About the Author

Ed Fullman is the managing partner of Adam Smith Consulting a management consulting firm focused on supporting large corporations develop transformative strategies to drive optimum performance, providing trusted advise on execution, and supporting management on the journey as they adapt to changing conditions. You can read more about Adam Smith Consulting.

Ed has experience in a variety of roles including: Business Development, Technology Development and Operations, Customer Service and Network Operations, Strategy, Product Management and Development, as well as Corporate Leadership and Development. Approximately one third of his career was been spent as an entrepreneur with smaller organizations, a third as an executive of large consulting and outsourcing firms, and a third as an executive for the largest US Telecom companies.

His work experience spans almost 3 decades beginning in 1981 including:

• Partner at Accenture – As a partner for consulting and later the outsourcing division Ed drove sales, strategies, and operational improvements. He was one of the partners that developed Accenture’s Customer Care BPO business that outsourced call center operations onshore and offshore. He was also responsible for developing a comprehensive transformative strategy to improve performance and productivity throughout Accenture’s outsourcing business including the deployment of new IP contact center infrastructure and IP Telephony for Accenture. In other roles at Accenture he led portions of one of the largest Telecom mergers in United States, as well as portions of the operations for some of Accenture’s largest outsourcing projects.
• Founder at Integy Software – As the founder Ed  financed, acted as the President, and as one of the developers for Integy Software which developed a cutting-edge software product integrating web and interactive voice solutions into a common platform. Integy was focused on self-service for Telecom, and web service companies turning web pages dynamically into text-to-speech delivered over the telephone.
• COO at Eclipse Networks – Eclipse was an acquisition-oriented technology firm that acquired and consolidated six network technology and consulting firms in 12-months. Eclipse focused on the customer care for global telecommunication and financial service industry clients.
• Senior Vice President at ALLTEL – Ed worked on driving sales,strategy, and operational effectiveness for ALLTEL’s Information Services business which provided billing and customer care outsourcing for major telecom and financial service providers.
• Senior Vice President, Claremont Technology Group – Ed led the Telecom and Global practices for the firm which had a successful IPO in 1996. Claremont Technology Group supported a major US Telecom in expanding service in Saudi Arabia, built and delivered one of the first pattern-based, Telecom billing platforms, and grew from a small Oregon-based company to a global consulting firm in just 3 years.
• Vice President at NYNEX (now Verizon) – Rising from Programmer to Vice President, Ed eventually was responsible for the consulting operations of the company’s Telecom Billing Software and Outsourcing division NYNEX DPI. He led consulting groups and managed his first call center outsource in 1989 for the leading PC manufacturer at the time.
• Ed’s career began in Programming and Project Management where he worked in Financial Services, Manufacturing, and Government Projects.

Ed holds a Bachelor of Science in Business Administration from Xavier University and an Associate of Business from the University of Cincinnati. He also has advanced training in Contract Negotiation and Sales.