Proven Service Operations Leader -
Resume:
PAUL M. DE SOUSA
Parker, CO 80138
*********@*******.***
PROFESSIONAL SUMMARY
Executive-Level Client Services, Operations and Sales Operations Executive leveraging 17+ 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 ♦ 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 Telecom/Wireless, Insurance, Building Products, Venture Capital, Internet, Retail/CPG ♦ Results-oriented marketing
PROFESSIONAL EXPERIENCE
THE MASONITE CORPORATION Tampa, FL
A $2.4B manufacturer of doors, door components, and door entry systems, serving the new construction and remodeling markets nationwide.
Vice President, Global Service Operations –Feb/2008 – Present
Report directly to COO. Responsible for reengineering and multi-site management of 225-seat blended service operations organization; including order management, production planning, inventory management, warehousing methodology and design, transportation, selling strategy, fulfillment and customer service/account management.
• P&L responsibility for $35MM.
• Manage 12 direct, 175 indirect, and 50 outsourced reports.
• Marquee clients include ProBuild, Home Depot, Lowes, Blue Links, and Huttig.
• International experience includes North and South America, Europe, Middle East, and India.
• 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.
• Consolidating 35 North American sites into 4 sites, implementing technology upgrades and redesign of the sales process (delivering projected corporate savings of $6.2MM)
• 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.
• P&L responsibility for $45MM.
• Manage 10 direct reports and175 indirect reports.
• Marquee clients included Home Depot, Lowes, BSC, and Menards.
• 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.
• International responsibilities included LATAM, Europe and Asia.
• Implemented SAP and online ordering.
• Developed operational metrics, improving productivity by 15%, reducing SG&A by 15%, and increasing order accuracy by 25%.
• Generated $100MM+ inside annual incremental sales; grew accounts revenues by 10%.
• Consolidated 9 centers into 2, reducing total seats from 144 to 125; improved productivity by 20% and customer satisfaction scores from 66% to 89%.
• 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 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.
• P&L responsibility for $55MM.
• Managed 12 direct, 250 indirect, and 50 outsourced reports.
• Clients included Home Depot, Lowes, Menards, and 2,000+ 1 & 2-step distribution partners globally.
• 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.
• Implemented SAP CRM database and Work Force Automation, reducing costs by10% ($5.9MM).
• Generated $225MM global embedded revenue.
• Consolidated 11 call centers into 5, reducing seats from 339 to 250, improving productivity by 35%.
• Restructured Americas Service Operations, increasing SGA productivity by 25%.
• 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.
• Designed and implemented employee business performance retention models.
• 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.
• Implemented ACD, CRM Module, SFA Module, Q/A Reporting Tool, and ERP integration.
• Developed customer retention strategies.
• Responsible for facilities and vendor management, fulfillment, procurement and risk management.
• 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.
• Piloted the rollout of E-Customer Service and an E-Commerce engine.
• Presented with the JD Powers Award for Customer Service Excellence.
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
• Working Knowledge of SAP, AS 400, Eclipse, CMIS, VISION, PROS, CRM, SalesForce.com, PROS, VOIP, CMS, ASPECT, Nortel, Avaya, Cisco, WITNESS, Blue Pumpkin, Kronos and Portage.
• Lead design and RFP for multiple technology custom designs and out of the box upgrades
• Professional development training includes Leadership Training, Center for Creative Leadership, Development Workshop, and Army War College
• Six Sigma Green Belt, Certified
• Professional associations include SOCAP, AFSMI, and ICMI
• EvaluServe/Circle of Experts, Member
• Vista Research/Society of Industry Leaders, Member
• Outsourcing Experience – Vendor and Customer
• Business leader for Johns Manville’s 2005 & 2006 Global Employee Engagement Survey (An OPINIONS Inc. Collaboration)
• Willing to relocate domestically or internationally
• Business travel tolerance 50%
• Speaking engagements include annual association and conference presentations (SOCAP, AFSMI, ICMI) and Customers’ Annual Meetings
• Marine Captain’s License
• Classic Car Buff – Restored over 10 Classic American Automobiles – 1929 to 1972
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