Michelle Phillips

•Enterprise SaaS Cash App Solution Subject Matter Expert, managing high-level million-dollar new implementations, averaging a workload of eight to twelve projects annually, and boasting a consistent $1 million in annual recurring revenue (ARR).
•Spearheaded the migration of 49 customers, in a tight 9-month timeline, from an on-site legacy software to a newly acquired cloud-based platform, generating an additional $2.1 million in ARR for 2024 and realizing savings of $500,000 in service fees.
•Implemented the upgrades and add-ons of 98 existing clients, averaging 12 additional mid-level projects per year.
•Formulated and maintained comprehensive project plans, including timelines, milestones, resource allocation, and detailed project documentation.
•Lead all cross-functional workstream working sessions, documentation, tasks, and project milestones, ensuring each department and stakeholders, including the C-suite, are kept up to date on related projects. Cross-functional teams - Engineering, DEV, AST, Customer Support, Sales, Accounting, Education, Professional Services, IT Support, and Architects.
•Collaborated with third-party vendors to identify 37 new project opportunities for cross-selling in 2024, contributing to an additional $1.5 million in ARR.
•Captured and documented system configurations during working sessions to ensure alignment with the client's specifications and the Scope of Work, identify risks, and approach any configurations or customizations from an analytical perspective.
•Facilitated 6-hour training sessions either onsite or virtually via Zoom or Teams, providing training literature and pre-recorded instructional videos for onboarding customers onto the new Billtrust Academy.
•Enhanced implementation and migration processes by analyzing data from large clients and aligning with our new solutions, streamlining redundant tasks and processes.
•Partnered with cross-functional teams to create JavaScripts that enable data extraction from existing files, reducing the workload for clients' technical teams.
•Oversaw the approval of all billable hours and third-party POs.
•Evaluated new system builds, changes, or add-ons in UAT and QA, being responsible for validating each test case.
•Collaborated with internal teams to integrate Client Connect, Collections, EIC, BPN, and Billing & Payments into the Cash App platform.
•Instituted upgrades to existing clients' products across the EU, the United Kingdom, Mexico, and Canada, successfully integrating new currencies by customizing the clients' environments.
•Mentored junior project managers, imparting knowledge on best practices and project management methodologies.
•Generated comprehensive project status reports highlighting issues, risks, and opportunities.
•Partnered with various banks to cross-sell products, attending monthly meetings to review contracts and pipeline projects.
•Scheduled and facilitated all project calls, conducting weekly check-ins with customers to ensure alignment and communication throughout the project lifecycle.
•Ensured adherence to project timelines by analyzing risks, tracking cases/tickets, and coordinating with cross-functional teams to make real-time project decisions based on build progress.
•Managed product updates in Salesforce for new or existing client accounts, confirming accurate subscriptions and product support.
•Educated new employees on Billtrust Project Management practices, PMO tools, VDR, and Cash App implementations, covering theoretical aspects of the new platform.
•Represented each PM for ongoing implementations by hosting weekly cross-department calls for Professional Services, Customer Support, AST, and Match Rate Optimization to discuss issue logs and escalations, with a focus on customers going live to enhance their experience and identify gaps, risks, and bottlenecks.
•Participated in bi-weekly sprints, reviewing documentation, process changes, and departmental updates.
•Owned and maintained all Cash App documentation, ensuring specifications are current and accessible to the project management team through SharePoint and Smartsheet.

