Sylvain Jette
AVP, Service Excellence @Geotab
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WORK HISTORY
AVP, Service Excellence @Geotab
Calgary, AB, CA
Job Summary: The Associate Vice President, Service Excellence, manages specialty support teams across several skill sets and collaborates with internal stakeholders, partner, customers, and global stakeholders to develop and execute strategic and creative solutions, providing ongoing counsel while working with senior leadership teams to solve complex problems while enabling new business growth globally. This role is the cornerstone of Geotab’s escalation and problem resolution management functions, playing a key role in long term customer retention. The complexity and interconnectivity of Geotab’s various technical functions with our partners and the importance of this work is the reason this role exists. Duties and Responsibilities: Responsible for Partner engagement as it relates to Support Operations and has direct ownership for partner/customer escalations globally and their resolution Manage Global Partners/Customers escalations and coordinate resolution efforts with key stakeholders by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled. Manage and create high visibility to leadership of escalated cases for Mission Critical Global Services at Geotab. Make business decisions that are financially responsible, accountable, justifiable, and defensible in accordance with organization policies and procedures. Ensure partners and global customers realize maximum value from Geotab’s products and solution and positive ROI. Provide oversight on reducing reseller churn rates and driving upgrades to our Support Services product. Provide expert project leadership and guidance to the team as the lead SME for Geotab Support Operations. Partner with the VP of Support Operations to ensure that the experience is consistent among all audiences and with the global stakeholders at Geotab to ensure their partner and Support Experience meets and exceeds regional needs. Support Geotab global strategic initiatives.
EDUCATION
Cegep St-Laurent
Associate's Degree, Business Administration and Management, General
SKILLS
ABOUT SYLVAIN JETTE
I’m an accomplished bilingual professional bringing over several years of experience within the Aerospace, Title Insurance (Financial), Telematics, Fleet and Information Technology Industries. 20 years working in a call center, Information Technology, Business Service Desk and Engineering Support And Product Support Helpdesk from a global perspective. 16 of these years I held a management position. I am currently managing a large group of Engineers who provide tier 3 support to all Geotab\'s resellers from various part of the world.I have managed the following teams; Information Technology Service Desk Level 1, 2, 3, National Call Centre within the Information Technology, Fleet, Telematics and Title Insurance industry and a Business Analyst group within the Title Insurance Industry.I am the recipient of several Awards of Excellence for outstanding customer service in 2004, 20••••07 & and received Leadership Award of Excellence for outstanding performance as a manager in 2011. I am a Six Sigma Green Belt and ITIL certified.I have accumulated strong leadership, interpersonal and communication skills. My top strengths are relationship management, coaching, problem resolution and a strong focus and reputation in delivering a high level of client service to both internal and external clients.I offer a solid knowledge of wealth management policies and procedures at the corporate level. Ability to work with various business teams to ensure efficiencies and reduce bottlenecks within various processes.Aside from leading the Information Technology, Engineering Support, Product Support Helpdesk & Call Centre teams, I’m able to personally address critical support issues and incidents that might arise from time to time. Over the years I’ve worked with Senior and Executive Management and Business Leaders throughout many organizations
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