Lou is a Human Resources professional with expertise in organization development, learning and development, and employee relations. At Verizon, Lou is responsible for enterprise-wide learning and development including: Leadership Development, Product Training; CS & Sales Skills Training (consumer & business channels); Systems/Process/Policy Training; HR/Compliance Training; Network & IT Technical Training; Tuition Assistance; L&D Systems, Operations & Analytics and online performance support. Lou manages a virtual team of over 900 learning professionals across the globe. Under her leadership, Verizon ranked #11 in the 2019 ATD BEST and has ranked among the BEST for 6 consecutive years. Verizon Wireless/Verizon has also been recognized 12 consecutive years as a Training magazine Top 125 organization, ranking #1 in 2012 and 2013. Verizon was inducted into the Training Top 10 Hall of Fame in 2014 where they remain an active member. Her team has received numerous Brandon Hall Group HCM Excellence Awards annually and ROI Institute Award of Excellence for Best Impact Study in 2013 and 2014. Lou earned a Master of Labor and Human Resources, Master of Science and Bachelor of Science, all from The Ohio State University.
About Verizon Verizon is one of the largest communication technology companies in the world. With over 150 locations, Verizon is a global leader delivering innovative communications and technology solutions that improve the way our customers live, work, learn and play. Founded in 2000, the company operates America’s most reliable wireless network and the nation’s premier all-fiber network, and delivers integrated solutions to businesses worldwide. With brands like Yahoo, TechCrunch and HuffPost, the company’s media group helps consumers stay informed and entertained, communicate and transact, while creating new ways for advertisers and partners to connect.
Topics and questions include:
- How does Verizon define “reskilling”?
- What necessitated the reskilling at Verizon?
- How did store closures impact this decision?
- What was the role of chat and messaging in Customer Service?
- How did you determine who would get reskilled for what roles?
- Did employees have a role in reskilling decisions?
- What did your reskilling learning experience entail?
- What roles did they get reassigned to?
- How long did it take to reskill them?
- How did they do?
- What did you learn from the experience?
We are a human capital management research and advisory firm with more than 10,000 clients globally. For over 25 years, we have been delivering research-based solutions that empower excellence in organizations around the world. Our vision is to inspire a better workplace experience. Becoming a Brandon Hall Group member means our team joins your team. Membership provides a host of resources and services and – most importantly — a seasoned team of thought leaders and client support professionals dedicated to your success.
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If you have questions about our discussion today and would like access to our Women In Leadership Network that provides organizational leaders access to our research library on women in leadership and diversity and inclusion topics, please contact me at [email protected] or visit www.brandonhall.com