Eric Newsome

Experience

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  Business Communication Solutions

  Jun 2007 - Jun 2008

  Telecommunications Technician

  PBX / Key telephony system technician performing installations, adds, moves, and changes.• Performed multiple greenfield and brownfield installations of Key telephony systems, including Cat-5 cable routing and termination.• Configured and maintained NEC PBX phone system hardware and software for multiple large businesses.• Managed accounts and billable hours for several clients including Cardinal Hill Rehabilitation Hospital, The Downtown Hilton of Lexington, and the Crown Plaza Campbell House. Show less

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  Cox Communications

  Jul 2008 - May 2024

  • Exploring, developing, implementing, and operationalizing innovative and cutting-edge technologies like: Virtual Reality, Augmented Reality, Micro-Learning, Hybrid Classrooms, Virtual Facilitation Studios, Gamification, Generative AI, and more.• Leveraging technology to improve the employee experience, increase learning engagement, improve knowledge retention, and boost performance.• Continuously evaluating existing tools, technologies, and processes for opportunities to improve quality and efficiency.• Partnering with cross-functional stakeholders to communicate Technology requirements, capabilities, and strategies.• Managing existing vendor relationships and onboarding new vendor partners.• Administrating Cox’s Virtual Reality and Video Management platforms.• Collaborating with training delivery, curriculum design, learning strategy, facilities, and information technology teams to deliver required assets, tools, and performance.Key Achievements:• Winner of Gold Award in Brandon Hall Group’s 2023 Excellence in Technology category for “Best Advance in Augmented and Virtual Reality” for my part in developing the Cox “Field Ops: Practicing Safe Installations” VR course. o 100% of learners who have taken the course want to see more VR experiences at Cox, and the VR experience stands with an NPS score of 75.• Supported the launch of over 130 VR headsets and 3 VR courses to 900+ Cox Retail employees, revolutionizing their safety training experience.• Onboarded ManageXR mobile device management platform to support CoxVR. • Expanded Panopto video management platform across Cox Communications.• Managing the pilot of Microsoft HoloLens2 Dynamic Guides from ideation, through development, and into trial & evaluation. Supporting Field Ops in the exploration of Augmented Reality. Show less Learning Technology Analyst – Learning Operations • Manages and maintains the human resources learning environments, including software applications, hardware, and training rooms.• Chairs learning technology configuration control boards (CCBs) to evaluate and improve the learner experience through intentional change management.• Serves as a conduit between training delivery, curriculum design, learning strategy and information technology teams to deliver required assets to the training environments.• Performs smoke testing on training software platforms daily to proactively identify and resolve issues.• Interfaces with trainers to offer real time solutions to content and data issues in the training environment, escalating issues as necessary.• Administers SumTotal enterprise learning management system.• Evaluates processes continuously and makes recommendations to improve quality and efficiency.Key Achievements:• Through partnership with Information Technology teams, fully automated the ICOMS training environment processes, reducing the time required to build training accounts and maintain the training slices by over 90%. Show less Training Coordinator – Learning Operations and Administration• Managed and maintained the human resources learning environments.• Served as a conduit between training delivery, curriculum design, learning strategy and information technology teams to deliver required assets to the training environments.• Performed smoke testing on training software platforms daily to proactively identify and resolve issues.• Interfaced with trainers to offer real time solutions to content and data issues in the training environment, escalating issues as necessary.• Built approximately 20,000 training accounts for all billing system related training activities per month within established timelines.• Administered SumTotal enterprise learning management system.• Evaluated processes continuously and makes recommendations to improve quality and efficiency.• Provided general administrative support to the human resources team.Key Achievements:• Established the Learning Resources (Hardware) and Training Environments (Software) configuration control boards to improve change management strategies for Learning Operations.• Instrumental in developing and implementing all training environment processes for training delivery, including defining the training environment coordinator role, developing the customer account template, and implementing the training environment refresh schedule.• Selected as a subject matter expert on the human resources training environment enhancement project.• Developed critical collaborative relationships with technology and other business partners.• Led coordinator team through updating of key learning activity processes, including the launch of a new unified event ticketing system. Show less Regional Technical, Care, and Sales trainer for Cox Communications - Northeast Region. • Coordinated and facilitated training of technical support, customer care, sales, retention, dispatch, and field service representatives and leadership on company products, software, hardware, best practices, and policies. • Collaborated with business partners to design, develop and evolve training curriculum to meet the changing needs of the business and to create a responsive training environment which provides regular progress updates. • Analyzed metrics to identify skill gaps and opportunities for performance improvement through training, and recommend appropriate delivery methods for training initiatives.• Mastered new products, tools, and policies quickly in order to train employees and act as a subject matter expert for company initiatives.• Provided post-training performance support to all business units by creating and maintaining job aids as well as providing live and remote coaching to employees.• Built employee engagement by promoting company initiatives, programs, and benefits.Key Achievements:• Designed and produced training material for the national KnowledgeBoost content creation team, delivering eLearning courses to more than 5,000 employees.• Selected as a mentee for Cox’s Mentoring Program, designed to develop internal talent, 2014.• Nominated as a finalist for two North East Vision Awards as a primary contributor to team projects, 2013 & 2014.• Named lead virtual facilitator for national rollout of new software platform to over 350 remote dispatchers.• Completed leadership training courses: Leading for Results, Facilitative Leadership, and Franklin Covey’s – The 5-Choices to Extraordinary Productivity.• Granted two Moments of Trust awards for exemplifying Cox’s core values, 2012 & 2013.• Promoted from in only 13 months by meeting or exceeding expectations on all participant post-training, level 1-2 evaluation surveys and year end review. Show less System Technical, Care, and Sales trainer for Cox Communications - Cleveland.• Facilitate product, process, and software new hire training for technical support, retail sales, and inbound retention representatives.• Train incumbent employees and leadership on product and process updates.• Learn new products, tools, and policies quickly in order to train front line employees and supervisors. • Recommend appropriate delivery methods for training initiatives.Key Achievements:• Met or exceeded goals for every level 1 and 2 post training survey.• Consistently placed new hires in production who immediately met or exceeded work order accuracy goals.• Selected as a regional content author for Cox's KnowledgeBoost dynamic web based training platform. Show less Retail sales leader and technology expert focusing on employee coaching and the customer education experience.• Managed day-to-day operations of two retail locations as floor leader and manager on duty, including resolution of customer escalations.• Educated customers and staff on features and benefits of video, high speed internet, telephone, and wireless products, including how to fully integrate retail accessories. • Developed and implemented contests to support sales, service, and operational goals.• Created job aids to support sales and increase confidence for store staff.• Provided real time coaching and feedback to sales staff to maximize productivity.Key Achievements:• Played an integral leadership role in the transformation of retail strategy, including the opening of the Fairview Park Solution Store.• Contributed to leading retail from less than 50 primary sales units per month to over 350 per month and growing accessory revenues from $1,800 per month to over $12,000 per month.• Facilitated off-site demonstrations to raise community awareness of products and services. Show less Over the phone technical troubleshooting and customer education for Cox Communications Video, Internet, & Telephony products. • Resolved service related issues for video, high speed internet, and telephony services by directing customers through appropriate troubleshooting steps over the phone.• Utilized appropriate software tools to diagnose radio frequency signal health.• Created value for services by building rapport and promoting the features and benefits of new and existing services as appropriate.• Handled difficult situations through empathy, apology and presenting appropriate solutions.Key Achievements:• Selected as subject matter expert for new hires during on the job training. Show less Over the phone technical troubleshooting and customer education for Cox Communications Video, Internet, & Telephony products. • Resolved service related issues for video, high speed internet, and telephony services by directing customers through appropriate troubleshooting steps over the phone.• Utilized appropriate software tools to diagnose radio frequency signal health.• Created value for services by building rapport and promoting the features and benefits of new and existing services as appropriate.• Handled difficult situations through empathy, apology and presenting appropriate solutions.Key Achievements:• Promoted in less than one year by consistently exceeding all metrics. Show less Video, Internet, & Telephony technician installing services, troubleshooting issues, and educating customers.• Designed and installed coaxial cable systems to optimize product performance and customer satisfaction while minimizing customer effort.• Educated customers on and provided demonstrations for Cox products and services in home.• Effectively used tools to diagnose and resolve service impacting issues.• Followed appropriate troubleshooting steps to resolve service issues. Show less

