Freelancer profile translated to English.

Description

Expert in B2B Customer Success, IT Support & Workflow Automation

About me:

As an experienced freelancer at the intersection of excellent customer service and modern IT infrastructure, I help companies elevate their customer relationships to a premium level. My focus is on the demanding B2B environment and Customer Success Management for digital products and IT services.

I don't believe in rigid call center structures or purely mass processing. For me, contemporary support means: seamless processes, razor-sharp problem-solving, and the strategic use of automation to maximize efficiency in the background.

Thanks to my extensive experience in handling complex systems and demanding business clients, I not only handle direct communication but also optimize the underlying support workflows if necessary.

My core competencies at a glance:

B2B Customer Success & Account Management: Structured support for business clients, guidance through onboarding processes, and long-term customer retention.

Premium IT & Technical Support: Reliable analysis and resolution of complex technical inquiries via ticket system, live chat, and phone.

Process Optimization & Automation: Conception and implementation of efficient workflows (e.g., with n8n or API integrations) to relieve support teams.

Interface Communication: Professional link between end-users, management, and technical development.

Work style & availability:

Location: 100% Remote (reliable, fully equipped digital studio setup available)

Languages: German (Native Speaker / Business Fluent)

Target audience: Agencies, IT service providers, SaaS companies, and medium-sized businesses that value quality, punctuality, and professional B2B communication.

Languages

German
Native or bilingual
English
Conversational

Workplace preferences

Remote only

Primarily works remotely

MindService
Technical Support Specialist
REAL ESTATE
June 2025 - Today (1 year and 2 months)
Lecce, Italy
Technical Solution Management: Independent troubleshooting and case resolution for issues in 2nd level support. Root Cause Analysis & Solution Strategy: Conducting in-depth analyses of system malfunctions and implementing sustainable solution strategies. Quality Assurance: Ensuring service continuity and consistent adherence to project-specific quality standards and SLAs.
Process Optimization Customer Support
RentSales GmbH
Sales Area Manager / FTTH Consultant
CIVIL ENGINEERING
February 2024 - June 2025 (1 year and 4 months)
Linz, Austria
Regional sales management and strategic KPI steering in fiber optic expansion (FTTH). My responsibility included the professional leadership, targeted coaching, and training of field sales teams to sustainably increase performance and ensure sales targets in the region.
Personnel Management
o2, Sunrise
Area Manager
August 2020 - February 2024 (3 years and 6 months)
Comprehensive disciplinary and professional leadership of field sales and shop teams. My responsibility included developing and implementing regional sales strategies, data-driven KPI steering, and forecasting using CRM systems. A further focus was on actively supporting and targeted coaching of sales partners to ensure common goals.