Leadership Team Bios

2018 SQD Leadership

A division board of service professionals leads the Service Quality Division from many different industries. We volunteer our time and energy to create and sustain division benefits and services that will help our members to attain excellence in service quality. We invite you to join us.

Elected Officers

Polly LeBarron


Polly LeBarron is a senior member of ASQ and currently holds the position of Chair of the Service Quality Division for the 2018-2019 term. Polly’s previous roles within the division were as Publications Coordinator and part of the conference planning team. In her day job, Polly is a Client Officer at National Quality Review (NQR) with senior leadership and relationship management responsibilities. She is a senior leader in
NQR’s Correspondence, Processing Operations, and Customer Satisfaction research services, and also serves as a principal consultant for NQR Institute. Polly joined NQR in 1995 and provides expertise in operations, shareholder communications, compliance, data management, and insight into industry objectives in supporting NQR’s clients. Polly received a B.A. in Political Economy from Williams College. She earned a Six
Sigma Black Belt from the University of Michigan and also holds ASQ’s CQA and CQIA certifications.

      Rob Houle

      Chair Elect

      Rob’s pic and bio are to come, but until then…  Rob’s been a part of the Service Quality Division for many years.  His claim to fame is that he’s held every elected officer position (and has the name badges to prove it).  In fact, he’s enjoyed it so much, he’s decided to cycle back through one more time, taking on the role of Chair Elect yet again.

        Leia Patzernuk

        Past Chair

        Leia Patzernuk is a senior member of ASQ, and currently holds the position of Past Chair for the Service Quality Division for the 2018-2019 term. She has been actively involved in the Division since 2009, holding a variety of positions, including Awards Chair, Internet Coordinator, and Secretary before taking on the Chair role.

        Outside of the Division, Leia is a Transformational Specialist for the Hamilton Health Sciences – HITS eHealth Office, where she oversees a team of change management specialists, supporting the implementation of eHealth solutions. Prior to this, Leia worked for Maritz Canada for almost 20 years in various senior leadership positions. She is an experienced change agent having led corporate and cross-functional business improvement change management initiatives during her time at Maritz. Leia’s educational background includes a Master of Business Administration degree from Athabasca University, holds both ASQ CMQ/OE and Certified Change Management Professional designations.

          Jan Peace


          Jan Peace is a Senior member of ASQ and currently holds the position of Treasurer for the Service Quality Division for the 2018-2019 term.  Jan joined the Division in 2004.  She has held several positions in the Division including Chair, Chair-Elect, Past Chair, Secretary, SQD Conference Co-Chair, Awards Chair, and Nominating Chair.  In her professional life, Jan was previously the Senior Director of the Quality, Performance, & Risk Management department at CONEXIS.  She was specifically hired in 2004 to create and develop a quality assurance and performance management team that would audit and measure performance for key metrics and service level agreements. She created a team to begin monitoring internal controls and assess the risk associated with those controls.  She also previously worked with a contractor and the Department of Homeland Security in CIS where she managed a team of Quality Assurance Analyst performing process audits at various offices across the nation for quality performance.

          She attended the University of Texas in Arlington, TX; holds a CQIA, Lean Six Sigma Green Belt, and Internal Auditing in ISO 9000-2001 certificate.  She is trained in a variety of disciplines such as risk management, project management, ITIL, and customer service.

            Terri Nokleby


            Terri Nokleby has been an active member of ASQ since 2015 and currently holds the position of Secretary for the Service Quality Division 2018-2019 term.  Terri works with Cargill, a privately held company headquartered outside of Minneapolis, MN. that employs 150,000 employees & provides food, agriculture, financial, industrial products and services in 70 countries.  Her career at Cargill spans over 20 years and includes global positions in Information Technology (IT) management, Enterprise Architecture, Internal Audit, and IT Quality. Terri holds a Bachelor of Arts degree in Communication from the University of MN as well as various technical certificates.

              Committee Chairs


                Ryan Politis

                Marketing Chair

                Ryan joined the Service Quality Division in 2017, after being recruited by Daniel Fishman.  Since then, Ryan has taken on the role of Marketing Chair, and is working behind the scenes to find ways to actively promote and market the Division.  We are excited to have Ryan on board, and are looking forward to the contributions he will be making.

                    Therese Steiner

                    Publications Coordinator

                    Therese Steiner is a Senior member of ASQ and an ASQ Certified Six Sigma Black Belt.  Therese is currently Director of Operational Effectiveness & Customer Experience at LexisNexis, where she has worked for 18 years in roles related to Customer Support and Experience, Business Analytics, Continuous Improvement, and Operational Effectiveness.  She holds a Juris Doctorate from the University of Dayton and is a certified ICMI Strategic Leader, COPC Registered Coordinator, and CXPA Certified Customer Experience Professional (CCXP).  In addition to being the Publications Coordinator for the Service Quality Division, Therese also serves as Chair for the Dayton, OH Section.

