JM Family Enterprises, Inc.

3K+ AUTOMOTIVE DEALER PARTNERS || FINANCE, SERVICE, LEADERSHIP, SALES, COMPLIANCE & SOFT SKILLS TRAINING || INSTRUCTOR-LED, WEB-BASED, VIRTUAL & BLENDED MODALITIES || 

Challenge: Transform outdated industry terms and word tracks and introduce humanized, customer-centric training-and modernize and diversify delivery modalities.

► Played an important leadership role in launching a subscription-based micro-learning and web based learning solutions, delivering on a corporate vision, and driving $500k+ in annual revenue—developing repositories and libraries.

► Led the pioneering integration of Gen-AI and VR for dynamic customer persona creation—enhancing product presentations and driving the sales of new products/services (e.g., the electric vehicle).

► Orchestrated elite sales training modules —skyrocketing post-training sales by 65%+, achieving a 70% learner retention rate, and marking a 52% MoM growth.

►Transformed the flagship F&I skills ILT—wove in VR simulations, prioritized user needs through insightful queries, and streamlined it to a swift web-based format — slashing delivery time by 60%.

► Proactively supported the product development team in designing dynamic multimedia user manual —
bolstering team competencies and leading to further project requests, notable recognition, and subsequent empowerment training for team members to fortify their autonomy.

► Seamlessly blended an array of multimedia components, from instructive videos to immersive simulations —amplifying the depth and richness of the learning journey.

► Developed and presented a vision for learning solutions to prospective C-level clients—opening eyes and minds, proposing a modern, conversational, and customer-centric approach based on competitor and industry trends.

►Partnered closely with SMEs and clients to develop and deliver new learning solutions, ensuring alignmentwith the agreed-upon vision, and incorporating ideas and feedback during regularly scheduled progress checks.

Learning Experience Architect

Ultimate Software

LEARNING DESIGNER || EMPLOYEE LEARNING TEAM || INSTRUCTOR-LED, WEB-BASED, VIRTUAL & BLENDED LEARNING SOLUTIONS

Challenge: Produce, manage, and edit innovative learning content.

► Consulted with program owners and SMEs to identify learning gaps and content requirements, partnering in the development of learning objectives, performance outcomes, and evaluation strategies.

Learning Designer

Forest Bounty LLC

WEB-BASED INSTRUCTIONAL MATERIALS - LOCAL & INTERNATIONAL CLIENTS ||  TRAINING SOLUTIONS FOR POST SECONDARY EDUCATION, HEALTH, CONSTRUCTION, & SALES||

Challenge: Provide instructional design consulting services and build a clientele.

► Built an independent consulting business based on referrals, creating learning solutions for a variety of industries including post-secondary education, healthcare, construction, and hospitality.

► Designed and developed an onboarding training program for an architectural consulting firm, utilizing videos and interactive techniques, and branching scenarios to create engaging and audience-specific content.

►Created online instructional material, eLearning/video storyboards, product
demonstrations/simulations, study guides, scripts, as well as modules for new hires as an
integral part of the onboarding process.

►Provided consulting support to the SMEs in integrating instructional technology in the
design of online courses.

►Provided planning, designing, developing, documenting and evaluation during the
development of new instructor led and online courses.

►Updated outdated courses to contain interactions and engaging layouts with click-to-reveal,
video and slider interactions.

►Evaluated quality, effectiveness and success of online training programs.

► Performed gamification of courses to create better and more exciting courses.

Instructional Designer & E-Learning Developer

Engineering, Old Dominion University

Designed and developed quality advanced interactive education software modules, and elearning programs based on sound adult learning pedagogy and instructional design
practice, for self-study, distance learning, and instructor-led training in multiple delivery
formats.

►Conducted needs assessments and facilitated design sessions with various stakeholders and
SMEs.

►Designed, developed and implemented software training module incorporating
walkthroughs, videos, screencasts and user performance testing using Camtasia and Adobe
Creative Cloud.

►Performed requirements gathering, requirement analysis, and wrote functional specification
documents.

►Participated in regular walkthroughs and review meetings with clients.

►Designed storyboards and and online learning modalities, aligned with course objectives,
using authoring, video editing & design tools such as Flash, 3DS Max, Power Point and
Camtasia.

►Designed & developed e-learning programs to be used in the University's learning
management system (LMS).

►Implemented and evaluated effectiveness of learning solutions.

►Documented user change requests and communicated with users frequently to discuss
impact of change requests and confirmed project priorities throughout development
process.

►Collaborated with SMEs to identify and update course content, graphic images and audio
components.

Instructional Designer & Developer

Designed and developed an inventory management and record keeping database using MS
Access. Designed, developed and implemented software training module incorporating
walkthroughs, videos, screencasts and user performance testing using Camtasia and Adobe
Creative Cloud.

