Our team
Founded in 1996, Services Triad is a consulting firm specializing in strategic support and research related to management, operational processes, and customer contact center technology.
Josée Bourdages
President
Josée Bourdages
President
Josée Bourdages is a pioneer in customer experience, with over 30 years of experience in the telecommunications, public transit, and retail industries.
Her diverse background in contact centers, information technology, retail management, merchandising, project management, communications, and process optimization is leveraged to support the clients of Services Triad.
She served for many years as Vice President of Customer Service at Rogers, overseeing support for the Fido, Chatr, and Cityfone brands. A strategic leader with responsibility for large-scale teams and operations, her expertise is well recognized in the customer experience field.
To ensure exceptional service quality in the world of customer contact centers, she has built a diverse support team with a wide range of specializations. This collective expertise enables Services Triad to power future projects and research initiatives.
Jean-François Lacasse
Vice-president, Business Development and Strategy
Jean-François Lacasse
Vice-President , Business Development and Strategy
Jean-François Lacasse brings extensive experience spanning business development, sales team management, marketing, and operations.
Through these roles, he has managed several customer contact centers in the optical industry across Canada. He also has strong hands-on experience throughout North America.
With over 30 years of experience in both manufacturing and retail, across the pharmaceutical, optical, and design industries, he adds valuable expertise to Services Triad.
Jean-François has held executive and management positions in several major companies and multinationals operating in advanced technology and highly regulated sectors. This experience, combined with the existing expertise of Services Triad, enables a deep understanding of the challenges faced by both small and large organizations.
Elise Aubin
Customer Service Operations Advisor
Élise Aubin
Service Operations Advisor
Élise holds a degree in Hospitality Management from UQAM. She is a young professional with over 15 years of experience in the customer service industry. She has extensive experience in human resources management, operations management, and project management.
Recognized for her leadership and innovative approach, she excels in process optimization and improving customer satisfaction. Élise stands out for her ability to lead multi-level teams and manage complex projects, such as restaurant openings and event management, while maintaining exemplary customer focus.
Specializing in the hospitality and restaurant industries, Élise brings her expertise to the company to optimize service processes for contact centers. Always up-to-date with the latest practices and technologies, Élise is determined to continue developing her skills and contributing to organizations striving for excellence in customer service and operations management.
Collaborators & Partners
Pierre-Marc Jasmin
Strategic
Advisor
Pierre-Marc Jasmin
Strategic Advisor
Pierre Marc Jasmin is a recognized customer relations expert with more than thirty-five years of experience. In 1996, he founded the firm Services Triad, which he led until 2018 before handing it over to Josée Bordages. In 2000, he launched the first Club Benchmark study, comparing customer contact center management practices in Canada and Europe. The following year, he published through Transcontinental Publishing the first Quebec book dedicated to customer contact center management, accompanied by a bilingual English-French glossary. In 2012, he created communities of practice enabling managers to discuss benchmark results and share continuous improvement approaches.
Fully bilingual, Jasmin has strong expertise in operational diagnostics, business analysis, benchmarking, and training in sales and service. His mandates have covered various public and private sectors, including finance, insurance, information technologies, and consumer products.
His analytical skills and research enable him to develop solution pathways tailored to the specific needs of clients. A talented facilitator, he has led focus groups and conducted professional development sessions. As a speaker, he has distinguished himself at numerous symposiums in Canada, the United States, and Europe.
Han-Lim Fournier
Strategic
Advisor
Han-Lim Fournier
Strategic Advisor
Leader in operations with over 20 years of experience in organizational growth, operational excellence, and the development of high-performing teams, particularly within the contact center industry. My career has been shaped by contributions to operational expansion, support team performance, and strong cross-departmental collaboration.
Susan Morales
Human & Leadership Development Advisor
Susan Morales
Human & Leadership Development Advisor
With over 20 years of management experience and 6 years at Services Triad, I support leaders and teams in developing their skills in communication, coaching, and human-centered leadership.
Trained in the ICF coaching approach, I had the opportunity to coach hundreds of managers across all departments of a large national organization for five years, applying the principles of professional coaching and neuroleadership in practice. This role allowed me to support leaders’ growth, observe their practices, provide targeted feedback, and help strengthen a sustainable coaching culture.
In parallel, I have 16 years of experience as a professional makeup artist in the artistic and television fields. This practice taught me to see the human being in all their depth — authenticity, confidence, presence — and it now enriches the way I coach.
My approach: reveal potential, strengthen presence, and cultivate human and inspiring leadership.
The art of leadership, putting people at the heart, transformation as a mission.
Kamal Burale
Strategic Transformation Advisor (Expert in Digital Channel Management)
Kamal Burale
Strategic Transformation Advisor (Expert in Digital Channel Management)
Dynamic transformation leader with 18+ years elevating brands, customer experience, and operations across global markets. I turn strategy into action—leading high-performing teams, delivering multimillion-dollar projects, and building collaborative cultures that thrive. Rooted in integrity, inclusivity, and social impact, I champion technology, growth, and education initiatives that create lasting change. Let’s connect to accelerate bold ideas and generate meaningful results.
Christophe Chebac
Coach 360
With 35 years of experience managing multicultural and cross-functional teams (Finance, Sales, HR, General Management in a multinational, global industry leader), a former reserve officer, and a proud father of two grown daughters, I am also an avid triathlete and marathoner. Today, I dedicate 100% of my professional activity to supporting entrepreneurs and their teams.
Helping them tackle their professional challenges while strengthening their personal balance is the purpose of my work. To achieve this, I have developed and tested my STEP360 method, which consists of four clearly defined phases, allowing the coachee to track their progress toward their goals.
If you want to accelerate your high-stakes projects, contact me for an introductory session. I would be delighted to meet you and share my approach.