• Spearheaded MS Project Plan for the EBR project. Monitored and assisted in specifying the development work efforts to manage expectations, confirm requirements and turnover timelines, and make adjustments as needed throughout each release.
• Drove completion of multiple department tasks and work efforts, and increased project percent completed from 27% to 68% in less than six months, coordinated work efforts of interdependent teams to identify milestones for each application involved in deployment.
• Outlined and created a detailed Scope of work; assisted in the Function Design specification documents; identified critical areas that needed to be recorded and scheduled report issues;collaborated with developers and other BSCs to plan and execute project sprints. Within each sprint, I held continuous development JAD and SIT testing calls to ensure we could release code and test in each sprint, resulting in 0 delays.
• Coordinated new code deployment for testing and assisted in new code changes into production. Allowing UAT and SIT testers to complete smoke testing effectively and on time.
  • Assisted developers in identifying workstreams for the release packages, allowing systems to communicate code data, and encouraging vendors to commit to turnovers and deliver on milestone dates.
• Facilitated project review meetings with external vendors to review business analysis documentation and spec out future releases. Allowing us to meet each deadline and commit to each release.
• Developed implementation plans for each application release to provide a go-live timeline. These implementation plans were instrumental in every code change and provided a timeline for each owner and their action item.
• Provided weekly progress percentage updates for each application based on combined team achievements.
• Reported monthly progress to the steering committee and addressed budgeting and project forecast financials.
• Identified risks and escalated impediments to upper management to avoid slippage.
• Led cross-functional teams to optimize business processes and improve system integrations.
• Developed detailed business requirements and specifications for system enhancements.
• Drafted integration plans to ease assimilation of products into customers' business infrastructure.
• Developed and maintained long-term relationships with clients, fostering strong service bonds and encouraging return patronage.

• Directed projects from contract signature to go-live, ensuring on-time deployment and adherence to budget constraints.
• Coordinated customer meetings to manage expectations, develop project scope, and finalize budgets.
• Delivered weekly updates to stakeholders on project timelines, milestone achievements, and obstacles encountered.
• Implemented electronic medical record-keeping across all facilities, enhancing patient charting, medical record maintenance, and overall patient care.
• Established a new process for real-time interactions that bolstered patient satisfaction while reducing unnecessary charting. Achieved savings of $462,000 for 162 departments through data analysis of purchase orders and departmental spending, addressing yearly waste.
• Upgraded equipment and software across all healthcare facilities. Oversaw the removal of outdated on-site equipment and furniture through internal technicians or third-party vendors post-upgrade completion.
• Facilitated client training on new applications, hardware, and work practices to ensure a smooth project transition.
• Managed resource assignments across various tasks throughout multiple projects to meet defined milestones and align with deployment schedules.
• Conducted regular meetings during the project duration, including site visits to engage with clients, vendors, and contractors, aligning the scope of work changes as needed.
• Provided actionable solutions for further development based on workflow demands defined by anticipated departmental needs.
• Served as a lead council member for community volunteer efforts, organizing events and fundraisers from 2013- 2017

• Coordinated project timelines and deliverables, ensuring adherence to client requirements.
• Developed and maintained project documentation, enhancing communication across teams.
• Facilitated stakeholder meetings, promoting collaboration and issue resolution.
• Oversaw resource allocation, optimizing project efficiency and effectiveness.
• Implemented and managed installations of new bank buildings and new banking equipment within the Capital and New England region.
• Traveled monthly to New England to maintain relationships with clients, train customers on products and software deployments, and assist in facility openings to the public.
  Project lead for sixteen new location openings. I kept the project under budget and on task, increasing profit by 8-11% annually.
• Supervised sixteen technicians and four Job Site Coordinators (JSE) and was the key contact for internal and external customers for ongoing projects and future forecasted projects within my territory.
• Ran KPIs and revenue reports for upper management to develop cost estimates and resource plans.
• Made vital decisions and drove discussions to meet monthly goals and milestones, achieving 100% consistency.
• Coordinated the shipping and manufacturing of products with factories, warehouses, and logistics.
• Obtained and maintained on-site permits from various counties in multiple states.
• Conveyed project expectations and dates between Diebold and various Network companies (e.g., Fiserv, Jack Henry, Co-op, Vantive, Verizon, 5th-3rd).
• Ensured lines were in place for connection to the job site, and networks could provide IP, terminal, and software upgrade access to bring equipment online within the bank.
• Collaborated and held a position within the leadership council, designed to streamline new ideas, address concerns, encourage good team-building exercises, and empower leadership