►Performed requirements gathering, requirement analysis, and wrote functional specification
documents.

►Conducted JAD sessions to develop and agree upon a system design that focused on the
users business requirements.

►Participated in regular walkthroughs and review meetings with clients

Database Developer & Instructional Designer

►Assisted project manager through coordinating software development projects from inception to completion.

►Assisted Project Manager with daily duties and review meetings with clients. 

►Created and communicated project status reports to the project manager.

►Developed, maintained & analyzed performance data, and interpreted the insights to the project manager for practical improvements.

►Identified, analyzed and prioritized project risks, and communicated with project manager for developing mitigation strategies.

►Created and updated meeting minutes. 

►Acted as point of contact for clients, and liaison between key stakeholders while keeping in close contact with key project members and decision makers. 

►Employed JAD technique for rapid software development.

►Used interviews and surveys to collect client requirements.

►Reviewed the efficiency and effectiveness of service delivery, and created test cases.

Project Coordinator

Learning Experience Architect @ JM Family | End-to-End Learning Solutions | Global Transformation

With over 10 years of experience in learning design, curriculum development, and multimedia production, I am passionate about creating visually compelling and interactive learning experiences that engage audiences.

I actively gather requirements from subject matter experts (SMEs) to define learning needs, establish consensus on objectives that align with learner outcomes, and swiftly deliver impactful results by implementing programs with agile project management.

Skilled in translating complex technical information into simplified concepts that resonate with diverse audiences. Passionate about incorporating innovative technologies like AI, AR, and generative models to modernize learning modalities and experiences. 

Notable achievements include spearheading digital transformation initiatives, designing subscription-based training products, and boosting sales and revenue through high-impact learning solutions. Excited to bring hands-on experience designing and delivering training in virtual, web-based, and blended formats to reimagining learning.

Pooja Bais

Tata Consultancy Services

In my current role, I'm responsible for analyzing and designing comprehensive technology solutions that address specific business needs. Adding value to role by combining technical expertise, business acumen, and strong communication skills. Collaborating with cross functional teams and working as a team player is the key to winning customer trust and confidence.

Solutions Architect

HCL Technologies

As DWP Practitioner , my role requires research on future technologies/tools/offerings in space of Digital Work place. Shortlisting technology/product enterprises and channelize onboarding. Implementing & maturing the niche offerings in customer spaces. Proven track record in successfully delivering value /ROI to customers. Ability to use data to structure a narrative & translate boiling complex concepts into simple, relatable storylines. Have delivered tangible CX stories/projects. Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered - help measure metrics such as NPS to gauge how the product/service is performing on CX. Liaise with internal teams such as MarCom, product development, account management, finance, UX etc. to ensure that gaps in the customer experience- irrespective of where they occur in the journey - are plugged. As the schedule permits I constantly retrain myself; staying abreast of new technology developments; attending workshops; and subscribing to training sites to stay latest on focus areas.

Techno Functional Consultant - Digital Workplace Practice

As a Service Deliver Manager , I've to maintain positive relationships with customers.
Identifying customer needs and overseeing service delivery within the business context i.e, Value for money services and prepositions to customers.
Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently. Managing finances and budgets & explore options/ways to reduce costs without sacrificing customer satisfaction.

Group Operation Manager

As Operations lead/Manager, my role required SLA/KPI management keeping close watch on Staff productivity. As lead, I was managing USD, GAM, RDS operations. Key roles were IT Operations, Transitions , Knowledge management, Talent grooming, Team Management , cost reduction, deliver value ideas & Service improvements initiatives

Unified Service Desk Lead/Manager

IBM Global Process Services

	One stop shop for all technical and non technical queries related to calls.
	“Floor walking” to share best practises and solve CSE’s queries.
	“Call coaching”   for new batches to boost there quality and to make them aware of compliances and call structure.
	SPOC (special point of contact) for new inductees in the team.
	Conducting team huddle for new joiners to ensure quality performance and to enhance their process knowledge
	Handling Customer Queries (Direct/Escalated).
	Auditing calls and providing feedback.
	Creating & sustaining a dynamic environment that fosters development opportunities & motivates high performance amongst team members. 
	Provide real time support to the Tech Support Agents
	Support partner in achieving high customer satisfaction with limited need for repeat calls
	Taking technical escalations from agents where they are unable to resolve the issue at first point of contact
	Conduct technical product refresher training
	Encourage complete customer management and ownership
	Participate in calibration sessions with quality team and team leader to ensure best practice and key training areas are shared and acted on

Specialist

Focused, passionate and strategic professional, with diverse and accomplished experience of 18 years in Digital Workplace Practice, Service Excellence, Service Delivery, Transition and Transformation with Service Delivery Management

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Pooja Bais

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