Customer Service Sales

Leann R. Newcomb

Experienced Technical/Software/Soft Skills Trainer - Seeking My Next Opportunity to Shine!

*****************@*****.***

Summary

Proven ability to do well in fast paced, stressful situations, where poise and confidence are critical for success.

Goal is to improve, automate and ease daily tasks for end-users. Demonstrated ability to teach adult learners the

basics, intricacies and reporting. Trained Franchise, Corporate, Hospital, State and County Government

employees. Passionate about helping people learn.

Experience

Technical Trainer at TEKsystems

August 2012 - November 2013 (1 year 4 months)

Technical Trainer - CMIPS II Software Expert for State of California County In-Home Supportive Services

Program. CMIPS II is one of California’s five biggest computer projects. The Case Management Information

Payrolling System supports IHSS, which pays out $4 billion per year for services to the elderly. This system

replaces the States 40yr old legacy system. I traveled to county locations and performed class room training

in computer labs. I presented live and recorded Webinar Training Sessions to upwards of 90 end-users per

session. The project Go-Live was rolled out in 4 phases across the state. Web-enabled application accessed by

58 counties through personal computers connected through the DTS network, integrating with Medicaid

Management Information System and Medi-Cal Eligibility for the oversight of the In Home Supportive

Services Program as part of the State Medi-Cal program. Using Windows and UNIX Operating Systems,

Oracle Database Engine and IBM Hardware, a $424 million project. Department: Health and Human Services

Agency, Tracking: 400,000 cases statewide in California.

TEKsystems® is the nation’s leading technology staffing and services company. Combining a proven track

record of superior performance, a quality-focused approach to service delivery, and the highest-caliber

technical professionals in the market, TEKsystems helps our clients successfully plan, build, and run their

critical technology initiatives.

Area Market Director/Center Director Float/CRM Implementation Team Member at Jenny Craig

June 2005 - June 2012 (7 years 1 month)

Sales & Management Trainer, Multi-Center Manager, CRM Software Trainer,Team Leader in Weight Loss

Management for 9 Centers in the Sacramento Nor Cal Area and Nevada.Software Trainer for an Oracle based

Siebel CRM 8000 Software. Provide training to end users, Sales Representatives, Consultants, Office

Managers and Customer Service Representatives. Demonstrated extensive computer expertise and ability to

creatively solve problems and determine root cause of issues.

Software Trainer for CRM System Application:

Led 23 Corporate and Franchise Go-Lives in implementation of Oracles Siebel based CRM 8000 Software

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Application. Provided post go-live training support for National deployment. Reported discovered issues

onsite to developers and technical support staff at corporate headquarters. Completed project with 100%

customer satisfaction rating and received substantial monetary award.

•Created standardization of dashboard information and provided ad-hoc reports using customized Query

features. Provided training for workgroup efficiency and profitability.

•Facilitated company mandated weekly sales training and team meetings in multiple locals.

•Persistently evaluated ongoing training, providing timely/relevant learning, development and feedback to

field. Liaison between field and upper management; performed needs assessments.

•Mentored developed leadership and managed staff turnover and disciplinary action for direct reports.

Directed activity of 9 Centers in the Sacramento area 5M Market).

Operations Manager at The Men's Wearhouse

February 2002 - March 2005 (3 years 2 months)

Trained end-users on POS Software Application, coached, supported employees in use of Oracle based CRM

Software supporting sales and tuxedo rental operations. Operated and trained customer service staff on POS,

reservations systems, and customer management.

•Controlled Inventory and Ordering. Ensured all Sales, returns and exchanges were accomplished with

exemplary customer service. Managed the Tuxedo Sales and Delivery department at multiple locals.

•Facilitated and Attended bi-annual Bridal Trade Show Marketing events at Seattle Convention Center.

System Specialist/Application Specialist at Pyxis/Cardinal Health/CareFusion

August 1997 - November 2001 (4 years 4 months)

Installed and supported Pyxis Helpmate Robotic Systems, Supply, Cath Lab, and Medication Systems

throughout Texas and Louisiana as on-site Implementation Manager. Provided pre, post and Go-live software

training to end users; Material Handling Representatives, Nurses, Doctors, and Pharmacy Staff.

•Installed Network peripheral devices, elevator interface and wireless Ethernet equipment.

•Created as-built Auto-Cad drawings of hospital facilities throughout the US. Utilizing AutoCAD Software, a

laptop and laser tape measure. Downloading the drawings for purpose of navigation interface into an

autonomous robotic courier system. Supported network interface connectivity.

•Effectively handled multiple accounts, customer requests, reporting to senior management from field.

Performed Software Upgrades on older versions of Pyxis software. Acquisitioned new product sales.

•Demonstrated extensive computer expertise and ability to creatively solve problems and determine root

cause of issues. Assigned and prioritized multiple project tasks.

•Provided ongoing account support to ensure customer satisfaction and expectations were met. Coordinated

planning and implementation meetings with IT personnel.

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Organizations

National Association of Professional Women

Member

May 2013 to Present

Skills & Expertise

Customer Service

Troubleshooting

Microsoft Office

Technical Support

Process Improvement

Project Management

Training

Outlook

Access

Microsoft Word

Team Leadership

Sales

PowerPoint

Windows

Help Desk Support

Managing People

Assessing Performance

Team Building

Wellness Coaching

Motivational Interviewing

Assessing Needs

Developing Training

Teaching

Training Facilitation

Problem Solving

Ad Hoc Reporting

Public Speaking

Long-term Customer Relationships

Mediating/Managing Conflict

Active Listening

Oracle Applications

AutoCAD

Nutrition Education

StrengthsFinder

Selling Skills

Program Management

Management

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Education

Green River Community College

Associate of Arts (AA), CAD/CADD Drafting and/or Design Technology/Technician, 1986 - 1988

Activities and Societies: Boeing Commercial Airplanes Student Internship Appointment

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Leann R. Newcomb

Experienced Technical/Software/Soft Skills Trainer - Seeking My Next Opportunity to Shine!

*****************@*****.***

Contact Leann R. on LinkedIn

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