Paul De Sousa

Pioneer
DISC Type : DIS

EX DIRECTOR CUSTOMER SERVICE - ECOMM DTC, OTC, Order Lifecycle, Customer Lifecycle, Sales Support at Primary Arms & Sporting

Kemah, Texas, United States

Overview

Paul De Sousa is a Customer Service Operations Executive who transforms global customer and order lifecycle operations across B2B, B2B2C, and D2C models. He specializes in building scalable ecosystems driven by AI and automation, holding a Bachelors from Kean University and an MLS from Pontifícia Universidade Católica do Rio de Janeiro. Colleagues describe him as a "process driven, " "people-first, " and "extremely effective" leader.

He has unified multiple brands onto a single ERP/CRM stack in just 120 days.

Personality Overview

Driven But Considerate

Friendly But Fast

Dynamic But Sincere

If they are convinced, they can become very strong champions for your product  They combine a unique set of diverse traits where they are fast and friendly but can slow down to be thorough when needed They have the unique ability to win both love and respect from their team (or outsiders)

Topics They Care About

Operational Excellence
Focuses on mapping real workflows, removing friction, and embedding accountability to achieve metrics like 98%+ on-time in-full (OTIF) delivery.
Building Brand Trust
Believes that service and trust, not just product and price, build empires, emphasizing the importance of human interaction in a digital world.
Authentic Leadership
Advocates for leaders who "ride for the brand" rather than the exit, valuing long-term commitment over short-sighted gains.

Media Appearances

Paul has no verified media appearances

Work History

1-2025
EX DIRECTOR CUSTOMER SERVICE - ECOMM DTC, OTC, Order Lifecycle, Customer Lifecycle, Sales Support at Primary Arms & Sporting
1-2023
Vice President Customer Experience, Consumer & Retail/Customer Service Practice at TESTUDO SOLUTIONS LLC
6-2024
Fractional COO (via Testudo Solutions) at Virtual Storefronts by Uspace
1-2018 - 1-2023
VP, Customer & Consumer Service Operations / Shared Services at HELEN OF TROY LTD
7-2014 - 12-2017
Global VP, Customer Service Operations at Red Lion Controls

Education

Bachelor of Arts from Kean University
MLS from Pontifícia Universidade Católica do Rio de Janeiro

More Information

Social Presence :

Prographics :

Exp : 11 Location : Kemah, Texas, United States Job Level : Mid-senior Designation : EX DIRECTOR CUSTOMER SERVICE - ECOMM DTC, OTC, Order Lifecycle, Customer Lifecycle, Sales Support at Primary Arms & Sporting
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Insights For Selling To Paul

During A Call Or A Meeting

DO's

  • Keep your pitch focused on the impact but nurture the relationship too
  • Showcase existing customers and use case-studies to grab their attention
  • Build a trustworthy relationship while keeping the product center-stage

DONT's

  • Don’t be very informal during the early interactions even if they are being so themselves
  • Don’t be too verbose or overly friendly; a little bit, however, is fine
  • Don’t hesitate from asking questions or pushing them, but take a formal approach

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Paul is

  • Nothing less than a strong combination of proof of results, relationship and high levels of professionalism is effective with them.
  • Will you ever get a clear answer from Paul

  • They can say no while staying friendly, but can also be pursuaded to reconsider

Insights For Deal Planning

    How fast (or slow) will Paul move?

  • They are generally fast movers and can take quick decisions
  • Can Paul take some risk or not?

  • They have high risk-appetite but can get ahead of themselves once in a while. Observe carefully

You And Paul

Personality Compatibility


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