                        Daniel Fishman

                        Education Chair & Membership Chair

                        Daniel Fishman  joined the Service Quality Division in May 2017.  Initially starting off as the Education Chair, he has been focused on developing education offerings of benefit to our members.  Since he had developed such a great plan, we felt he needed a bit more of a challenge (and lucky for us he accepted).  In 2018, Dan also took on the position of Membership Chair, and is working hard to develop strategies that will further engage our membership.  This is why we’ll forgive him for not yet submitting his bio.  Hopefully a better one will be available soon…

                            Blake Marino

                            VOC Chair

                            Blake Marino recently joined our team as the new VOC (Voice of the Customer) Chair.  His bio should be available shortly.

                                Alan Bruno

                                Audit Chair

                                Alan has been with the Service Quality Division for many years, holding many different positions.  For the past number of these, Alan has held the role of Treasurer.  He has since transitioned to our Audit Chair, supporting the Audit Team fully, while ensuring that the Division remains compliant with the financial requirements outlined by ASQ.

                                    Webinar Coordinator

                                    Training Webinar Chair

                                    We are currently recruiting for a Webinar Coordinator, to support the creation of our educational webinars. If you are interested, or know someone who is interested, please visit our Volunteer Opportunities page.

                                        Colleen Bolton

                                        Special Projects

                                        Colleen is the master of our special projects, and a jack of all trades.  She has been instrumental in helping with our conferences, and has provided thought leadership with our Educational Events.  Her can-do attitude, perseverance, and patience is truly remarkable.  We are lucky to have her her as part of our team, and are always excited when she agrees to help us with the next big opportunity!

                                            Keith Joy

                                            Volunteer Coordinator

                                            Keith has been instrumental in building the Service Quality Division leadership team for many years.  Sadly, we haven’t been able to post a picture yet, as he’s too sharp of a dresser, and would put the rest of us to shame.  I would encourage you to reach out to him though.  Five minutes chatting with him and your hooked.

                                              Zubair Anwar

                                              SQBoK Chair

                                              Zubair Anwar is senior management professional. He has more than 20 years of excellent performance in heading and providing business solutions by way of Technological/Operational/Strategic Management, Program/Project Management and Business Process Re-engineering. He is an ASQ Certified Manager of Quality and Organizational Excellence (CMQ/OE), Certified Six Sigma Green Belt (CSSGB) and Certified Six Sigma Black Belt (CSSBB). He holds a BS Degree in Electrical Engineering and MS in Engineering Management and has completed postgrad courses from renowned US universities. He has extensive experience in Strategy Formulation/Implementation, CAPEX/OPEX and general management in service sector. He has versatile experience in implementation of Six Sigma & Quality Systems in big organizations. He has participated as Steering Committee Leader/Member, Taskforce Leader/Member, Team Leader/Member for various initiatives for improvement of cross functional processes, benchmarking and Business Continuity and Disaster Recovery within organization. Numerous professional and technical training attended and imparted in various parts of the world. He has several international publications. He contributed to “The Sage Encyclopedia of Quality and Service Economy”. He is co-author of “The Certified Supplier Quality Professional – Handbook”, and “The ASQ Supply Chain Management Primer”. In 2016, Zubair also contributed to 7th Edition of “Juran’s Quality Handbook”.

                                              Zubair Anwar has received numerous commendations and appreciations from top management of organizations served. He is associated with various International professional Organizations including ASQ and IEEE as senior member. He is Chair BOK Service Quality Division at American Society for Quality. He has worked on various corporate initiatives with International Consultants such as Mckinsey, BCG, Booze & Company, Ernst & Young, AT Kearney, Detecon International. He is an adjunct Faculty Member and Guest Speaker in top universities and organizations.

                                                Holly Mensen

                                                SQD Scholarship Chair and SQD Awards Chair

                                                Holly Mensen serves as both our SQD Scholarship Chair and SQD Awards Chair.  Holly has been an active member of SQD for 10 years and received the SQD Outstanding Service Award in 2012.  Holly began working in quality in 2004 and became an ASQ Certified Quality Auditor in 2009.  Holly has a BA in Human Communications from Abilene Christian University in Texas and an MS in Human Resource Management from Troy University in Alabama.  Holly works in the defense industry and currently works for Odyssey Systems Inc.  She has four children, three dogs, and loves the outdoors.  If you have any questions regarding scholarships or awards offered by SQD, Holly will be more than happy to help and can be reached at chmensen@gmail.com.