About Susanne
AI Workflow Specialist with expertise in CRM systems, customer operations, and cross-functional process design.
I build AI-enabled, no-code automation systems that connect sales, support, and knowledge workflows, improving efficiency, data integrity, and execution speed.
Experienced in Salesforce, workflow architecture, and operational design, with a strong focus on translating complex, cross-departmental processes into scalable and maintainable systems. I turn messy CRM setups, scattered data, and manual workflows into clean, automated operations that save time and improve visibility.
With 30+ years of international experience living and working across cultures, I bring strong adaptability, fast learning ability, and a natural comfort operating in dynamic, distributed environments.
Passionate about mission-driven and innovation-led organizations, with growing expertise in pipeline support, lead qualification workflows, and CRM data integrity.
English
Fluent
German
Native or bilingual
Italian
Conversational
Remote only
Primarily works remotely
Experience
- getAbstract AGCRM & Data Operations SpecialistEDUCATION AND E-LEARNINGJuly 2024 - February 2026 (1 year and 7 months)Lucerne, SwitzerlandDesigned and automated scalable lead research, enrichment, and CRM handover workflows, reducing manual effort and improving pipeline visibility.Developed Ideal Customer Profiles (ICPs) and segmentation frameworks to improve targeting precision and lead qualification.Led CRM data quality initiatives including validation, cleansing, deduplication, and lead scoring, ensuring a trusted data foundation for sales and marketingIntegrated qualified prospect records into Salesforce, enabling seamless cross-functional handover and workflow continuity.Improved operational efficiency by streamlining manual prospecting and qualification processes, increasing consistency and response speed across teams.Collaborated cross-functionally with sales, marketing, and operations
- getAbstract AGCustomer Operations & Knowledge SpecialistEDUCATION AND E-LEARNINGSeptember 2022 - January 2024 (1 year and 4 months)Lucerne, SwitzerlandManaged customer support operations and resolved inquiries across B2C clients, ensuring high service quality and retention.Optimized support workflows and automated documentation processesStreamlined the internal knowledge base and SOPs to improve team efficiency and reduce repetitive requests.Optimized support workflows to enhance response times and service consistency.Maintained CRM records and reporting accuracy.Collaborated with marketing and product teams on campaigns, customer communications, and content updates.
- Innoloft GmbHKnowledge Management SpecialistDIGITAL AND ITJuly 2024 - July 2025 (1 year)Aachen, GermanyDesigned and scaled the workflow for a comprehensive knowledge management system enabling AI chatbot integration and faster issue resolution.Structured and optimized knowledge content for AI automated support workflows, improving user engagement and self-service adoption.Acted as a key operational bridge between users, product, and technical teams, driving continuous process improvements and higher customer satisfaction.Managed user inquiries via Jira and email, troubleshooting technical issues and driving process improvements.Built and maintained a comprehensive knowledge base covering all platform modules.
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Certifications
- Sustainable Amazonas (Sustainability Course)Science Panel for the Amazon2024
- The Age of Sustainable Development - Prof Jeffrey SachsUniversity of Columbia2024