Manager Management

William E. Egan

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Bellingham, MA 02019 william-

****@*******.***

SUMMARY

Client Service senior manager with extensive experience in account

management and vendor management environments. Thirteen years of financial

services account management experience focused on delivering organic growth

and customer satisfaction. Skilled at managing sensitive client

relationships, new account development, and business retention

Key Competencies:

. Technology Planning and Implementation

. Quality and Productivity Improvement

. Forecasting, Budgeting and Cost Control

. Negotiations

. New Business Development

. Organizational Leadership, Team Building, Coaching

. Vendor management

. Account Management

. Lean manufacturing

EXPERIENCE

Fiserv, Franklin, MA 2005 - - Present

Director, Client Services

Manage strategic client relationships, develop business strategy, and

control the delivery of Fiserv's suite of personalized communication

services.

. Responsible for the retention and growth of Fiserv's largest Financial

Service clients, with a combined portfolio of over $18 million.

. Accountable for building and maintaining strong relationships with

clients and internal service partners.

. Consistently delivered superior quality and timeliness resulting in an

annual customer satisfaction rating of 99.9%

. Implemented a strategic business plan to target organic growth within the

Putnam Investment and Mercer accounts resulting in over $1.2 million in

new business revenue for 2008-2009

. Lead a multidisciplinary team providing oversight and coordination across

lines of business for new client initiatives, business proposals,

contract administration, Information Technology prioritization, and

client issue resolution.

. Directed a project management team of three individuals responsible for

defining new projects, setting project goals, timelines, and manpower

requirements.

. Selected as a key member of the senior leadership team responsible for

client satisfaction, business profitability, product distribution, and

change management.

Putnam Investments, Franklin, MA 1997 -2005

Assistant Vice President, Client Services and Output Quality Control (2002-

2005)

Manage a team of Client Service Representatives specializing in customer

communications throughout the production, print, and distribution phases.

. Developed and enhanced client relationships by organizing partnerships

and creating joint ventures

. Delivered ongoing communications such as monthly report cards, client

satisfaction surveys, and kickoff meetings as a way of building strong

ongoing business relationships.

. Led a multi-faceted client service organization providing a wide range

of information delivery services to the firm such as Print / Mail,

Offset Printing, Fulfillment, Custom Mailings, and Inventory

Management.

. Monitored client satisfaction and recommended appropriate strategies,

tactics, and operational initiatives to continuously foster a quality

improvement mindset.

. Managed multi-year contracts with DST Output, Transcontinental,

Unisource, UPS, and ADP.

Client Service Manager (2000- 2002)

Managed a team of 20 individuals located across two sites serving five

distinct lines of business.

. Credited with creating a Customer Satisfaction driven culture within

the organization advancing the creation, management and production of

high-volume transactional documents and client communications.

. Realigned staff in response to trends, selected areas of focus, and

new opportunities.

. Provided regulatory, operational expertise and leadership to clients.

Senior Project Analyst (1998-2000)

Project Analyst (1997-1998)

Clean Harbors, Braintree, MA 1995-1997

Logistics Manager

Direct the movement of hazardous waste to disposal and remediation sites

nationwide.

. Responsible for the clear understanding of client requirements and the

associated cost environment.

. Managed three managers and thirty department personnel directing a

fleet of van, bulk, and dump resources nationwide.

. Negotiated contracts based on pricing, equipment, and service

requirements.

. Prepared and delivered monthly reports on revenue, equipment

utilization, compliance, and cost.

PROFESSIONAL AWARDS

. 2003 Putnam Investments Leadership Award Winner

EDUCATION

. Bachelor of Arts, Framingham State College, Framingham, MA

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