Shaun Ray DeSouza
Glendale
Summary
Recognized for enhancing customer satisfaction and driving new client acquisition through strategic initiatives. Expertise in operational improvement, effective communication, and team leadership fosters a collaborative environment that ensures seamless project execution.
Overview
22
22
years of professional experience
Work History
Sr. Customer Service Rep
Bucks4Strips Inc
Glendale
12.2016 - 09.2025
- Initiated monthly growth of new customer base.
- Managed 120 incoming and outgoing calls daily.
- Coordinated development of structured workflow to improve efficiency.
- Demonstrated the ability to create a computer network, POS system and all procedural documents.
- Configured a database for over 1,000 customers and provided assistance during the implementation.
Regional Sales Account Manager
Life-Flo Health Care Products
Phoenix
01.2006 - 12.2016
- Established connections with potential clients, expanding customer base by providing product samples for evaluation.
- Executed weekly cold calls to health food stores to evaluate interest in new and existing products.
- Conducted callbacks, email retrievals, and resolved customer complaints within 24 hours to enhance client satisfaction.
- Applied skills in Microsoft Office Suite to support daily operations.
Sales Team Leader
Impulse Response Group
Phoenix
01.2004 - 01.2006
- Identified client buying signals and developed strategies to effectively upsell products.
- Implemented improved selling techniques to enhance revenue generation and achieve sales targets.
- Provided histogram and visual sales goals and metrics for team members via Excel and Microsoft.
- Provided management team with analysis of strengths and weaknesses to enhance revenue-driving strategies.
- Developed specialized documents to secure required signatures promptly.
Education
Master of Business Administration (MBA) - Business Administration
Northern Arizona University
Flagstaff, AZBA Technology Management -
Northern Arizona University
Flagstaff, AZAssociate degree - Linux
Estrella Mountain Community College
Avondale, AZAssociate in arts - Computer Science
Broward Community College
Hollywood, FLSkills
- Customer support
- Customer relationship management
- Account management
- CRM software
- Call center experience
- Live chat support
- De-escalation techniques
- Problem resolution
- Problem-solving
- Team leadership
- Team monitoring
- Staff training
- Team collaboration
- Conflict management
- Effective communication
- Time management
- Microsoft Office Suite
- Relationship building
Accomplishments
- Top Performer within Impulse Response
Group Q1-Q4 85% closings.
Timeline
Sr. Customer Service Rep
Bucks4Strips Inc
12.2016 - 09.2025
Regional Sales Account Manager
Life-Flo Health Care Products
01.2006 - 12.2016
Sales Team Leader
Impulse Response Group
01.2004 - 01.2006
Master of Business Administration (MBA) - Business Administration
Northern Arizona University
BA Technology Management -
Northern Arizona University
Associate degree - Linux
Estrella Mountain Community College
Associate in arts - Computer Science
Broward Community College