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Challenge: Transform outdated industry terms and word tracks and introduce humanized, customer-centric training-and modernize and diversify delivery modalities.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

JM&A Group

Field Development Manager

Finance Specialist

JM&A Group is one of the largest independent providers of finance and insurance (F&I) products in the automotive industry. For nearly 40 years, the company has helped automobile dealers achieve unsurpassed levels of performance. JM&A Group provides more than 3,800 dealerships with a variety of products and services, such as new and used vehicle protection plans, pre-paid maintenance plans and GAP protection programs. Among JM&A Group’s competitive advantages is its robust training and consulting services for F&I professionals, and the company is actively evolving to meet consumer preferences to remain a market leader and a partner of choice.

District Manager

Ricoh Americas Corporation

•	Outbound Sales Calls to existing customers with focus on customer retention and expansion of Ricoh's equipment and Software offerings.
•	Deliver prepared webinar’s to CEO’s or Senior IT specialist with talking points on Data Cost Recovery, Document Workflow, Remote Desktop Monitoring, On-site IT support, Cloud Storage. 
•	Maintains records of account activity within the "RForce" sales database.
•	Hunt for new business to increase Ricoh’s business footprint.

Ricoh Legal Vertical Inside Sales Senior Account Executive

•Proposes the proper solutions to customer by integrating RICOH technologies to include the appropriate front-end solutions, connectivity and hardware.
•Proactively develops new customer contacts, reviews leads, protects territory and participates in increasing revenue stream within current accounts. Actively participates in account reviews.
•With a team of specialists, coordinates the necessary resources to respond to major corporations, vertical markets (e.g. Legal) or a professional institution and exhibits leadership qualities to effectively direct people and projects.
•Meets or exceeds revenue and gross profit expectations.
•Promotes products and represents the company at off-site customer meetings.
•Maintains records of all account activity within sales database.
•Maintains contact lists for each account.
•Serves as first line of contact with customers.
•Performs other duties as assigned.

Account Executive

Ricoh USA Inc

Directs and manages sales activities and performance of the team in a telephone based sales environment. Drives business results by achieving equipment revenue, equipment placements and services growth. Leverages the customer base and champions the expansion of services across the business line. 
JOB DUTIES AND RESPONSIBILITIES: 
•	Responsible for driving sales in the Micro Market customer space with a telephone based sales team approach. 
•	Business to Business Telephone call minimum of 60 calls per day for sales representatives. 
•	Leads, motivates, and coaches the sales team to meet and exceed budgeted sales revenue, gross profit, unit placement, expense and equipment contribution projections while maintaining a high level of customer service. 
•	Plans, coaches, trains and reviews with individual sales representatives their progress in achieving individual and team revenue targets and assist them in their career planning, training and growth; Recommends and facilitates appropriate development opportunities. 
•	Schedules and hosts regular informational team meetings and team-building exercises. Supports and advocates headquarter initiatives. 
•	Manages day-to-day employee relations' issues. 
•	Aligns sales representative's approach and customer understanding with Ricoh's strategic direction. 
•	Facilitates a team-based, inclusive work environment to promote sales across the business line and drive employee and customer retention. 
•	Assists in the recruiting, interviewing, and hiring of sales representatives. 
•	Proactively builds an internal and external pipeline of sales representative candidates and introduces Ricoh's products and services via outreach efforts. 
•	Performs other duties as assigned.

Inside Sales Manager – Technology Business Development

Charter Communications

• Actively and consistently support all efforts to simplify and enhance the customer experience 

Solicits residential customers through door-to-door contact 

Explains products and services available to potential customers and obtains customer orders 

Responds to customer problems and complaints according to established Company policy; follows through to ensure issues are satisfactorily resolved 

Accurately completes all necessary paperwork to support sales activities in a manner consistent with quality control guidelines, including dispositions, sales orders and sales reporting 

Meets established objectives relative to increased sales, yield, completion rates in assigned territories 

Collects and accounts for funds and provides receipts according to Company policy and guidelines 

Maintains a well-informed knowledge base of competitors' activities throughout assigned territory; informs manager of any changing competitive pricing programs or marketing directions 

Attends and actively contributes to sales meetings and training programs 

Performs other duties as requested by supervisor

Outside Sales Representative

HIBU

•Prospecting for new business by identifying and qualifying leads generated from cold-calling, networking, marketing, referrals and lead databases
•Setting appointments with prospective clients and meeting with business owners in their place of business.
•Using interactive laptop tablets, state of the art presentation tools to educate and sell the extensive, progressive Yellowbook suite of available solutions, including yellowbook.com, WebReach search engine marketing, SEO, websites, direct mail, video, printed directories.
•Servicing current clients and expanding current business by understanding clients’ changing needs and making appropriate, innovative marketing, advertising, and media recommendations to strengthen client’s marketplace presence, delivering the pinnacle of customer service.

MEDIA CONSULTANT

AT&T

•	outbound calls sold internet advertising to a variety of businesses, both current AT&T advertisers and non-advertisers (non-billing).
•	Used tools and techniques to facilitate timely, effective communication.
•	Interact with sales operations, customer service, commissions, and publishing
•	Create PowerPoint presentations and Excel spreadsheets to forecast potential revenue for clients
•	Maintain positive relations with customers and resolve customer concerns.
Warm Transfer Elite Sales Team
•	In bound calls only top  5 % of the sales division qualifies (110% to objective)
Internet Retention Team
•	Saved future canceling customers (118% to objective)
New Digital Media Rep 
•	Prospecting for new business for the purpose of selling Internet advertising through face-to-face contact. 
•	Handling an aggressive work schedule of daily sales contacts - ability to prioritize and organize work is critical.
•	Cold calling, networking, and maintaining relationships with local businesses.
•	Visiting businesses to obtain pertinent information about the business itself, potential markets, problems faced in doing business, current advertising and results from it. Discussing role of Internet advertising in attracting new customers and retaining clientele. 
•	Preparing sample visuals and value proving background information, as basis for recommending advertising programs customized to meet the needs of each business. 
•	Preparing forms, letters, and executing contracts.

New Media Consultant

Currently residing in Olathe, Kansas supporting Nebraska, Kansas, and Western Missouri. I support dealers in this market with Talent development and Performance improvement, utilizing a team of associates. We work with our dealer partners to understand their goals and pain points and work together to develop strategies and processes to achieve the goal or solve a problem. We understand the different roles in the dealership, the consumer body, and how to motivate today’s workforce in this ever-changing market.

Inspiring people is what JM&A Group is all about. I am passionate about watching adult learning take place and achieving new heights. People must be challenged daily, and they want to know the score; this is important as most people are competitive by nature. While in my tenure here at JM&A Group, I have coached many “average” or “under” performers, and through their adoption of the training and tools, they become superstars, and their confidence soars. When you help a dealer partner, dealer associate, or anyone get better, that is what is fulfilling; we all want to win, together we do it better!

We are here to help our dealers grow their people, grow their consumer base, and increase the performance of all aspects of the dealership. Our dealers understand we will work hand and hand with their teams to show them how to do a task and follow through with great CSI and low-pressure customer-centric processes. JM&A Group associates have all been in the automotive space and have worked in dealerships across the country; if something is working, we will let you know, and we also let you know when something can be optimized. Most importantly, we listen to your goals, understand your markets, and want to help you have the best performing dealership possible no matter what the economy. 

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The Battle

Pooja Bais

Kenneth Liddell

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