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Challenge: Transform outdated industry terms and word tracks and introduce humanized, customer-centric training-and modernize and diversify delivery modalities.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

•	Trusted advisor and liaison to all levels in the organization and newly acquired acquisitions providing guidance and strategies around integration and implementation addressing the critical functional and cross-functional process considerations and interdependencies
•	Served as a cultural ambassador to the broader organization, leveraging the ability to 'connect the dots' between Corporate Development’s teams’ work and other programs' goals and organizational priorities by establishing, maintaining, and coordinating relationships and initiatives between CDO areas and managing communications including weekly team meeting, status updates quarterly/annual planning, and project workflow for CDO and JM Holdings
•	Delivered on acquisition project value propositions by developing the integration strategy, operationalizing that strategy, and establishing repeatable integration practices, templates, communication, and playbooks throughout the integration lifecycle. 
•	Developed Integration Governance model to proactively drive alignment across a diverse set of stakeholder groups, ranging from the M&A team to subject matter experts in various corporate departments and business units including the facilitation of creating dashboards and progress reports for executive consumption
•	Led the integration strategy and planning process execution for three platforms and two tuck-ins with the successful transition of 1200+ new Associates into JM Family
•	Oversaw business operations while facilitating the creating of standards and templates to manage activities such as onboarding, recruiting, monthly forecasts, annual budget, vendor management, and stakeholder management

Director of Corporate Development

•	Led HR’s Service Now phase 1.5 and 2 change initiative with the partnership of the HR COEs, ITS, and Corporate Communication teams to create and implement change management communication, training, and engagement strategies and plans that maximize associate experience, adoptions, and usage with minimized resistance
•	Consulted with the CD Officer on the development of the corporate development capability which included organizational design, talent planning strategies, change and cultural needs to support this initiative.
•	Partnered with external vendors to develop and scale enterprise approach, methodology and framework for M&A Integration
•	Co-built frameworks for organizational diagnosis, organizational assessment, and strategic HR programs tools and resources that align with business strategies, issues or/ problems

Organizational Effectiveness Consultant

•	Led process redesign initiatives, cultivating collaborative, productive and safe environment, while teaching associates’ tools and resources to identify redundancies and gaps to foster their own solutions which delivered customer aligned experiences that are low friction and high value (e.g., COVID-19 Leave, Progressive Disciplinary Action, Drug Testing, and Immigration.)
•	Thought partner to OD/OE during macro, micro, journey management and placement design structure sessions. These sessions focused on driving strategic alignment for realignment and ensuring goals of having fast, frictionless and customer centric experience
•	Promoted to Organizational Effectiveness Consultant

Lead, Process Efficiency Advisor

•	Developed and implemented associate-focused talent management strategies to improve performance of IT department
•	Established workforce strategy framework, skills gap identification model, and “Career Path” analysis for IT teams to better understand roles, responsibilities, and existing capability gaps
•	Partnered with HR and business leaders to develop and standardize IT job roles, flexible work arrangements, and competency training for leaders
•	Managed talent management processes, policies and communications related to IT projects or initiatives to support programs
•	Consulted with EBPO on ways to operationalize their “Knowledge Management” service offering and continue to consult on other services

Lead, ITS Workforce Strategy Analyst

•	Provided process guidance, expertise and mentoring to document and analyze operational processes to improve process effectiveness and efficiency 
•	Identified metrics critical to process management to meet JM Family customer needs
•	Guided development and maintenance for process documentation (models, process documents, reports, etc.)
•	Supported data-based decision-making (e.g., establishing baselines, defect identification analysis, return on investment, etc.)
•	Utilized Lean or Six Sigma tools and techniques to implement an improvement effort
•	Measured progress towards business goals in terms meaningful to customers and management
•	Connected process improvement projects to overall key operational and/or strategic performance measurements
•	Identified, scoped, and prioritized process efforts
•	Leveraged project results and lessons learned to other solution efforts
•	Communicated rationale for continuous process management and improvement to stakeholders
•	Supported and integrated process quality assurance activities

Senior Business Process Analyst, LSS Green Belt

•	Oversight in claim payments and call volume forecasting, planning and scheduling process 
•	Responsible for departmental and staff development, as well as overseeing payment processing to ensure meeting monthly and annual objectives are met. 
•	Technical and business acumen to identify efficiencies and modify and/or development new methods, procedures and approaches toward doing business. 
•	Responsible for change management initiatives when system enhancements occur to minimize any departmental impact. 
•	Worked closely with auditors to identify any process improvement needs and executed plans. 
•	Oversaw training and development for all departmental associates, which includes reviewing Q/A results and identifying opportunities for development and career growth. 
•	Coaching and developing all levels of associates to meet their goals and aspirations to and assist in driving opportunities for career progression.
•	Managing a production environment and with reviewing and re-engineering workflow process.

