BIO

Paul M. De Sousa, Customer Service Operations Executive 


Areas of Expertise:

Paul is a personable, take-charge Fortune 100 client services/operations management leader who delivers uncommon outcomes and unprecedented results.  He has led the design and implementation of breakthrough customer service offerings in multiple industries, transforming underperforming global teams into customer service champions.  As an enterprise change agent, Paul builds and manages success-oriented, “can-do” organizations.  He has demonstrated enviable success in internal and BPO environments, turning cost centers into revenue producers.  His 20+ years of leadership experience has included process reengineering, change management, go-to-market strategies, brand strengthening, customer advocacy, sustainable revenue, CRM technologies, and strategic business analysis. 

Professional Career:  

Reporting to the C-Suite, Mr. De Sousa has been a key driver in multiple large organizations, including; Moen International, The Masonite Corporation, The Johns Manville Corporation, The American Standard Companies, and Verizon.  He is passionate about excellence and has played major roles in designing and delivering elegant, practical customer solutions.  He is skilled in developing talent and potential; empowering organizations to achieve ambitious goals.  His proven keys to success include a commitment to excellence, a high level of integrity, and a strong work ethic.    

Education/Certification: 

Originally from New Jersey, Mr. De Sousa holds a Bachelor of Science degree in Political Science from Kean University, and is a graduate of the Center for Creative Leadership.  He has also completed advanced studies at the U.S. Army War College.  He is LEAN/Six Sigma Green Belt and Agile certified.  His varied talents have also led him to hold a Marine Captain’s License. Paul has been strongly influenced by the writings of Robert Greenleaf on the power and personal reward of Servant Leadership, reflected in his agreement with his belief that great execution comes through earned followership. Greenleaf states “The servant-leader is servant first, it begins with a natural feeling that one wants to serve, to serve first, as opposed to, wanting power, influence, fame, or wealth.”   

Professional Associations/Affiliations:  

SOCAP, AFSMI, and ICMI.  EvaluServe/Circle of Experts member. Vista Research/Society of Industry Leaders member. Publications/Presentations:  A much sought-after speaker, Mr. De Sousa, has delivered many conference keynote addresses (SOCAP, AFSMI, ICMI) and customer meeting presentations.  He has also ably filled US Constitution-themed speaking engagements.    

Awards

Won Smart Business “World Class Customer Service Award” (2012-2013).  Earned Fortune Brands “President’s Excellence Award” for Fiscal Excellence (2011-2014).  Won “International Stevie Award” for Best-in-Class Call Center (2013).

My Mantra:

Price and product are fleeting advantages. Service is the only sustainable differentiator that builds brand and ensures long term profitability. A True Service Offering is one where the customer finds value, where the customer gains the tools and experience to be an advocate, where the effort of doing business is minimal. It is a measurable engineered process, based in proven methodologies, aligned with a trained, supported engaged workforce. This is my passion and my career's chosen study.