Gail Cribbs Email and Phone Number

• Collaborate with clients to develop customized service offerings and establish performance management metrics; content contributor on client monthly and quarterly reviews.• Maintain and/or increase profit margins through monitoring expenditures, and by mitigating risk.• Manage resource billable time and reports for invoice accuracy.• Resource management from hiring, on-boarding, through ongoing management to termination resolution.• Resource development through serving the needs of their growth and confidence in the industry.• Client relationship management with attention to managing value through cost, quality and risk mitigation. Ongoing improvement of implementation process and tools to increase efficiency and improve margins.

Hired for my ability to bring a different approach to the analysis, selection and implementation of systems to the City. Worked closely with city administration on implementing changes to systems across city departments. Quickly gained the trust of key Administrators within the City of Renton.Supported the Mayor’s office, Municipal Courts, City Attorney, Fire & Emergency Services and City Clerk.

• Implemented the company’s system in top financial institutions.• Counseled customers on the change management process. • Managed implementation teams up to 16 people, mentoring across disciplines on project scope, strategy and deliverables.• Created and trained on the implementation methodology which was geared toward frequent deliveries to the customer to ensure the project stayed on track and met the needs of the customers. • Created and delivered internal training program mentoring internal resources on consulting and soft skills.

Maintain software application. Writing Business requirements, performing product testing and rollout. Managed overseas developers identifying priorities, working with development group to identify technical changes required to the system.

Director of Support (May 2003 – May 2005)• Selected and implemented a new ticket tracking tool, improving efficiency and reporting ease of customer issues. • Negotiated internal and external SLA’s, handled escalated issues working with cross functional teams.• Managed support staff..

Worked with customers to implement the full suite of products. Determined how to expand the use of the system within designated customer base. Worked with customers to define and implement customized solutions.

Responsible for product messaging, product demonstrations and nationwide launch for Avays's new CRM product.

• Managed a team of Product Managers.• Established the strategic direction of the Enterprise suite of products. • Developed and implemented a partner strategy used to approach key organizations, resulting in the offering of additional electronic add on features. • Lead a multi-state, cross company, cross functional team in the research and planning to update a legacy application used by over 1800 customers. • Performed customer and prospect needs analysis to determine product feature sets and overall product fit for prospects.