Customer Service Manager

•	Partner with internal customers to analyze and document areas of efficiency opportunity within the Field Support, Account Acquisition, Dealer Programs, and Dealer Pricing departments. 
•	Lead the assessment and sample of the dealer management process. 
•	Review current policies and procedures to develop plans and make recommendations to improve existing quality standards. 
•	Review and analyze the effectiveness of the implemented modifications. 
•	Ensure all procedures within the company conform to mitigate business risks that are defined as legal, financial and relational risk.
•	Educate the Field Support, Account Acquisition, Dealer Programs, and Dealer Pricing departments regarding the specific requirements of the customer.  
•	Develop reports and analytics to enable effective  training, risks, and efficiency decisions within the Field Support, Account Acquisition, Dealer Programs, and Dealer Pricing departments.
•	Coach supervisor to improve coaching and feedback skills. 
•	Manage associate issues and conflict resolution such as performance management and improvement.
•	Selected to participate in the design of JM&A’s Enterprise Risk Management process.
•	Star of Excellence Winner.

Quality Compliance Manager

•	Responsible for the supervision of 4 FTAs. 
•	Supervised the department's day to day quality assurance procedures in the areas of customer set-up, customer payment, and deal acceptance standards.
•	Assured the procedures conducted by the department established an environment of compliance and operation controls.
•	Supervised and conducted special request operational audits.
•	Compiled and reviewed results in order to develop summary reports and provide recommendedations of efficiencies.
•	Annual Price Change Process Lead.

Quality Compliance Supervisor

•	Responsible for the supervision of 10 FTAs.
•	Responsible for obtaining dealer agreement approvals from all levels within the organization.
•	Worked with customer and various internal departments to identify and implement process enhancements and/or controls to increase accuracy and efficiency.
•	Integral part of Annual Price Change implementation.
•	Oversaw all customer service and research related activities.  
•	Star of Excellence Nominee.

Field Support Supervisor

•	Created and updated department policies and procedures.
•	Processed clear, complete, and accurate program proposals to gather accurate information for profit model, set up, and pricing process.  
•	Responsible for notification and distribution of revised program proposals to finance, set up, and pricing.
•	Trained teams on Oracle Order Entry system.
•	Responsible for training new team members on territory assignments.
•	Processed all customer service and research related activities for sales representatives, regional, divisional, and zone managers.
•	Assisted with the Annual Price Change.
•	Responsible for leading product roll outs.
•	Star of Excellence Nominee.

Senior Account Acquisition Specialist

Spherion

•	Promoted from Billing Analyst to Senior Custom Billing/Payroll Analyst to Custom Billing/Payroll Supervisor.
•	Liaison for all global initiatives providing thought leadership, overall project management and business re-design integration.  Responsibilities included process flow re-engineering focused on critical care accounts and electronic solutions for billing, payment and reporting.
•	Managed and supervised 14 FTAs within a billing, payroll, and audit operational environment. 
•	Administered all customer service and research related activities.  
•	Continually placed emphasis on cost reduction and service enhancement recommendations in order to effect a productive and effective work environment.

Major Account Manager

Director of Corporate Development at JM Family Enterprises, Inc.

With over a decade of professional experience, my journey has been characterized by a passion for driving organizational excellence and process optimization, currently at JM Family Enterprises. My mission aligns with fostering a culture of continuous improvement and strategic growth. My field of expertise in enterprise consulting and process improvement is complemented by my credentials as a Lean Six Sigma Green Belt and Change Management Consultant. I'm committed to leveraging my expertise to contribute to our shared goals and introduce diverse perspectives that enrich our company's approach to challenges.

In my most recent role as Director of Corporate Development, I've acted as a cultural ambassador and trusted advisor, guiding integration strategies for acquisitions and championing change initiatives. My responsibilities included leading cross-functional teams, managing communications, and partnering with stakeholders to drive alignment and support organizational goals. These experiences, paired with my proficiency in team building and enterprise consulting, have equipped me to deliver impactful results and foster a collaborative culture focused on delivering value to our customers and stakeholders.

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