Pam Morris Email & Phone Number

Somerville, New Jersey, Us

We are the industry global leader in pharmaceutical, life sciences and commercial technology training. Our mission is to craft custom engaging learning experiences that yield best-in-class adoption rates. We provide legendary service and innovative solutions. As trusted advisors, we succeed when our customers succeed.

Somerville, New Jersey, Us

LPW Training Services is the industry leader in Pharmaceutical and Life Sciences technology training. Our full-service training services includes project management, as well as content development and delivery across a variety of learning platforms!

Led design and development teams to deploy innovative and effective corporate training solutions. Specializing in change management, communications, and learning plans.

Atlanta, Ga, Us

Drove customer satisfaction and loyalty across all services including The FMLS Institute of Training, specialty on-site training, technical help desk, customer care center, satellite retail centers, social media & communications team and new member services. Delivered all internal training for new hires and employee talent development. Led multiple teams of 35+ employees (some remote) serving 35K+ customers. Set company-wide goals and objectives as a member of the Executive Team and Vision Team.• Spearheaded successful change management efforts of over 30 new technology systems implementations and numerous software enhancements for 35K+ end-users, trainers, and customer service help desk technicians. Led large-scale training implementations to drive best practices and positive outcomes.• Founded and served as the Director of The FMLS Institute of Training, which allowed learners to earn continuing education credits from the Georgia Real Estate Commission. Developed all of the curriculum and established performance metrics for each initiative. Grew the institute from inception to serve nearly 20K learners per year, becoming one of the largest GA continuing education institutes in the industry.• Co-chaired annually the Southeast’s largest residential real estate tradeshow, with over 160 vendors and booths, 3 presentation theatres, on-site training programs and educational opportunities. Co-managed all aspects of the show including 160 booths, attendee ticket sales, floorplan, and recruitment of nationally recognized speakers such as Senator Johnny Isakson and syndicated financial columnist Ilise Glink. Increased attendance and profitability year over year.• Featured speaker and facilitator for COVE Communicators Conferences, an industry think tank, and other national and state associations and conventions.• Awarded Five Star Circle of Service Award for exemplary leadership, initiative and innovative thinking, bestowed to only 3 individuals out of 15K.

Atlanta, Ga, Us

Led multiple teams of 30+ employees (some remote) across all customer facing departments which included a training team of 10 trainers and instructional designers who trained 19K+ clients per year as well as all internal new hires and employees on a wide variety of software and business skills courses; 10 high performing customer service help desk technicians; and up to 11 remote customer service staff. Directed the assessment of business needs by collaborating with cross functional project teams and SMEs to create course content and define course structure delivery methods with the optimum adult learning experience and greatest knowledge transfer by following the ADDIE model for custom technical training solutions. Coached and conducted internal training for professional career and talent development and succession planning. Reviewed and evaluated the effectiveness of the courses, instructors, and methodology as needed. • Co-created with internal IT Director a proprietary learning management system (LMS) which streamlined our student enrollment and tracking, course curriculum, and content management, allowing better resource allocation and continuous improvement to our training products.• Launched on-demand learning for new e-learning initiative.• Recognized for creating a positive company culture through benchmarking Disney’s approach and standardizing all customer touch points by establishing a service theme and service standards resulting in higher customer satisfaction ratings, employee retention and productivity. • Maximized field personnel ROI, resulting in additional revenue within under-performing markets.

Atlanta, Ga, Us

Managed a team of 10 Help Desk Technicians and a team of 5 Trainers and 1 Instructional Designer. Developed and trained a wide variety of software and business skills classes for real estate sales professionals. Created courses with the optimum adult learning experience and greatest knowledge transfer by following the ADDIE model. Assess the end user's current knowledge and work with SMEs to design courses around the significant business objectives. Developed course materials with the appropriate delivery mechanism, ILT, Webinar or self-guided eLearning. Conducted Train-the-Trainer sessions to ensure uniform implementation of each course. Review and evaluate the effectiveness of the courses and Instructors as needed. • Significantly improved customer satisfaction in 6 months. Created SLAs and formal processes for the Help Desk team, including implementation of a call tracking system and knowledge base.• Launched 3 new satellite service centers which provided training, lockbox and key services and a retail store.• Expanded delivery models to include webinars, seminars, on-demand learning videos, knowledge base in addition to the Instructor-led, hands-on courses and workshops.• Created dedicated departments for Training and the Customer Call Center by establishing performance metrics, new support infrastructure and systems.

Ensured customer satisfaction across all service components in supporting the CRM system for Novartis’ 7,000+ sales representatives. Service components included Account Team, Training, Help Desk, Data Center, Product Support and Hardware Services. Key point of contact for customer and all new project requests. Anticipated impacts to daily production processes, documented impacts and notified all service components to assure seamless project execution while maintaining daily production delivery. Defined, reviewed and delivered on SLAs. Streamlined, staffed, organized and delivered the on-going monthly new hire on-boarding training classes.• Established excellent 3+ year client relationship by managing expectations, promptly addressing questions, providing weekly project update reports/meetings, and presenting the monthly service report.

Managed all aspects of training implementation projects for new CRM systems and other business applications. Training projects including new-hire and refresher training for leading pharmaceutical’s sales forces in the US, Canada and the UK ranging from 500 to 7,000 sales representatives. Collaborated with cross functional project teams and SMEs to define course structure, content and delivery methods for custom CRM training solutions. Responsible for assessing, selling and producing optimal training solutions for client’s new technology. Managed the client expectations, project deliverables, budget, and training personnel. Conducted instructor-led training, facilitated training, and led T3s. Aligned the client’s business vision, objectives and policies into course(s) designed to address a sales learner’s characteristics, best practices as well as to reduce help desk center calls.• Proposed, developed and implemented an average of $1.1 million in training projects annually while consistently delivered on-time and within budget. Successfully created solutions for time, cost and logistic challenges, while identifying additional training opportunities throughout the project.