Richard Stone, Pmp, Csm

Richard Stone, Pmp, Csm Email and Phone Number

Program Director at Index Analytics LLC @ Index Analytics LLC
baltimore, maryland, united states
Richard Stone, Pmp, Csm's Location
Catonsville, Maryland, United States, United States
Richard Stone, Pmp, Csm's Contact Details
About Richard Stone, Pmp, Csm

Profile: Richard has spent the majority of his successful career employing business management best practices along with proven process improvement and project management methodologies within the Information Technology & Business Operations Management arenas promoting improved customer satisfaction, increased brand loyalty, and reduced cost to serve. ACHIEVEMENTS• Directed implementation and managed product lifecycle support of data collection and calculations systems for CMS program; generating $70M revenue ($10M annual revenue) • Implemented, tailored, and managed ILC process support for multiple CMS application releases • Designed, implemented, and managed technical support training program ($3M annual), improving customer satisfaction index and generating $9.2M annual revenue• Designed, implemented, and managed technical support quality performance program ($2M annual), improving customer satisfaction index and generating $4.6M annual revenue• Researched industry best practice, designed business process and requirements for new customer relationship management (CRM) implementation• Researched, designed and managed strategic plan for major technical support business process outsourcing (BPO) program including on-shore and off-shore internal and external business locations• Managed successful product lifecycle implementation of customer facing expert system, generating $1.5M annual revenue in first year of implementation • Implemented application development processes, improving accuracy of LOE estimations and development productivitySpecialties: • ILC System Lifecycle Framework Management • Customer Relationship Management• Business Process Re-engineering• Program / Project Management• Total Quality Management • Knowledge Management • Applications Development • System Development Life Cycle• Business Analytics• Business Process Outsourcing

Richard Stone, Pmp, Csm's Current Company Details
Index Analytics LLC

Index Analytics Llc

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Program Director at Index Analytics LLC
baltimore, maryland, united states
Website:
index-analytics.com
Employees:
80
Richard Stone, Pmp, Csm Work Experience Details
  • Index Analytics Llc
    Director, Certified Project Manager Professional (Pmp), Certified Scrummaster (Csm), Index Analytics
    Index Analytics Llc Sep 2017 - Present
    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.
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  • Edaptive Systems, Inc
    Deputy Program Director; Senior Project Manager; Certified Scrum Master
    Edaptive Systems, Inc Jul 2011 - Sep 2017
    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
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  • Prometric
    Senior Manager
    Prometric May 2007 - Jun 2011
    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
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  • Aol, Llc
    Program Director
    Aol, Llc Jan 2003 - Mar 2007
    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.
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  • Aol
    Sr. Technical Manager - Internal Computing & Sr Project Manager – Knowledge Engineering Group
    Aol Nov 1998 - Jan 2003
    * 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.
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  • National Electronics Warranty Companies
    Senior Manager – Knowledge Mgmt And Tech Support Help Desk
    National Electronics Warranty Companies Jul 1996 - Oct 1998
    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.
  • Del Ray Records
    Owner
    Del Ray Records Mar 1993 - Jul 1996
    * 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.
  • Ricoh Corporation
    Government Services Coordinator – Field Service Supervisor
    Ricoh Corporation Mar 1985 - Mar 1993
    * 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.
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Richard Stone, Pmp, Csm Education Details

Frequently Asked Questions about Richard Stone, Pmp, Csm

What company does Richard Stone, Pmp, Csm work for?

Richard Stone, Pmp, Csm works for Index Analytics Llc

What is Richard Stone, Pmp, Csm's role at the current company?

Richard Stone, Pmp, Csm's current role is Program Director at Index Analytics LLC.

What is Richard Stone, Pmp, Csm's email address?

Richard Stone, Pmp, Csm's email address is ri****@****ail.com

What is Richard Stone, Pmp, Csm's direct phone number?

Richard Stone, Pmp, Csm's direct phone number is +141086*****

What schools did Richard Stone, Pmp, Csm attend?

Richard Stone, Pmp, Csm attended Virginia Commonwealth University, Control Data Institute, Northern Virginia Community College, Edison High School.

What are some of Richard Stone, Pmp, Csm's interests?

Richard Stone, Pmp, Csm has interest in Career, Christianity, Cooking, Exercise, Investing, Electronics, Home Improvement, Reading, Crafts, Gourmet Cooking.

Who are Richard Stone, Pmp, Csm's colleagues?

Richard Stone, Pmp, Csm's colleagues are Olivia Howard, George Appelt, Caitlin Moore, Ashuthosh Chandra Mouli, Nikhil Yesupriya, Steven Bliss, Felicia Glenn.

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