Customer Service Management

Paul M. De Sousa

**** ********** ***** ? DAPHNE, AL 36526

Phone: 440-***-**** ? E-mail: *********@*******.***

Professional Summary

Executive-Level Client Services, Operations and Sales Operations Executive,

leveraging 25+ years global contact center experience (North America,

LATAM, Europe, Asia, Middle East, India) ? Client management SME, driving

revenue growth and competitive advantage ? Operations efficiency

specialist, implementing best practices and improving KPIs ? Skilled

technology analyst, introducing leading-edge solutions ? Articulate

communicator who works well with individuals on all levels ? Top performer

who thrives in a high-expectation, high-stress environment ? Exceptional

leader, skilled at developing high-performance teams

Core Competencies

P&L management ? Sales, Inventory, Operations and Service Planning ?

LEAN/Six Sigma methodologies ? Committed to exceeding customer expectations

? Passionate about leadership by example ? Staff development, training and

mentoring ? Exceptional follow-through and detail orientation ?

Benchmarking and performance metrics ? Business development ? Deep

knowledge of customer acquisition, retention and loyalty programs ?

Workforce management ? Meticulous about quality control ? Vendor management

? High integrity and strong leadership mentality ? Vertical expertise

includes Healthcare, Telecom/Wireless, Insurance, Manufacturing/Building

Products, Venture Capital, Internet, Retail/CPG ? Results-oriented

marketing and consumer experience command ? Project/Change management

process and methodology

Professional Experience

TeleVox Inc.

Mobile, Alabama

JULY 2014 to PRESENT

TeleVox is the leader in Health Industry Notifications, Healthy World

Implementation and patient integration via: interactive phone, SMS, email,

custom web sites email and web based patient portals.

VP, Client Operations is a key member of the Executive Team with over 250

reports and reports directly to the Business Leader. This critical role is

responsible for planning, developing and leading the successful execution

of operations strategies that drive revenue growth through faster client

implementations. Additionally responsible for effective support request

turnaround time and quality, while optimizing the client experience.

o Reduced High Value Client Churn by 25% in 6 Months

o Reduced Client Facing Error by 80%

o Introduced Lean Concepts and Methodology

o Designed and launched Web /Classroom based Education, Development and

Quality Program. 226 Embedded staff measured and trained to gaps. New

Hires being introduced to the business with a high level of job skills

and able to add positively to the culture and client experience.

o 15% Growth in New Client Acquisition - not including business from

trade shows

o 4 direct and 250 indirect reports-Operations/Education Development and

Quality /Technicians/Onboarders/Client Coordinators/Wed Design and

Development/Client Retention

Moen International N. Olmsted, Ohio

APRIL 2010 to JULY 2014

A 1.6B manufacturer of Fixtures/Faucets. The most widely recognized brand

in Bath & Kitchen

Executive Director of Global Customer Services/Consumer Experience - April

2010 - PRESENT

Report directly to President. Responsible for the metric driven leadership

of Moen's service offering, focused on improved "Net-Promoter" Score,

reduced "Cost per Contact," Market and Product Data Collection, Social

Media Administration and low cost Sales Initiatives. Responsibilities of

this position include planning, organization and direction of all Global

Service Operations: Warranty, Administration and Facilities, Compliance, IT

Infrastructure, Finance, Talent Acquisition and Human Resources.

Responsible for deliverables of all support group functions and serve as

the Service Head for all Moen locations.

o Manage a $38MM budget.

o 16 direct and 275 indirect reports in 4 Countries

o Launched Social Media Team in Customer Service - 2011

o Successfully drive a renaissance in performance and cost management.

Reduced cost per contact by 35% while increasing service levels, csat

and sales

o Leading Global "Consumer Experience" Initiative-Understand Consumer

Touch Points & Drive Pull through Consumer Intimacy

o 2012/2013 Smart Business "World Class Customer Service" Award Winner

o Fortune Brands "Presidents Excellence" Award Winner for Fiscal

Excellence- 2011 through 2104

o 2013 "Best in Class Call Center" winner of the international Stevie

Award

Service Operations consulting

July 2009 to April 2010

The Masonite Corporation Tampa, FL

A $2.4B manufacturer of doors, door components, and door entry systems.

Vice President, Global Customer Service Operations -Feb/2008 - July 2009

Report directly to COO. Responsible for reengineering and multi-site

management of 225-seat blended call center service operations including

order management, production planning, inventory management, warehousing

methodology and design, transportation, selling strategy, fulfillment and

customer service/account management.

o P&L responsibility for $35MM.

o Manage 12 direct, 175 indirect, and 50 outsourced reports.

o Marquee clients include ProBuild, Home Depot, Lowes, Blue Links, and

Huttig.

o International experience includes North and South America, Europe,

Middle East, and India.

o Established eCare services including online ordering, FAQs and tech

support; implemented operational metrics, resulting in 30% KPI

increase including first call resolution, fulfillment rates, call

handling efficiency, order accuracy, up-sell, and cross-sell.

o Consolidating 35 North American sites into 4 sites, implementing

technology upgrades and redesign of the sales process (delivering

projected corporate savings of $6.2MM)

o Leveraged current legacy ERP with low-cost front-end software,

increasing order management productivity and accuracy by 10%.

