Keith D. Stone
Operations Manager
Memphis,TN
Summary
Operational expert with 25 years of experience streamlining and enhancing business processes across customer service, finance, project management, medical reimbursement, DME, banking, and sales. Demonstrated success in designing and implementing strategic initiatives that directly impact revenue and operational efficiency. Skilled in data-driven decision-making, financial oversight, and project management, resulting in measurable improvements in performance and profitability. Consistently delivers reliable and professional solutions that foster trust and collaboration.
Overview
13
13
years of professional experience
Work History
Team Lead
Google Operational Center
01.2021 - Current
- Implemented QA protocols and KPI-driven performance evaluations (CSAT, resolution time) for consistent service quality.
- Analyzed metrics to identify trends and drive process improvements.
- Managed escalation procedures for complex issues (network, billing, devices), providing advanced troubleshooting.
- Served as subject matter expert, maintaining current product/process knowledge.
- Streamlined workflows through process optimization and documentation of best practices.
- Managed task delegation and project deadlines for timely operational objectives.
- Delivered targeted training and coaching to improve team performance and resolve complex issues.
- Created and managed training documentation.
- Cultivated a collaborative team environment, fostering open communication.
- Managed staffing, scheduling, and performance reporting to ensure optimal support coverage.
Sr. Manager of Customer Experience
Memphis Area Transit Authority (MATA)-Memphis, TN
01.2019 - 01.2020
- Developed and implemented company-wide Standard Operating Procedures (SOPs), ensuring consistent execution across all departments.
- Analyzed workflows, identified bottlenecks, and implemented streamlined processes, resulting in measurable efficiency gains.
- Collaborated with executive leadership to develop and execute departmental strategic plans, aligning operational activities with company goals.
- Defined and tracked Key Performance Indicators (KPIs) for critical functions, delivering performance reports with actionable insights.
- Provided targeted coaching and training to managers and supervisors, fostering high-performance teams and improving operational effectiveness.
- Enhanced service delivery by improving interdepartmental communication and integrating key processes.
- Analyzed customer service data to identify trends and implemented process improvements, leading to increased customer satisfaction.
- Generated and presented executive-level reports, translating complex data into strategic recommendations for informed decision-making.
- Executed community outreach initiatives, building positive relationships with key stakeholders.
Manager of Customer Experience
Memphis Area Transit Authority (MATA)-Memphis, TN
01.2018 - 01.2019
- Managed daily cash operations and ensured transaction accuracy.
- Drove process improvements to enhance efficiency and customer service.
- Analyzed performance metrics to identify and implement efficiency gains.
- Developed strategies to increase counter traffic and optimize sales.
- Trained and mentored CSRs to achieve sales goals and improve customer experience.
- Coached CSRs to improve performance and customer interaction.
- Supervised CSR staff, providing guidance and support.
- Facilitated cross-departmental collaboration for seamless service delivery.
- Executed outreach events to build customer interest and loyalty.
- Managed resolution department operations to ensure efficient problem-solving.
- Generated daily reports for management, providing actionable insights.
Recruitment and Outreach Consultant
Remington College-Memphis, TN
01.2017 - 01.2018
- Executed on-campus and off-campus recruitment events, driving student application generation.
- Developed and deployed targeted student recruitment strategies to optimize enrollment.
- Streamlined the application process, ensuring efficient student onboarding.
- Collaborated cross-functionally to facilitate seamless student enrollment.
- Generated and analyzed admissions reports to inform strategic recruitment adjustments.
- Conducted student interviews and counseling sessions, providing informed educational guidance.
- Ensured departmental adherence to admissions policies and procedures.
Exogen Connects Coordinator / Reimbursement Supervisor
Bioventus, LLC – Memphis, TN
01.2015 - 01.2017
- Streamlined reimbursement processing and maximized sales through implemented operational systems.
- Improved departmental workflows, enhancing efficiency and performance.
- Managed an 8-person team, directing tasks and ensuring efficient workflow.
- Conducted audits of patient and billing data to ensure accuracy and quality.
- Collaborated with sales to rectify submission and processing errors.
- Generated financial forecast reports for budget control and sales optimization.
- Resolved escalated customer issues through negotiation and alternative pricing.
- Ensured patient advocacy by reporting unethical activities.
- Led recruitment, including interviews and background checks.
- Trained employees and contractors on operational procedures.
- Key Achievements:
- Exceeded sales goals, achieving $33M in 2016 ($4M over target) and projected future growth in 2017.
- Drove team performance: maintained an 85% conversion rate (20% above sales reps) and 97%+ answer rate.
- Enhanced operational efficiency through workflow restructuring.
Contact Center Supervisor
Accredo Health Group, Memphis, TN
01.2013 - 01.2015
- Enhanced call center productivity and service delivery through strategic plan implementation.
- Managed staff performance using quality and productivity metrics.
- Improved efficiency by identifying and implementing workflow process enhancements.
- Established and enforced call center operational policies and procedures.
- Maintained and ensured adherence to comprehensive Standard Operating Procedures (SOPs).
- Collaborated with senior management to align department goals with corporate objectives.
- Optimized service delivery by fostering a collaborative team environment.
- Delivered ongoing feedback and training to improve employee performance.
Education
Pearl City High School
Pearl City, HawaiiBachelor of Science - Business Administration
Austin Peay State University
Clarksville, TennesseeSkills
- Oversaw operational workflows, leading high-performing teams through strategic talent management and change implementation
- Drove process improvements in recruitment, training, and grievance resolution, enhancing operational stability
- Managed financial resources and ensured regulatory adherence, contributing to sustained business performance
Timeline
Team Lead
Google Operational Center
01.2021 - Current
Sr. Manager of Customer Experience
Memphis Area Transit Authority (MATA)-Memphis, TN
01.2019 - 01.2020
Manager of Customer Experience
Memphis Area Transit Authority (MATA)-Memphis, TN
01.2018 - 01.2019
Recruitment and Outreach Consultant
Remington College-Memphis, TN
01.2017 - 01.2018
Exogen Connects Coordinator / Reimbursement Supervisor
Bioventus, LLC – Memphis, TN
01.2015 - 01.2017
Contact Center Supervisor
Accredo Health Group, Memphis, TN
01.2013 - 01.2015
Bachelor of Science - Business Administration
Austin Peay State University
Pearl City High School
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