  • Learning Technology Sr Analyst

    Mar 2021 - May 2024

  • Learning Technology Analyst

    Mar 2018 - Mar 2021

  • Talent Management & Development Coordinator

    Feb 2015 - Mar 2018

  • Talent Management & Development Specialist (Trainer II)

    Jul 2013 - Jan 2015

  • Talent Management & Development Specialist (Trainer I)

    Jun 2012 - Jul 2013

  • Retail Solutions Educator

    May 2011 - Jun 2012

  • Technical Support & Customer Care Representative (TSR II)

    Jan 2010 - May 2011

  • Technical Support & Customer Care Representative (TSR I)

    Jun 2009 - Jan 2010

  • Universal Home Service Technician

    Jul 2008 - Jun 2009
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  Cleveland Mediation Center

  Sept 2014 - Dec 2014

  Mediation & Marketing Intern

  • Mediate client-client and client-staff disputes as part of the homeless shelter service program.• Market the mediation services and training programs provided by the Cleveland Mediation Center by building community awareness.

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  Lorain County Public Health

  Mar 2018 - May 2018

  Volunteer Coordinator for Lorain Better Block

  www.lorainbetterblock.com• Recruits Volunteers for the Lorain Better Block Event.• Coordinates volunteer duties and assignments.• Ensures all required work is performed in preparation for the Lorain Better Block Event.

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  Cox Enterprises

  May 2024 - now

  Manager, Innovation & Partnerships - HR Technology

  Leading efforts to explore new capabilities, enhance HR through market research and industry partnerships, and pilot innovative programs. Ensuring Cox Enterprises remains at the forefront of new HR technologies and capabilities.