Richard Stone has spent the majority of his successful career employing proven process improvement practices along with business management and project management methodologies within the Information Technology arena.
He has managed and/or been involved in defining the Customer Relationship Management (CRM) and Customer Support Management (CSM) operational strategies and planning, including business process reengineering, which lead to program re-design, implementation and management, application development and maintenance ultimately resulting in successful business transformation for a global Internet organization. Most recently his focus was upon the creation, development, and deployment of multiple complex operational programs designed to improve the competency, consistency and quality of customer support which lead to increased revenue through reduced costs and increased customer satisfaction.
Richard credits his success to his training and proper utilization of proven project and quality management methodologies, such as Six Sigma, to design and maintain world-class business solutions. His CRM and CSM expertise comes from having done significant research and analysis in order to properly design, test, analyze, and implement, with high adoption rates, a number of world-class CRM/CSM applications and tools. His novel approaches to such process improvements and technological innovation has resulted in the award of a U.S. patent for the design of a state-of-the-art Knowledge Base User Interface employed by a Fortune 100 firm.
Richard has consistently been recognized at the executive level for his professional “can-do” attitude. He is known for his continuous focus on prevention through pro-active program management principles. His ability to quickly bring problems under control and initiate pro-active measures for long-term success ensures that issues do not reoccur.
Richard is a passionate professional with proven success delivering projects on-time, every-time at or under budget. His ability to understand executive level business goals and transform them into everything he does has allowed him to effectively lead and manage change for multiple, complex, and sometimes parallel, programs with great success and high adoption. He has excellent organizational skills and is an effective communicator. Richard’s experience and expertise has resulted in his search for exciting new opportunities to utilize his entrepreneurial and innovative spirit.
Edaptive Systems, Release Manager
June 2011 - Present, Baltimore, Select a State, United States
CMS CROWN Web Application release manager.
Prometric, Senior Manager
August 2007 - June 2011, Baltimore, MD, United States
Senior manager responsible for IT project & product management
America Online (AOL), Program Director
January 1998 - March 2007, Dulles, VA, United States
Program Director - responsibilities included business owner for technical support queue, senior manager for knowledge management, senior manager for technical training program.