CV Ralf Christine_May-2016
- 1. Curriculum Vitae Personal details Ralf Christine Saarstrasse 2 51375 Leverkusen Germany Phone: +49 177 8131960 Email: ralf.christine@freenet.de R辿sum辿 Quality Assurance professional with well proven experience, Quality Manger / Lead Auditor DGQ/EOQ and Environmental Auditor Customer real life experience in different branches as Telecoms, 3rdparty certification body and Automotive supplier Service Excellence Coach and Trainer Certified Course Leader with UP! Your Service Solid experience in Program-/Project- Mgmt. Expert knowledge in leading inter-cultural / -national teams Proven record in Scorecard and KPI development, deployment and monitoring Process oriented approach with hands-on experience on process development, deployment and improvement
- 2. Ralf Christine Page | 2 Professional Experience and Accomplishments 04/2014 - Present Quality Program Manager | Nokia Global operational responsibility for Nokia key customers on Customer Experience Leadership Surveys Enhanced Customer Perceived Value (Customer Loyalty Index) on global level by >10% Governing Lead Auditor (1st and 2nd Party Audits) on larger projects 12/2010 04/2014 Quality Manager | Nokia Siemens Networks (NSN) Designed, developed and deployed Customer Experience Survey Responsibility for Region surveys, interface for other BU Rolled out Service Excellence program globally 01/2010 - 12/2010 Quality Manager Global Markets | NSN Trained customer teams on Service Excellence Deployed outage notification system (NCC -10%) Ran Improvement-/Change management- programs 09/2008 12/2009 Customer Process & Quality Mgr. Vodafone Global | NSN Drove customer mindset and increased Customer Loyalty Metric by +10% (on Vodafone Group level) Launched Scorecard reporting (effort -25%). Responsible QM interface for Vodafone Group 10/2007 - 08/2008 Quality Manager Customer Market Operations | NSN Drove CM Balance Scorecard improvement Responsible for Customer Delight Category in Quality Award (based on the EFQM) Main 3rd Party Certification Body interface 04/2007 - 09/2007 Development Manager Business Excellence | NSN Consolidated global KPIs and established Balanced Score-card within CM (reduce double reporting ~50%) Interconnected global -Business Excellence Program with other Bus, Areas & Regions "Champion Award driver on E2E - KPI 09/2006 - 04/2007 Team Lead Nokia-Siemens Integration Team | Nokia Organized Services integration activities on Nokia / Siemens Joint-Venture until the legal start of Nokia Siemens Networks Agreed on main principles, designed workflows and described processes for customer support services
- 3. Ralf Christine Page | 3 03/2006 - 03/2007 Global Services Quality Manager | Nokia Introduce global Emergency Support Services QMS Established Quality/Environmental forums Enforced TL9000 Outage Criteria Definitions 05/2005 - 03/2006 Quality Manager & Assistant Project Manager Swiss| Nokia Established Nokia/Customer integration center (reduced System-integration time by 25%) SPOC for customer quality and led quality initiative Project Planning and execution 04/1998 04/2005 Lead Auditor / Quality Engineer | Nokia Networks Audit-Program-Coordinator Central Europe Responsible 3rd Party Certification Body interface Developed, coached & trained internal Auditors 01/1995 03/1998 Quality and Environmental Auditor | GIS 3rd Party Lead Auditor in different assessment teams Gathered audit experience across Europe and Far East Development audit principles & reference documents 01/1994 - 12/1994 Out of engagement | Employment office 01/1993 - 12/1993 Manager Quality Planning | Melchert Elektronik GmbH Quality planning and leading SPC introduction Driving ISO 9001 certification 01/1990 - 12/1992 Group Leader Outgoing Inspection | Melchert Elektronik Goods issue- and laboratory- inspections Customer complaint management. 01/1999 - 12/1989 Quality Specialist electrical testing department | Melchert Elektronik Automatic Optical Inspections (AOI) Electrical testing (Bare-Board Testing) 12/1986 - 12/1988 Foreman und Shift-Manager Printing Technologies | Melchert Elektronik Production of PCBs, Multi-layers and flexible circuits. 01/1981 - 11/1986 Technician | Philips Kommunikation Industrie AG Development department ISDN, fiber optics and Manufacturing engineering for cable production 09/1979 12/1980 Military Services Bundeswehr | Lance Corporal 01/1979 08/1979 Technician | Felten & Guilleaume Carlswerk AG Measuring device Production Development and production measurement devices
- 4. Ralf Christine Page | 4 Particular skills Design, develop and deploy Surveys (B2B, B2C) Lead Audits for 1st, 2nd and 3rd Party globally Manage Customer and 3rd Party Certification Body interface on global/local level Global Program and operate Project Management Coach & Train large organizations on different topics Organize& drive large organization integration activities Run Award activities based on EFQM model Lead Cross-national Teams Establish Balanced Score-cards Design workflows and describe processes principles & reference documents Establish Forums, maintain Webpages and DB Direct Quality Reviews Education, Training and Competence Languages German mother tongue English - business fluent Trainings 04/2010 06/2010 Course Leader and Train-the-Trainer License Service Excellence Up your Service息 College 05/2003 Environmental Auditor Umweltinstitut Offenbach 04/1998 - Present Leadership, Technology and Quality Internal and external 09/1997 - Present EOQ/DGQ | EOQ Lead Quality Auditor 05/1996 - 12/1996 DGQ/EOQ | Quality Manager 09/1993 - 12/1993 DGQ | Quality Assistant 09/1983 - 06/1986 Chamber of commerce and industry Cologne Mechanical Engineering Industriemeister - Fachrichtung Metall (Equivalent to Foreman Mechanical Engineering) 09/1975 - 12/1978 Felten & Guilleaume Carlswerk AG Professional education on mechanical engineering Industrial trainee in precision mechanics 06/1975 General Certificate of Secondary Education (Mittlere Reife) Hobbies Motor biking, ball room dancing, travel, Judo Leverkusen, 2016-05-10