Gary Mann Email & Phone Number

Amherst, New York, Us

Manage multi-platform application support for the largest academic medical centers and healthcare delivery networks in the country. Pilot pre-sales support, building a dedicated team of subject matter experts (SMEs) to confer with clients throughout sales lifecycle. Grew team from 35 people to 150 analysts. Overhauled a 30-year-old methodology, successfully attracting new clients. Elevated revenue from $6M to $25M per year through responsive and qualitative customer service coupled with continuous improvement. Reversed flat growth, high staff turnover, and poor service delivery, jumpstarting account growth, onboarding 9 new clients in 18 months against a previous pattern of 1 per year. Progressively infused quality standards into overall operations, empowering managers to work independently while maintaining a team environment and dually stressing accountability. Introduced a robust client communication solution.Reduced turnover from >25% per year to <5% during tenure in role. Expanded analysis team from 35 to 150.

Teaneck, New Jersey, Us

Crafted ICD 10 implementation strategyLed $50M testing and reporting writing component of an $800M insurance administration system replacement. Oversaw 140 on/offshore testers and report writers. Worked through cultural issues created misunderstandings and questions of integrity

Saltillo, Coahuilla, Mx

Worked with company to assist in the development of outsourcing in IT operations to include as applications management, data center management, networking, service desk and desktop support for large scale inpatient/outpatient environments. Emphasized service delivery improvements and process improvements, creating strong client alliances. Outsourced large medical center system operations accounts, transitioning and onboarding staff through planning, knowledge transfer, and communications. Defined service level agreements (SLAs), including the data collection, and reporting processes. Promoted to Senior Manager within 1 year of hire, demonstrating an engaging, down-to-earth communication style. Held multiple roles, including as Account Manager, Senior Manager, and Director prior to appointment as Vice-President. Stepped up to salvage a failing relationship, fulfilling SLAs and cementing client satisfaction.

Master Of Science - Ms, Business

Bachelor Of Science - Bs

Graduate Studies, Information Systems