Michelle Armstrong

• Responsible for building internal client, vendor and partner relationships by leading a team of business analysts, process experts, and technical project managers to establish a Program strategy and internal deliverables for the CIO organization at Cantaloupe.
• Manages the SOX Audit process for FY23, and reports progress to Internal and External Auditors. Responsible for remediation of a Material Weakness and other FY22 findings.
• Manages and maintains programs containing multiple projects, and publishing status to internal clients and to executive Leadership.
• Supports internal business requests, ensures consistency and predictability of IT delivery and execution, and builds a delivery practice that manages audit findings in the short-term while incorporating durable practices that prevent them over the long term.

• Responsible for managing delivery of all aspects of launching new clients into the Bakkt App so their customers can buy, sell or redeem cryptocurrency (BTC and ETH), or convert loyalty reward points into cash or crypto. Client list includes Choice Hotels, Wyndham, Quiznos, and Finastra. Manages and coordinates deliverables for Sales, Marketing, Engineering, Security, Finance, Customer Support.
• Worked closely with senior leadership from all areas of the organization to launch first client (Choice Hotels) inside the Bakkt App.
• Built the standard process/project plan used for all other Bakkt App client implementations.
• Manages client expectations throughout the entire development life cycle, then assists in identifying future sales potential.

Responsible for management of multimillion dollar eCommerce platform (Chase Ultimate Rewards Loyalty Program). Made significant contributions to growing the platform three times its profitability over five years. Highlights include:

• Daily coordination with Executive Leadership to ensure client satisfaction. Worked closely with Senior VP to lead 40+ person development team (including offshore). Managed 16 direct reports (PM, QA, BA)
• Led implementation of Apple products on Chase's Ultimate Rewards platform
• Led implementation of new Call Center for Chase's Ultimate Rewards platform. Coordinated between Chase and Apple to ensure ongoing customer satisfaction
• Creation of crucial KPI data for Chase Marketing to help guide product marketing decisions
• Led team Process Change Management efforts (ex. transition from Waterfall to Agile development methodology)
• Responsible for monthly billing and forecasting
• Delivery of Quarterly Business Reviews to senior leadership at Chase
• Assisted Sales team in presentation of new opportunities to client
• Led Chase's annual B2S audits - scope includes all software, systems, hardware, physical locations, and call center. Responsible for facilitating resolution of all resulting issues
• Coordination between Chase and internal Fraud Management group to block fraud attempts and prevent future instances of fraud
• Created content for, and lead quarterly workshops designed to enhance personal career growth for full delivery team

Oversaw development, implementation, and maintenance of Chase's Loyalty Rewards Platform. Responsible for all Program level planning, capacity planning, and budgeting/spending. Managed all facets of multiple projects while ensuring delivered solutions are in accordance with Chase's processes, strategy, and goals. Coordinated delivery of new products, enhancements to existing products, production support, and infrastructure enhancements/rebuilds. Defined and implemented process change between B2S and Chase to better meet program goals and objectives.

Led overall, highly strategic program to implement Mohawk's internal iPad application which provides critical product and customer information to the field Sales Representatives. Drove all components of the project including infrastructure rebuild, BI design and restructure, requirements gathering and design, releases of new application functionality, QA and User Acceptance, and post production support. Managed the external software development team as well as internal technical IT resources and Sales Management.

Responsible for driving daily standup SCRUM meetings for both internal team and with external client. Reviewed project proposals to determine goals, time frames, and procedures for accomplishing project objectives. Developed project plan specifying project milestones, scheduling, risks and contingency plans. Provided overall team leadership and guidance of Scrum and Agile processes. Created and managed product backlog items and sprints in TFS and managed deliverable status in Jira. Also served as Release Management Program Manager managing QA team, UAT, Client coordination and scheduling for each Enterprise software release.

Served as lead for all aspects of project management by effectively initiating, planning, scheduling, controlling, and bringing to closure multiple large, high profile, high priority projects, including major infrastructure upgrades and an online banking application. Created and maintained effort-driven project schedule for each project by identifying and monitoring overall project timeline, project milestones, tasks, resources, task dependencies, and critical paths. Provided leadership, direction and integrated activities with other departments to ensure successful implementation and support. Anticipated and identified risks and issues that may impact deliverables and developed and implemented mitigation and corrective actions.

Worked as Independent Consultant for Cox, IBM, AT&T and Home Depot.