Johnson Monteiro Email & Phone Number

London, England, United Kingdom

London, England, United Kingdom

• Implemented and completed the Completion process of 40+ Tier 1 contracts (Project value: £19bn)
• Improved the ‘Document Quality’ of Tier 1 contracts by conducting Internal audits, non-conformances analyses and by implementing CAPA (Corrective Action Preventive Action)
• Managed 2 Direct Reports (Completion Leads) and collaborated with the various project teams (Head Office, Project Managers, Site personnel etc.) for meeting the Completion milestones
• Implemented Change Control for reviewing and updating the operational procedures and ensured compliance
• Published the weekly and periodic performance metrics reports (including the Trend analysis)
• Internal career growth: Joined as Document and Data Compliance Officer (March 2016), joined the Completion team as Assistant Completion Manager (August 2018); promoted to Deputy Completion Manager (October 2021)

London, England, United Kingdom

• Conducted ‘Document Quality and Control’ internal compliance audits of Crossrail’s 18+ Tier 1 contracts
• Analysed non-conformances, performed Root Cause Analysis (RCA), shared the risks / improvement areas with Senior Management, and followed up with contractors to close the non-conformances
• Compiled accurate Key Performance Indicator (KPI) metrics and published Trend reports to the Management
• Worked collaboratively with contractors for ensuring compliance against the ISO 9001 requirements and Crossrail’s quality, legal, security, and assurance requirements
• Implemented Change Control for ensuring that all Crossrail documents are compliant and effective

Bangalore, India

• Led the ISO 9001 Internal audits across multiple projects in accordance with the Annual Audit plan; supported the external ISO 9001 Certification / Surveillance Audits
• Compiled the Audit evidence, tracked and closed the non-conformances (NCs) on timely basis; the NCs were analysed and the process improvement areas were shared across the projects (180+ staff) for QMS compliance
• Managed 6 Direct Reports, maintained the QMS procedures (Change Management), provided QMS training
• Improved Customer Satisfaction scores (achieved 93% as against the 90% target) through Root Cause Analysis (RCA) and process improvement initiatives (CAPA)
• Published Management reports and KPI metrics, recruited and trained the team members
• Handled additional responsibilities: Client on-boarding, Contracts review, Business Analysis, Information management, ISO 27001 (Information Security) implementation, and Employee engagement

Mumbai, India

• Provided Technical Support for Fortune 100/500 international clients (via Phone, Email and Chat services)
• Managed 5 Direct Reports and was responsible for driving the QMS adherence across the project (150+ staff)
• Achieved 100% completion of the Quality sampling plans (Transaction monitoring) every month
• Improved the Customer Support experience - tracked complaints, performed Root Cause Analysis (RCA), applied Corrective and Preventive Actions (CAPA), and shared the training needs analysis (TNA) with the clients
• Carried out ISO 27001 compliance checks for ensuring the security of customers’ as well as the project data
• Participated in the Client-Vendor calibration calls; conducted Team Gauge R&R calibration

Goa, India

• Assembled desktop Personal Computers (PCs)
• Installed Operating Systems and Applications
• Tested and diagnosed PCs (Quality Check / Debugging)
• Internal career growth: Joined as Trainee Engineer (July 2001); promoted to Junior Engineer (July 2002)