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William D. Saums Donna M. Byers Brian M. Gillespie Tom Wallace Gloria Kurant

Consultant Profiles William D. Saums President Since founding Centech Solutions in 1994, Bill Saums has led call center consulting projects for firms ranging from Fortune 500 companies to Internet startups. These projects include contact center implementation, operations reviews, technology upgrades, performance and productivity improvement programs and project management. His international call center experience includes contact centers in Germany, France, England, Italy, Japan, Puerto Rico and Barbados. Centech operates a call center in Providence, Rhode Island providing call center services for its clients. Before founding Centech Solutions, Bill was International Sales Director for AT&T American Transtech in Jacksonville, Florida, now part of Convergys Corporation. He helped develop the sales strategy for Transtech's international direct marketing operations in Europe, transforming American Transtech into a global leader in international direct marketing services. He managed outsourcing programs for firms such as Pitney Bowes, GE, Perrier, Reebok, UPS, and United Van Lines. Earlier in his career with AT&T Consumer Markets, Mr. Saums helped build and manage a 300 position call center, also managing national call center systems for that organization. Mr. Saums earned a Bachelor of Science degree from Cornell University, a Masters degree in Business Administration from Northeastern University and he certified with the Wharton School's Executive Training Program. He has lectured at the University of Rhode Island, the Massachusetts Bankers Association, the Bank Administration Institute, the International Quality and Productivity Center and the American Management Association. The International Customer Service Association has published his work on outsourcing. He has also served his community during the past 5 years working as a mentor with at-risk teenage boys.

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