The Johns Manville Corporation Denver, CO

A $3B subsidiary to Warren Buffet's Berkshire Hathaway, producing

commercial and industrial roofing systems, fire-protection systems,

insulation, wall coverings and flooring; operates more than 40 plants in

China, Europe, and North America.

Global Director of Services - Sep/2004 - Dec/2007

Reported directly to President and GM. Business leader for the strategic

vision, design and implementation of a "services" go-to-market strategy;

125-seat blended call center environment, 50 technical field agents.

o P&L responsibility for $45MM.

o Manage 10 direct reports and175 indirect reports.

o Marquee clients included Home Depot, Lowes, BSC, and Menards.

o Go-to-market strategy included sales operations, account management,

staffing, Web service, order management, pricing, UAT, fulfillment,

inventory management, training, Info-Line, A&E support, field/inside

technical support, warranty and claims.

o International responsibilities included LATAM, Europe and Asia.

o Implemented SAP and online ordering.

o Developed operational metrics, improving productivity by 15%, reducing

SG&A by 15%, and increasing order accuracy by 25%.

o Generated $100MM+ inside annual incremental sales; grew accounts

revenues by 10%.

o Consolidated 9 centers into 2, reducing total seats from 144 to 125;

improved productivity by 20% and customer satisfaction scores from 66%

to 89%.

o Drove positive IFO growth by 50% through SKU and customer

rationalization, pricing adherence and realization via a "Pros"

implementation.

The American-Standard Companies Piscataway, NJ

An $11.9B leading global manufacturer of bath, kitchen and HVAC products

serving North America, South and Central America, Europe and Asia,

delivering products to a wide range of customers in both residential and

commercial new construction and replacement/remodeling.

Vice President of Customer Care, The Americas - Apr/2001 - Sep/2004

Reported directly to the President. Multi-site responsibility for 5 in-

house/outsourced service centers (consolidated from 11), including

logistics, supply chain, inbound 800-line telesales, customer care, order

entry, pricing, UAT, literature fulfillment, field inspection, technical

support, Government sales, warranty and claims.

o P&L responsibility for $55MM.

o Managed 12 direct, 250 indirect, and 50 outsourced reports.

o Clients included Home Depot, Lowes, Menards, and 2,000+ 1 & 2-step

distribution partners globally.

o Developed operational metrics, increasing CSAT scores from 75% to 91%;

order accuracy from 96% to 99.8%, and order fulfillment rates from 74%

to 96% on first ship.

o Implemented SAP CRM database and Work Force Automation, reducing costs

by10% ($5.9MM).

o Generated $225MM global embedded revenue.

o Consolidated 11 call centers into 5, reducing seats from 339 to 250,

improving productivity by 35%.

o Restructured Americas Service Operations, increasing SGA productivity

by 25%.

o Responsible for CRM, marketing, SIOP, and operations of a $60MM Latin

American market.

Netgrocer.com N. Brunswick, NJ

A $256MM provider of grocery items; nation's 1st online national grocer,

shipping over 3,500 brand-name frozen, refrigerated and perishable grocery

items to customers in the United States.

Vice President, Service Operations - Jan/1999 - Apr/2001

Reported directly to CEO. Designed and launched national in-

house/outsourced "service offering" as Greenfield project; managed all

performance programs, receiving American Express Excellence Award and

PlanetFeedBack Consumer Recognition Award.

o Designed and implemented employee business performance retention

models.

o Integrated traditional and Internet service-center technologies,

including email response, Web self-service, interactive HELP/FAQ, NLI-

Natural Language Interface and Voice over IP support.

o Implemented ACD, CRM Module, SFA Module, Q/A Reporting Tool, and ERP

integration.

o Developed customer retention strategies.

o Responsible for facilities and vendor management, fulfillment,

procurement and risk management.

o Integrated outsourced order processing and fulfillment.

Verizon Wireless Communications - Formerly Bell Atlantic Mobile

Bedminster, NJ

A $94 billion provider of US telecommunications services, formed in 2000

when Bell Atlantic, one of the Regional Bell Operating Companies, merged

with GTE.

Senior Staff Manager, Customer Service/Consumer Relations - Jan/1995 -

Jan/1999

Reported directly to Executive Director of Customer Service. Responsible

for all aspects of operations of 500-seat call center including client

relationships, QA, staffing, training and compliance for 1.9MM customer

base.

o Piloted the rollout of E-Customer Service and an E-Commerce engine.

o Presented with the JD Powers Award for Customer Service Excellence.

o Developed "National Appeal Program" for customer, government and

agency inquiry

PRIOR POSITIONS HELD

North East Management Company Project Director, Business Development

May/1993 - Jan/1995

Amgro/NCIC Insurance Underwriting Manager, Customer Services

Feb/1991 - May/1993

ITT Customer Service, Corporate Account

Apr/1990 - Feb/1991

Education

KEAN UNIVERSITY, Union, NJ

Bachelor of Arts, Political Science

Professional Development, Notables

o Professional development training includes; Center for Creative

Leadership and Army War College

o LEAN and Six Sigma Green Belt, Certified

o Professional associations include SOCAP, AFSMI, and ICMI

o EvaluServe/Circle of Experts, Member

o Vista Research/Society of Industry Leaders, Member

o Willing to relocate domestically or internationally

o Business travel tolerance 50%

o Speaking engagements include conference presentations (SOCAP, AFSMI,

ICMI) and Customers Meetings

o Marine Captain's License

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