Build skills, competencies, and leaders for the future and drive end-to-end ownership of talent development strategies across Gap Inc.• Develop and implement an end-to-end approach to identify talent development needs and implement modern learning solutions for all employees within Gap Inc.• Lead a team of learning consultants, instructional designers, and instructor-led/eLearning facilitators to deliver learning to employees across Gap Inc.• Create and maintain governance learning solutions for functional skill building, leadership, compliance training, and ad hoc learning for all Gap Inc. employees – headquarters, upper field, stores, supply chain, contact centers, distribution centers, etc.• Liaison with stakeholders across talent management, HRBPs, and business leaders to identify learning needs and create annual roadmaps for curriculum development and training delivery.• Partner with HR Technology to ensure all training is housed on learning platforms.• Create talent development scorecards and dashboards for data-driven insights on the impact of all learning and development programs across Gap Inc.• Improve efficiency of talent development programs year-over-year – driving continuous improvement across all talent development delivery.• Lead cost optimization activities to drive efficiency and service delivery of talent development for Gap Inc.

Lead a global team responsible for delivering a learning and people strategy focused on frontline employees, professional individual contributors and leaders. Design people programs to drive business results to create a competitive advantage for the organization. Utilize organizational design, performance management, project management, OCM methodologies, cross-functional partnerships, technology and instructional design expertise to deliver relevant and effective learning solutions to produce maximum goal achievement.

Topic: The Gap Automates and Transforms Retail Processes with Lightning FlowContent: See the same flow from both Self-Service and Agent Console handle out of policy exceptions and watch it contact a 3rd party integration for return processing! Leverage the power of Service Cloud, Lightning Flow, Lightning components, and Communities to optimize contact center processes. We'll explore how to provide an intuitive, omni-channel-enabled interface for both agents and customers to streamline case resolution for one common call driver in the Gap's retail contact center returns and exchanges.

Shared expertise while speaking at two sessions for Salesforce’s Dreamforce conference. Topic: “How Gap Made Winning With Customer Service Their New Normal” Content: Discussed Gap’s journey through a customer engagement transformation leveraging Salesforce to power our Service, Commerce and Marketing initiatives. In this session, I shared the importance of personalizing Service across every channel and leveraging incredible partnerships to fuel our technology transformation. Also discussed best practices for leading organizational transformation including mobilizing our entire workforce to embrace these new customer engagement solutions.