Richard Stone, Pmp, Csm Email & Phone Number

Baltimore, Maryland Area

Management of day to day operations for multiple prime & sub contracts; business development, and internal process engineering & improvements. Selected Accomplishments:• Project: CCSQ-Data Strategy, Task ManagementManage two teams (Technical LOB and Business track teams) responsible for defining the CCSQ future data strategy (3-5year roadmap) including a targeted implementation plan for CMS-ISG LOBs (lines of business). Successfully manage stake holder engagement and information inventory meetings. Ensure delivery of as-is determination with stakeholder consensus, to-be identification, gap analysis, and implementation plan creation. • Project: MedDRA‐based Adverse Event Diagnostics (MAED) Maintenance, Support, and Enhancement Services, Project & Program ManagementManage the full Enterprise Performance Life Cycle (EPLC) support of the MAED application. Manage requirements elicitation, application development, QA, 508, security, and UAT testing, as well as production deployment and ongoing maintenance.• Project: EQRS (End Stage Renal Disease Quality Reporting Systems), Senior ManagerDefining key performance indicators (KPI) and defining processes to support these program metrics in the new CMS SAFe environment.

Baltimore, Md

Program & Project Management, Agile SCRUM LeadershipSelected Accomplishments:• Manage and support Centers for Medicare & Medicaid Services (CMS) XLC gates – project startup review, project baseline review, requirements review, preliminary design review, detailed design review, validation readiness review, implementation readness review, production readiness review, and operational readiness review• Ensure creation, coordination, and submission of all ADO portions of project management (PMBR contract) XLC artifacts – project charter, project process agreement, project schedule, and all ILC gate review presentations• Manage the application development organization (ADO) XLC process and support deliverables – independent testing support, Authority to Operate (ATO), and production release• Successfully implement full releases of the CMS CROWNWeb application• Lead SCRUM teams to define, develop, and test all new features of the CROWNWeb product• Assist product owner with management of the product backlog process• Implement ongoing product development program with full capacity management

Program account management responsibility to reduce cost to serve & exceed client deliverable metrics for all Financial Services Segment clients.Selected Accomplishments:• Successfully implemented program management strategic plan moving support to lower cost customer service departments reducing cost to serve 15% in first year.• Designed & implemented account resource allocation plan reducing head count 15% in the first year • Managed operational support of all segment clients in a matrix environment delivering 92%-95% customer satisfaction • Implemented & managed ongoing project management of programs delivering targeted margins for all segment clients• Developed & implemented segment dashboard reporting system adopted for all global program management segments• Managed support staff with a less than 15% attrition rate

Selected Accomplishments:* Successfully designed and implemented technical support training program, improving customer satisfaction with an annualized contribution of $9.2M. * Researched industry best practice, designed and implemented new hire program, improving customer support technician time to competency 30 days while reducing classroom training time 50%.* Improved employee retention rate 50% through re-design and implementation of a recruitment, retention, training, remediation, and certification programs. * Defined, implemented, and managed technical support quality performance program, improving customer satisfaction with an annualized contribution of $4.6M.* Directed design and implementation of queue up-sell program.* Developed strategic direction and implementation plan for multi-tier support.* Directed knowledge base improvement initiatives to reduce call time, increase customer satisfaction, and first call resolution.

* Researched, designed, and implemented asset, change, and problem management applications, increasing operational efficiency, internal customer satisfaction, while reducing head count 15% (annualized contribution of $2.3M). * Managed DBA staff supporting Terabyte (TB) data warehouse; scheduled maintenance, monitoring batch jobs from multi-source systems, and back-end system data load for business decision analysis.* Managed the application development, maintenance, and quality assurance teams. Contracted and managed outside vendor development staff.* Developed risk management and disaster recovery plans for all applications and support staff.* Migrated data, re-designed information mapping, and managed operational implementation of expert system, improving the first time fix rate from 33% to 72% average, six months post launch (annualized contribution of $10.4M).* Awarded a US patent through AOL for development and design of a knowledge base system user interface.

Managed the development and maintenance for Product Assist ®, an online customer facing self help program with an annualized contribution of $1.2M. Managed knowledge management development and maintenance teams. Supervised technical support help desk technicians.Selected Accomplishments:* Developed, authored, and implemented online troubleshooting product.* Designed training program for product end users.* Defined design and implementation requirements for corporate intranet site.

* Business development & management responsibility for a full service recording company (Annual gross revenue = $350K) *Managed all aspects of the recording business. *Directed all customer relations and marketing initiatives. *Managed sound engineering and marketing staff.

* Government account responsibility for service support, invoicing, credit & collections ($15M program) *Audited all federal government billable activities. *Coordinated field support and government marketing activities. *Supervised field service representatives. *Performed field audits and delivered on the job training. *Designed and developed regional customer service training program. *Analyzed and diagnosed complex problems on all Ricoh products.

Ba Program

Diploma Of Education

Education record

Education record