Customer Service Manager

Joseph A. Teesdale

**** ********** ******

Mason, OH 45040

508-***-**** (M)

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

SUMMARY

Over 20 years of management experience in multiple disciplines. Currently focused on

Strategic Sourcing across five spend categories. Experience in managing across a multi

business unit environment. Proven success in TCO savings, vendor management,

managing relationships, and improving profit margins. Background includes managing

large and small organizations. Six Sigma trained.

WORK HISTORY

Fidelity Investments 2005-2009

Director, Strategic Sourcing – Covington, KY (2/1/2006- 2/27/2009)

• Developed and executed Category Plans to lead, source and manage $250MM in spend

across a multiple business unit enterprise.

• Delivered $5MM of savings in a 3 year contract through RFP and negotiations with an

outsourced service provider.

• Lead RFP in 2008 that resulted in 23% savings utilizing aggressive bid process and demand

management.

• Led governance and built consensus across multiple business units in support of firm wide

spend of a broad base of commodities. Commodities included, but not limited to, Production Business

Equipment, Transportation/ Logistics, Marketing Communications, Print/Mail, Food Services, Office

Supplies and Records Management.

• Drove vendor management initiatives in establishing firm wide representation with Preferred

Suppliers. Achieved over 80% spend consolidation that resulted in enhanced customer service, cost

savings and risk mitigation.

Director, Production Services – Marlborough, MA (5/10/2005-1/31/2006)

• Led print vendor consolidation effort in reducing supply base from 50+ to 5 core supplier, resulting in reduced cost and improved process efficiency

• Led organization in execution of print management and mail programs across multiple

business practices. Managed both in-sourced and out-sourced service providers.

• Provided leadership to a staff of 3 managers and 25 associates. Led integration to build

multi-practice organization resulting in improved customer service and scalability.

RR Donnelley Financial 1998-2004

Business Development Manager /Major Account Manager – New York, NY

Lancaster, PA - London, England – Luxembourg City, Luxembourg (2000 - 2004)

• Managed all aspects of client relationships for financial services and healthcare accounts

valued at $10MM+. Developed cross sell and up-sell opportunities to grow existing

accounts in print, mail, marketing communications, direct mail, kitting fulfillment,

inventory management and content management software.

• Designed organizational structure and work flow processes for the Sales and Customer

Service delivery of on-line services, composition, print, mail and multi-channel

distribution.

Joseph A. Teesdale Page 2

• International experience includes developing a 5- year business plan for the business

unit’s European Market Entry Strategy. Created $20MM capital and expense model in

support of products and services with potential for $250MM revenue.

• Lead global customer service and operations organization in the delivery of a marketing

communications service. Managed teams in NY, Chicago, Charlotte and London in the

coordination, creation and delivery of multi-versioned marketing communications

distributed into 7 countries in Western Europe. Delivered on time and under budget.

General Manager – Kansas City, MO and Lancaster, PA (4/1/98- 2000)

• Closed sales on two major deals valued at $3 million annually for inventory management,

digital print, pick/pack and kitting fulfillment services.

• Provided matrix management leadership for the sales organization and

implementation teams in delivery of marketing communications services for major

Healthcare and Mutual Fund Services clients.

• Responsible for $20MM revenue and $11.1MM expense budget in 2000.

• Led business unit sourcing project to define business requirements for state of the art

production mail processing equipment valued at $1.5MM. Implemented ahead of

schedule and under budget.

• Provided leadership to a staff of 4 managers and 150 associates

• Implemented Six Sigma data collection methodologies for shop floor continuous

improvements.

Deluxe Corporation 1984-1998

Product Line Manager, Deluxe Direct Response– Lenexa, KS (1993-1998)

• Lead business process re-engineering from point of sale to final delivery of direct mail

fulfillment organization.

• Directed 5 management staff and 125+ employees

• P & L performance management that increased bottom line return from $1 million to

$1.75 million over a two-year period.

• Directed information systems, data processing, customer service, and manufacturing in

delivery of $20 million direct mail product line.

Customer Service Manager, Deluxe Check Printers – Moorestown, NJ (1991-1993)

Operations Manager, Deluxe Check Printers – Moorestown, NJ (1984-1991)

EDUCATION:

B.S., Business Management (Cum Laude)

Rutgers University - School of Business

CERTIFICATIONS:

- Certified Professional Direct Marketer, University of Missouri - Kansas City

Bloch School of Administration

- Certification in Statistical Process Control – University of Tennessee

- Certified Six Sigma Functional Champion, Six Sigma Yellow Belt

PROFESSIONAL ASSOCIATIONS

- NAPM/ISM – Cincinnati, 2006- present

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