Gary Gates Email & Phone Number

Massachusetts, United States

Project: Upgrade Contract Administration SystemParticipated in the largest upgrade of a customized CyberLife system on record. :Lead Business Analyst for new Billing User Interface• Defined new statement billing process incorporating upgrade system enhancements with user required functionality.• Created scope and business requirements document for new user interface.• Documented system interfaces to multiple system connections.• Assisted in development and approved test plan, cases, and scripts.• Audited and documented all Customer Service Team processes to determine user requirements.• Created GAP analysis between current state and new GUI (graphic user interface).• Documented customized and custom-built transactions by client for upgraded host system.• Directed User Acceptance Testing (UAP).• Documented and suggested system enhancements to improve productivity.Project: Retail Web Site CreationIdentified and translated business needs and requirements of our IT staff and work closely to translate the concepts of the business into reality.• Documented process flow for newly created retail web site.• Created use case and business requirements documents.• Liasoned between business users and IT team to assure understanding of functionality.• Facilitated meetings to finalize business requirements for various processes.• Suggested internal user interfaces for CS team.

Worked with clients and not for profit organizations to enchance their organization and improve cash flow.• Designed, created and maintained interactive not-for-profit (NFP) web site.• Created internet based programs as value added benefit to organization.• Documented current state processes and procedures for not-for-profit organization.• Initiated requirements process to document NFP training program.• Developed financial stability program to identify and capture new revenue streams.• Reviewed Insurance programs for NFP, identifying significant coverage gap.

Manage all commercial insurance requirements including D & O, Property, Cyber Liability, Commercial General Liability, Worker’s Compensation, Auto, Cargo and excess coverage. Direct the cargo loss and damage claims department in the prompt and equitable resolution of claims.• Reduced cargo insurance premium by $300,000, deductible by 80% and trucker insurance premium by $150,000 while reducing risk exposure by $400,000.• Established Insurance Broker and TPA review criteria and measurements.• Designed, created and maintain company Claim & Risk Management intranet site.• Analyzed claim data for trends in Auto, Worker’s Comp and Cargo Claim cost and implemented programs that reduced claims cost.

Directed a staff of 9. Proactively identified root causes of loss or damage and implemented changes to reduce claims. • Reduced pending claim back log by 67% and average processing time by 50%.• Designed and implemented web based programs that increased efficiency and reduced errors.• Created multi-media training programs for claims processing that included on-line tools for customers and internal staff.• Designed customized reporting processes for account damage trend analysis.• Chaired multi department team to establish operational policies and procedures regarding the proper handling of product.• Initiated “Claim Tip of the Week” to proactively communicate solutions to claims issues. • Created department quality metrics to monitor and improve service quality to customers.

Directed the smooth and efficient integration of new accounts. Partnered with customers, the sales force and internal operations to develop, define and deliver logistics and warehousing solutions that satisfied customer specific requirements, reduced cost, improved service and enhanced operational effectiveness.• Designed and implemented new account assimilation processes, enhanced customer communication and established performance expectations.• Established automatic price increase strategy for accounts.• Designed and implemented internet tools and training programs.• Developed Sales Certification Program for agent based sales training.

Directed the inside sales and customer service functions. Responsible for sales in excess of $100 million and a staff of 25. Coordinated value-added delivery services to assure high quality, error-free service.• Developed and implemented an e-commerce process that reduced order entry time by 50%.• Designed and implemented service warranty program that increased customer satisfaction levels by 30%.• Implemented department performance standards and measures

Manager, Logistics Claims Services 1995 - 1998 Managed the Claims Services Department in the prompt, ethical settlement of transportation claims. Proactively reviewed service failures to reduce claims occurrences and expenses. Managed a budget of $1.75 million and a staff of 5.• Reduced retained claims expenses by 20% and average claims processing time by 15%.• Defined and improved department processes to improve customer satisfaction.• Developed a defect analysis process for key accounts, reducing damage claims by 10%.

Directed the inside sales function, generating sales in excess of $5 million. Responsible for quoting, order processing, telemarketing and advertising. Managed a budget of $250,000. • Created and implemented a customer database resulting in 30% productivity improvement.

Managed the inside sales/customer service function for three facilities, generating sales in excess of $48 million. Managed a budget of $500,000 and a staff of 12.• Developed and implemented order entry and credit procedures.• Chaired a team that analyzed corporate needs and purchased order management software.

Responsible for the customer service function within a 25-state area, generating revenues in excess of $70 million. Managed a $500,000 department budget and 10 CS Representatives.• Implemented department performance standards and measures. • Pioneered a customer relationship management process.• Initiated a program that reduced the order entry cycle by 30 percent.

Six Sigma

Six Sigma Green Belt Training

Ba, Behavioral Science