Gary Burgess Burgess
Arnold,MD
Summary
Professional administrator with proven ability to streamline operations and enhance productivity. Adept at coordinating teams, managing resources, and driving projects to successful completion. Strong focus on collaboration, problem-solving, and adapting to changing needs. Skilled in office management, strategic planning, and effective communication.
Overview
20
20
years of professional experience
Work History
Member Services Administrator
Maryland State Retirement and Pension System
Baltimore, MD
01.2025 - Current
- Developed and implemented customer service policies to enhance client satisfaction. Decreasing abandonment rate by 8%, reducing correspondence response time to 1 business day, and reducing counseling wait time from 3-months to a few days.
- Created annual budget forecasts aligning with organizational goals and financial strategies.
- Collaborated with department heads to align training initiatives with organizational goals. Leading to no voluntary turnover in Member Services since my arrival.
- Analyzed customer satisfaction data to drive strategic initiatives for service enhancement. Increasing survey results from 3.1/5 to 4.4/5.
- Developed and implemented training programs to enhance employee skills and knowledge.
- Developed training programs to improve employee performance and retention rates.
- Led recruitment efforts fill vacancies and enhance workforce quality.
Director of Procurement
Maryland State Police
Jessup, MD
01.2025 - 01.2025
- earLed procurement strategy development, aligning with organizational goals to enhance operational efficiency.
- Established vendor relationships, negotiating contracts to secure favorable terms and pricing agreements.
- Oversaw purchasing processes, ensuring compliance with state regulations and procurement policies.
- Implemented inventory management systems, optimizing resource allocation and reducing excess expenditure. Greatly reducing risk of theft for secure items like badges and firearms.
- Conducted needs assessments to identify skill gaps and tailored training solutions accordingly.
- Improved team collaboration by streamlining internal communication processes.
- Managed financial responsibilities including budget development, cost control measures, and revenue tracking.
Deputy Director of Quartermaster
Maryland State Police
Jessup, MD
10.2019 - 01.2025
- Supervision of procurement, administrative, and customer service operations.
- Responsible for hiring, onboarding, and training of all personnel
- Monitor businesses and agencies to ensure that they efficiently and effectively provide needed services while staying within budgetary limits.
- Establish and implement departmental policies, goals, objectives, and procedures, conferring with board members, organization officials, and staff members as necessary.
- Manage staff, prepare work schedules and assign specific duties. • Enhanced customer satisfaction by implementing innovative strategies in customer experience management.
- Implement fiscal measures to control expenditures, and reviews, and authorize the processing of purchase requisitions.
- Represents department/agency head at meetings, hearings, and conferences as required. • Maintain personnel and inventory records for both sworn and civilian personnel.
Senior Operations Manager
Costar Group Inc.
Washington, DC
05.2006 - 10.2019
- Oversee the performance and development of teams across United States and UK.
- Named CoStar Manager of the year in 2016.
- Led cross-functional teams to implement strategic initiatives and improve service delivery.
- Developed and monitored key performance indicators to ensure compliance with organizational goals.
- Managed vendor relationships to optimize supply chain effectiveness and procurement strategies.
- Develop and monitor operating budgets. Review departmental spending with senior leadership quarterly.
- Specialize in team development and employee engagement.
- Coach, mentor, and develop team members through individual development plans tailored to skills.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
Education
Bachelor of Science -
Towson University
Towson, MD05.2005
Timeline
Member Services Administrator
Maryland State Retirement and Pension System
01.2025 - Current
Director of Procurement
Maryland State Police
01.2025 - 01.2025
Deputy Director of Quartermaster
Maryland State Police
10.2019 - 01.2025
Senior Operations Manager
Costar Group Inc.
05.2006 - 10.2019
Bachelor of Science -
Towson University