Ralf Hendrichs

Industry: Consulting, Project Management and innovative Technologies in the Call and Service Center field.

Manager World Wide Voice Migration Project: World wide voice migration project from Single Provider concept (T-Systems) to Multi Provider concept (Colt, Sita and TSI North America) for all Lufthansa Call and Service Center and affiliated Lufthansa direct sales location

Special Project Manager Lufthansa Global Telesales and Lufthansa Global Load Control (GLC) Istanbul, Turkey: Responsible for the complete extension and new set-up of Lufthansa's latest state of the art call and service center as well as the set-up of the global load control (GLC) service center.

Special Project Manager Lufthansa Global Telesales Brno: Responsible for the complete set-up of Lufthansa's Eastern European Call and Service Center.

Special Project Manager Call Center Shanghai: Responsible for the complete set-up of Lufthansa China Call Center and merge of the local and internal sales and accounting office into one large service center office. Connection of all China Lufthansa units in greater China and Hong Kong with state of the art VoIP telefony via private VPN connection.

Special Project Manager World Wide Voice Migration Project: Migration from Voice provider Sita to T-Systems. Set-up of a world wide and global numbering concept for the Lufthansa Global Call and Service Center Business and affiliated Sales office locations.

Special Project Manager Call Center Istanbul: Responsible for the complete set-up of Lufthansa's German speaking Call Center outside of Germany and merge of Lufthansa local sales and accounting units. Set-up of a special and private voice communication lease line (LL) between Berlin and Istanbul. Complete location analysis and market research.

Special Project Manager Project Communicate Part 1 (Virtual Contact Center): Single point of contact (SPOC) between all involved LH units and outside consultants. Connecting all existing LH Global Call Center as one Virtual Contact Centre (VCC). Establish central reporting or Call Center statistics and central Management call routing with the objective to increase accessibility. Functionality proposed for implementation of the VCC in Phase 1 including multi site skill-based routing and centralized reporting

Special Project Manager Call Center Berlin: Fully responsible for the complete set-up of Lufthansa's state of the art call and service center in Germany.

Managing Director Melbourne, Australia: Managed Call and Service Center with 100 Agents, back office and Management team.

Operations Manager and Deputy Call Center Manager/Managing Director.

Project Manager Call Center Melbourne: Responsible for the complete preparation and establishment of technical specifications and resources allocation and utilisation

Acting Manager Call Center Dublin: Supervised Management Team of 13 and 45 Agents.

Acting Duty Manager Call Center Los Angeles: Reported directly to Manager Reservation of Central and Western USA.

Lead Agent Call Center Los Angeles: Manned the reservation help desk and offered excellent internal/external customer service for multilingual markets

Ramp and Cargo Agent Lufthansa Cargo AG Los Angeles: Import & Export Certified USAS Cargo booking expert. Accredited world wide DGR-Certificate and Freight Operations.

International Fashion and Fashion Design Agency

Assistant of world wide renown press and sports photographer Hartmut Reeh