Uli Guertin Email & Phone Number

Calgary, Ab, Ca

Calgary, Alberta, Canada

Calgary, Canada Area

Work with diverse stakeholders, including the senior leadership and operations teams, to build and enhance the quality management system (QMS) to ensure project success and client satisfaction. • Improved Senior Leadership Team’s visibility of QMS performance with developed QMS report and scorecard• Established and monitor project key performance indicators• Develop new, and improve existing, National Business Line procedures• Partner with cross-functional stakeholders to conduct audits, resulting in process improvements • Manage QMS internal audit program• Identify and investigate non-conformance, conduct root cause analysis and develop effective action plans• Proactively identify opportunities for improvement and implemented effective solutions• Support National Net Promoter Score (NPS) client satisfaction program by working with senior leadership to ensure low-score results are appropriately addressed• Improved on-boarding and alignment to QMS requirements with creation of knowledge transfer sheets• Facilitate project risk management and lessons learned sessions • Partner with stakeholders to document best practices into standardized procedures• Established QMS orientation training and facilitate the classroom training• Active member of the National Quality Committee and the Major Projects Initiative Team• Created Quality Management (QM) Team pipeline tool to track and monitor progress on QM activities and initiatives

Calgary, Canada Area

• Serve as Project Quality Lead for various projects• Develop and implement Project Quality Plans (PQP) to ensure contract compliance and client satisfaction• Develop and monitor project key performance indicators (KPIs)• Engage stakeholders throughout the entire organization to ensure conformity to the QMS • Strengthen the QMS as the Audit Program Lead• Maintain, update and identify improvements to the QMS• Act as internal safety auditor; conducted 2015 Certificate of Recognition (COR) maintenance audit

Calgary, Canada Area

• Ensured contract deliverables were met on time• Managed seven direct reports, including the Western Portfolio Quality team• Developed Quality-team metrics• Developed service request metric reports for internal monitoring• Initiated high-profile service request reporting to client• Reviewed and updated various Western Portfolio processes and associated documentation

Calgary, Canada Area

• Led continual improvement initiatives of various Accounts Payable processes, resulting in improved processing times• Introduced an internal review of the client contract, which helped to ensure contractual obligations were met and client satisfaction maintained• Developed the Western Portfolio audit plan/schedule and conducted internal ISO audits• Developed and delivered a comprehensive QMS training strategy for the Western Portfolio• Established various processes, including the associated documentation• Identified best practices to be leveraged across the Western Portfolio• As Quality Specialist, supervised Quality Coordinator position

Calgary, Canada Area

• Led, planned and executed internal audits• Facilitated expansion of scope activities (QMS rollout) for teams being brought into the ISO certification• Identified best practices to be leveraged across the organization• Provided training to staff on the QMS, quality management principles and the Audit Tracking System• Developed QMS re-fresher training that was deployed across Canada and the United States• Built relationships with QMS stakeholders, including process owners • Prepared regular status reports on current audit findings for senior management

Calgary, Canada Area

• Evaluated customer service standards through a critical review of the help desk's interaction with its clients• Trained Calgary Centre staff on various corporate tools and the QMS• Successfully managed the training component of a QMS expansion project and acted as a QMS resource to the entire organization• Generated regular reports for leadership on client survey results and Quality Assurance team statistics