Michelle G. Email & Phone Number

New Canaan, Connecticut, Us

Fort Lee, Nj, Us

Phoenix, Arizona, Us

Brought in as a change agent to improve the company’s operational rigor, discipline, and maturity—driving an extensive range of efforts aimed at increasing the company’s project and program management capacity.• Lead the company PMO, applying Agile and Kanban methods to drive the planning/delivery of 20+ projects in parallel including new platform/software launches, partner/client implementation efforts, customer onboarding activities, and operational metrics and performance management programs.• Serve as product owner for the Reporting and ETL/Data team—documenting user stories, creating a backlog, and developing the roadmap for standardizing reporting to internal/external clients.• Supervise a team of 5 direct reports, handling all related hiring, training, mentoring, and performance evaluation activities

Portland, Or, Us

Drove a multi-year project aimed at developing/implementing a new health plan operations roadmap and providing more consistent, accurate, and detailed support for the firm’s nearly 2 million customers.• Collaborated with senior and executive leadership to clarify the corporate/department vision and needs, create alignment on overall strategy, and lock down all needed stakeholder commitments.• Facilitated customer-focused research that identified key gaps in customers’ understanding of their coverage, helping guide corporate strategy and ensuring solutions would have the desired impact.

Took “professional pause” to travel across the U.S. and Canada; successfully recharged batteries, completing an itinerary that spanned 41 states + Canada—covering 15K miles by road and 450 miles by foot!

Portland, Us

Joined this financial technology (fintech) company providing banking and enabling customer confidence with finances, leading a 9-member team in developing disruptive new financial technologies, mobile applications, and banking solutions -- and dedicated to greatly simplifying and improving the money management process for end-users.• Delivered the first customer-facing features in two years; released 9 new self-serve support features within a mere six months, reducing customer support requests by 6%, improving customer satisfaction and brand sentiment, and delivering 10x ROI based on initial investment• Pivoted the business strategy in collaboration with leadership, developing a series of new customer support tools/processes to improve quality and scale the company to accommodate projected growth.• Led the turnaround of an underperforming team, making key personnel decisions and providing mentoring/motivation that got the group back on track and made it a “role model” of effectiveness.• Held additional responsibilities in the areas of vendor selection/management, customer onboarding, process management, talent acquisition, staff mentoring, and product management.

Lake Oswego, Oregon, Us

Worked for this leading provider of online B2B payment and fulfillment solutions for the electronic gift card and virtual goods industry. Served as product owner for the Merchant Services payment gateway SaaS product (an API solution with client web-based support and reporting tools), utilized to process over $5B annually.• Defined a new product vision/roadmap for onboarding new merchants onto the payment platform in a scaleable and effective way, in addition to determining all product releases, scope, and feature sets. • Compiled and analyzed a rigorous set of data including market research, competitive analysis, and internal stakeholder/customer feedback to inform key product decisions and clarify market needs.• Drafted/managed RFP responses for obtaining vendor support services and served as product lead, traveling with sales teams with to assist with questions, feature requests, and product demonstrations.

Portland, Or, Us

Gained five years of experience with this provider of cutting-edge patient activation, healthcare resource management, and data gathering solutions/tools. Hired to oversee all product vision, strategy, and management for the organization—in addition to leading and/or contributing to tactical initiatives related to requirements gathering, budgeting, testing, quality assurance, release management, and development of product roadmaps and future features/enhancements.• Partnered with top institutional clients to evaluate custom implementation requirements and functional specifications; key customer verticals included health systems, health plans, insurers, hospitals, life science/pharmaceutical companies, pharmacies, and research universities.• Prioritized product feature delivery, coordinating development schedules with engineering teams and providing regular communication and updates to clients, leadership teams, and account managers.• Collaborated on deal-closing with sales teams, engaging directly with potential customers to address concerns, demonstrate available products, and evangelize the product vision and potential benefits.• Ensured high levels of customer success, serving as an SME on new products/services and providing training, education, and support to internal and external customers, both pre- and post-implementation.

Portland, Oregon, Us

Recruited to a serve as a senior PM and Analyst for this regional insurance provider, functioning as the primary liaison between project teams and operational business units to elicit requirements, create technical specifications, and guide the development of breakthrough new technology products and service offerings.• Managed 6 successful product development projects—defining the project scope, writing all needed charter documents, and leading delivery of end-to-end requirements gathering and development efforts.• Championed best practices and supplied an enterprise, cross-functional perspective to project teams, partnering with business and technical analysts throughout the organization to drive projects forward, develop unified business requirements, and find creative ways to streamline inefficient processes.• Facilitated business/functional requirements gathering sessions—resolving conflicts, translating technical terms, negotiating tradeoffs, and securing buy-in and consensus from project stakeholders.• Supported User Acceptance Testing (UAT) for new products and systems, in addition to contributing to the development of post-project documentation and training manuals.

Joined the ranks of this leading healthcare institution, taking on a series of challenging project management and analytical roles focused on capturing a wealth of new business intelligence data and “raising the bar” on the company’s ongoing quality, performance, and cost efficiency. • Assigned as Project Manager and Lead Analyst on an enterprise-wide performance management initiative involving creation/implementation of a robust new Balanced Scorecard, in under 10 weeks, then showed how every employee and team’s contributions impacted the success of the business and the bottom line. As part of the project, managed a team of several analysts in documenting processes and defining a new measurement infrastructure for six core business processes and information services.• Held initial role as Quality Assurance Analyst responsible for building a new intranet site for sharing IT policies and procedures, developing a new set of standardized development processes to increase IT delivery quality, and supporting a series of additional special analytical projects assigned by the CIO.• Recipient of numerous honors/awards for performance, including receipt of the Unsung Hero Award in 2004 & 2005 and designation as a “Top 5% Workforce” member in 2006 out of 2,500 employees.