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Challenge: Transform outdated industry terms and word tracks and introduce humanized, customer-centric training-and modernize and diversify delivery modalities.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

Business Project Lead

•  Transformed several macros-enabled processes to Power Query empowered processes: correspondingly increasing completion time by 99% per process and saving a total of 8 hours process time monthly.
•  Redesigned vendor payment process by eliminating paper and reducing cycle time from a 24 hour turn-over to 30 minutes; resulting in 98% efficiency gains.
•  Processes all investment activities accurately and reconciles the accuracy and completeness of activities to the custodian settlement records.
•  Prepares monthly journal entries, account reconciliation, and account analysis.
•  Documents policies and procedures, develops and implements process improvements.

Investment Data Analyst

•	Managed and assisted in $1.5 Billion receivables.
•	Led a process improvement project to reduce invoice reconciliation occurrences and cycle time,  resulted in 80% increase in efficiency and effectiveness.
•	Performed detailed dealer account reconciliations to determine discrepancies and resolve variances.
•	Trained and worked with dealers and JM&A Representatives to ensure all parties are familiar with payment processes and aware of any outstanding and reoccurring balances.

Sr. Account Receivable Specialist

•	Redesigned and streamlined digital departmental procedure system to improve efficiency and support department’s high accuracy rate.
•	Implemented and maintained dealers’ specific product pricing with an accuracy average of 98.7%, exceeding the 96% accuracy requirement.
•	Applied critical thinking in reviewing and analyzing documentation for completeness and compliance with statutory legal agreement and requirements.
•	Successfully completed 2018 Annual Price Change on time and on budget. Activities included updating administrative prices for Service and GAP products and processing most Price Change proposals. Supported various Price Change related projects, eliminating overtime need for the department. 
•	Assisted Operational Accounting, Customer Service, and Field Support department in problem analysis.

Pricing Analyst

•	Pioneered several process improvement initiatives including streamlining the expedite cancellation requests cases and void submission practice resulting in 25% efficiency gained.
•	Coached and mentored Compliance and Researched Specialists when compliance issues are identified.
•	Ensured that cancellations are completed accurately and in compliance with state regulations and guidelines.
•	Collaborated with various departments when compliance is compromised, to ensure timely resolutions.

Quality Assurance Representative, Cancellation Compliance

•	Reviewed and analyzed documentation for completeness and compliance to statutory requirements.
•	Applied critical thinking model and processed cancellation requests based on the cancel parameters provided by each case, giving pro-rated refunds to appropriate parties.
•	Assisted other functions in handling incomplete warranty cancellation requests by conducting research through multiple outlets and communicating with the right parties to ensure process completeness.
•	Multi-tasked and prioritized assignments, supporting management to achieve daily goals.

Clerical Support, Cancellation Compliance

Michaels Stores, Inc.

•	Responsible for executing tasks in the areas of receiving, stocking, and merchandise presentation.
•	Assisted Replenishment Manager in training new associates.
•	Processed sales payments, returns, and exchanges.
•Awarded Loss Prevention Hero certificates in 2012 and 2013 for conscientiously maintaining the highest level of merchandise presentation, decreasing sales shrinkage percentage by 20%

Replenishment Associate

YCIS Shanghai 上海耀中外籍人员子女学校 Yew Chung International School of Shanghai

•	Enhanced filing system resulting in major efficiency gains.
•	Updated in-depth manual operation book, improving HR staff capabilities.
•	Assisted with staff recruitment: scanned resumes, arranged interviews, carried out first round interviews, recorded results.
•	Handled administrative support tasks: domestic and international travel arrangements, maintained database records, orientation proceedings, and temporary staff payroll.

Administrative Officer, Human Resources Division

•	Served as a liaison between departments and operating units in the resolution of day-to-day administrative and operational problems.
•	Established new purchasing system, generating 100% on-time product delivery.
•	Oversaw the production of teacher guidelines, manuals, and booklets, increasing quality and speed by 50 units per day.
•	Helped with language barriers, increasing personnel retention.

Administrative Officer, Support Division

Sekolah Tinggi Pariwisata Trisakti

• Taught Hotel Accounting to first and second year trainees. 
• Developed, prepared and assigned lessons. 
• Corrected homework and graded exams.

Graduate Teaching Assistant, Accounting Faculty

Restaurant en Brasserie de Kelderhof

• Provided consistent, prompt and friendly service.
• Met customer needs and ensured customer satisfaction.
• Assisted kitchen staff in order completion by giving accurate information of client preferences and immediate response upon food call.
• Managed stock service area with supplies such as beverages, food, tableware and linens
• Assisted in training new employees.

Management Trainee

• Facilitated communication amongst 40 students to ensure smooth organization of all aspects of internship
• Prepared and presented reports on internship to Trisakti Institute of Tourism
• Organized welcoming and farewell celebration in the beginning and the end of internship

Internship Team Leader - Hospitality Management Training

Swissôtel Merchant Court, Singapore

• Maintained and took responsibility for the cleanliness of assigned station, including table pieces, side stands and utensils
• Responsible for booking and reservations
• Greeted and escorted customers to their tables
• Made recommendations, explained ingredients and cooking methods upon request
• Assisted Restaurant Manager in closing restaurant

An accomplished professional with experience working in various industries and in a variety of contexts with a proven ability to streamline processes, improve quality, and reduce costs. Passionate about data analysis, process improvement, and team building. Excels at working with cross-functional teams to identify and implement sustainable solutions.

Industry Knowledge: Lean, Six Sigma, Process Flowcharting, Value Stream Mapping
Technical Skills: Microsoft Office Suite
Soft Skills: Communication, Critical Thinking, Analytical Skills, Organizational Skills, People Management and Administrative Skills, Problem Solving, Leadership, Teamwork

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Pooja Bais

Linda Russ, MBA

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