans for improvementDevelopment of a communication concept for transformation supportCreation of role profiles for the target state "New Setup"Support in setting up new knowledge managementManagement of agile implementation projects with internal teams and external service providersPreparation of results and recommendations for action for various target groups (stakeholders and management)Creation of a framework (standards, structures, and processes) for ISO 18295-1 certificationEconomic evaluation of current measuresCoaching "Resilience in Communication", mastering difficult conversationsPreparation of RFP for 1st level Contact Center service providersPreparation and setup of a partner management structureRecording, restructuring, and visualization of customer service processes for a regional energy providerAI Use CasesBuilding and maintaining resilience
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Skill set
Categories
- Other