Lucy Gros, Ma, Lpi, Kcs Email & Phone Number

Santa Barbara, Ca, Us

Board Member, USC, Customer Experience Human Capital and Leadership Consultant Facilitator of Leadership Development Courses: DiSC, 16 PF, Crucial Conversations, Sit Lead IILearning Strategist Talent Management Strategist Change Management Organizational Interventionist General Human Capital Consultancy

Real Estate Investment Renovation Rental Property Management

Santa Barbara, California, Us

Conducted an in-depth needs analysis, gained stakeholder support to develop and deliver a company-wide roll out of product training and customer experience delivery models. Employee time to proficiency decreased and positive mentions of training and content increased in customer sentiment. Lead the digital transformation of customer education by researching and procuring an LMS platform. Designed and developed our digital product training curriculum by customer segment. Customers rate our content 5/5 90% of the time, we also boast an above SaaS industry average for course completions. Owned and managed the Help Center, a digital knowledge database of thousands of troubleshooting articles, FAQs, and product training content. Increased traffic from 54% to 75% of users using these tools before contacting support. Owned and managed our peer to peer online communities. Increased enrollment by 70,000 users, and increased engagement 167% in 2021. Implemented AI bot to provide self-service as an option in the Help Center resulting in a 25% decrease in cases submitted for support. Creating first contact resolution and saving over 1 Million in operational expenses.

Goleta, Ca, Us

Support Omni Channel President and senior leadership team through strategic communications and business process strategies Create ways to take strategy and ideas to tactics that are operationalized through management of content, information and process to the appropriate people at the right timeDrive sales and service through specific messages and training materials created to execute a premium brand experience Produce annual meetings activating corporate and omni strategies Drive communication channels to effectively disseminate information to regionally dispersed staff

Goleta, Ca, Us

Support leadership in successfully executing on our direct to consumer retail and Omni-channel approach to customer experience in a luxury brand market. Provide onboarding & developmental experiences for leadership roles in our concept and outlet store. Provide consultation and execution support for learning and development initiatives for Omni channel business partners across the globe. Support Human Resource Business Partners in Brands, Direct to Consumer and e-commerce with ensuring a pool of ready now candidates available and mobile to support a rapid global expansion strategy.Develop distinctive courses that allow learners to immerse themselves in material that allows them to recall relevant information on the job.Maintain retail training scorecard/dashboard and manage a quality control process to validate the effectiveness of training courses and suggest improvements.

Chicago, Illinois, Us

Strategic Executive DevelopmentTalent Management Succession Planning Business Impact Analysis

Deerfield, Il, Us

Develop complex learning and development solutions, independently and with collaboration with Team Leads and Group Managers. Field requests from clients, conduct assessments, design and implement solutions.Provide assistance to the junior consultants on projects including e-learning, instructor-led courses, job aids, web-based documentation, learning games and activities, and multimedia and blended learning solutions designed to enhance, improve or develop performance, behaviors, and effectiveness.Create new computer based and web based programs, job aids, assessments and evaluations.Serve as a backup to deliver training.

Westchester, Illinois, Us

Leverage human resource and organizational metrics to enhance corporate decision making and performance. Compose a new strategic balanced score card of human capital metrics to track progress and provide supportive information attracting and retaining talent, development of internal talent, translation of talent and development into productivity and driving human resource value with superior delivery of services. Determine success and failure rates of developmental and training penetration for targeted and key positions.Keep track of progress made on objectives and programs to keep a focus on organizational initiatives.Use organizational strengths to the best advantage as well as enhance the ability to see opportunities.

Chicago, Il, Us

Develop business standards of practice, policy and procedure structures and provide performance management. Resulting in increased productivity and organizational effectiveness contributing more personnel and monetary resources to accelerate mission achievement for low-income, high-potential women in Chicago Public High Schools.Assist in the full cycle training process implementing ADDIE model. Collaborate with Executives, Board Members and Directors to create on-board as well as developmental training and executive coaching aligning with organizational goals to enhance effectiveness toward strategic intent.Ongoing program research and evaluation including internal communication plans to ensure program impacts on business objectives and goals for educational scholarships. Manage intern program. Serve as organizational support to interns to help continually improve and build on program initiatives.

Chicago, Illinois, Us

Assist in research projects from conception to implementation including applying for IRB (research review board) approval for research using human subjects.Develop a software interface using a program data collection system shell for collection and analysis of participant response data. General support for faculty and graduate students in research and analysis activities.

Chicago, Illinois, Us

Conduct focus groups, behavioral interviews and survey. Determine talent specific developmental needs as well as development of programs for continuous organizational development. Research, develop and evaluate training to result in improved communication, enhanced leadership, and better use of resources all leading to higher customer satisfaction scores and increased profits organization wide. Facilitate training for all level employees with varying delivery methods including instructor led and online facilitation aligning with organizational goals and values. Resulting in improvements in performance ratings and goal attainment.Employee relations administration including recommendations for resolution of employee related problems using standards, practices and procedures as benchmarks for decision making.

Master Of Arts - Ma, Industrial And Organizational Psychology

Bachelor Of Science, Psychology