Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Timeline
Generic

Lincy Thomas

Sunnyvale,CA

Summary

Highly knowledgeable and skilled Learning And Development Specialist has excellent presentation and facilitation skills with interpersonal skills and strong abilities in Leadership, designing, conducting, and implementing training and educational programs and Onboarding New Hires for Global audience. Diligent Project Coordinator, high emotional intelligence with a strong grasp to provide an analytical but human approach. Has superior Customer Service Training skills, Content Creation and thorough knowledge of Adult Learning Theory and best training program practices. Certification through Scottish Qualifications Authority as a Certified Soft Skills & TTT Trainer, Certified Agile Project Management and more than 6 years of Learning and Development Specialist, Facilitator and Training specialist experience.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Global Training Facilitator/ WWL Onboarding

Microsoft
11.2022 - 02.2023
  • Global Functions and Global Delivery
  • Process Improvements on Customer Support
  • Facilitating the community connections (meeting new hires) and conducting activities
  • Facilitating Tools Training- Practice labs
  • World Wide Learning Onboarding Programs
  • Facilitating Sessions on CSAM check in call, Customer success delivery, Customer success planning, Customer relationship mapping
  • Deliver high-quality learning experiences that enable Microsoft Sales staff to serve customers and partners and working with colleagues globally to deliver consistent Sales training experience
  • Change Management- Worked on developing processes which could easily be scaled at any stage by incorporating feasible changes
  • Project Coordinator
  • Responsible for training/facilitation of World Wide Learning On boarding, tools, Community connections, general assembly content and facilitation
  • Responsible for training/facilitating breakout content and activities, conducting group discussions and providing directions in breakout groups for Global audience
  • Ensure the program is up to date and cater to the learning need to new hires
  • Keeping track of day schedule, and track of chat for questions for general assembly placing/instruct attendees into breakout groups when needed in conjunction with the moderator
  • Maintain and updating the content according to the training schedule and Time zones
  • Interacting with the participants virtually and verbally via- Share point and Teams
  • Monitor timing on the back end for production purposes
  • Pasting links and information at designated times
  • Monitor timing on the back end for production purposes
  • Conducting ice breaker activities
  • Collecting Feedbacks of the session

Soft Skills Trainer/L&D Specialist

Hewlett Packard Enterprise
11.2021 - 09.2022
  • Planning and Delivering customized training programs for Leadership
  • Evaluated and assessed communication between customer/client, and engineers on Salesforce Tool
  • Onboarding New Hires
  • Training on LMS tool, ServiceNow tool Navigation
  • Design and develop training programs and materials tailored to customer service
  • Create engaging and interactive training modules, presentations and resources
  • Deliver training through various methods, including in-person, virtual, and e-learning formats
  • Train team members in customer service best practices, including effective communication, problem-solving, and empathy
  • Assess and evaluate the performance of team members during and after training sessions.
  • Maintain records of training materials, attendance, and performance evaluations
  • Trained over 1000 Engineers
  • New Hire Trainings & Soft Skills Training
  • Change Management
  • Compiled interview questions and conducted in-person or video call interviews with shortlisted candidates
  • Evaluating applications and screening candidates via calls, as well as facilitating pre-interview assessments
  • Conducted campus grads interviews
  • Developing hiring strategies and procedures in line with industry trends, as well as keeping informed of advancements in the field
  • Project Coordination
  • Completed post trainings assessment and submitted evaluative reports to business
  • Conducted UAT and assessed on soft skills parameters
  • Provide constructive feedback and recommendations for improvement.
  • Audit calls/emails of existing resources in the team
  • Creating and designing soft skills bytes/mailer monthly/weekly basis
  • Generate reports and summaries of training programs and their impact on team performance

Soft Skills & Customer Service Trainer

Tech Mahindra Limited
11.2019 - 05.2021
  • Facilitating Cultural Training for existing employees and New Hires
  • Process Training
  • Event Management and arranging for training materials, handouts etc.
  • Conduct training sessions, workshops, and seminars for customer service and sales teams
  • Deliver training through various methods, including in-person, virtual, and e-learning formats
  • Ensure that team members have a deep understanding of the company's products or services
  • Train team members in effective communication, problem-solving, and empathy.
  • Provide sales training, including sales techniques, objection handling, upselling, and cross-selling strategies
  • Stay updated on industry trends, product knowledge, and best practices to continually improve training programs
  • Communicate with internal and external Vendors
  • Organizing and hosting Award functions/events
  • Change Management- Worked on developing processes which could easily be scaled at any stage by incorporating feasible changes
  • Trained and mentored 25 new personnel hired per week to fulfill various roles
  • Trained over 2000 employees
  • Managing the entire Onboarding Process and Programs
  • Offer guidance on providing exceptional customer experiences
  • Creating content and generating ideas that align with the business and client requirements or training programs
  • Circulation of effective mailers to create awareness on the production floor, regarding product process changes & upgrades culture of the client
  • Monitored growth and development of individual soft skills
  • Monitored outcomes and general level of success of training by call and chat audits and follow up sessions and reported findings to management
  • Liaising with internal departments to determine recruitment needs.

Training and Onboarding Specialist

Tech Mahindra Business Services
01.2019 - 10.2019
  • Coordinate with hiring managers to identify staffing needs
  • Onboarding New Hires
  • Conduct interview for sales process, on sales techniques, objection handling, upselling, and cross-selling strategies.
  • Assessing candidates with their voice and accent
  • Conducting first round of interviews based on voice and accent
  • Training the candidates for Versant Test
  • Train the candidates about accent and pronunciations.
  • Managing Applicant Tracking System
  • Call Evaluation for each and every candidate who clears the Voice and Accent test
  • Assess the candidate over call listening and select or reject based on their Voice, Accent, Grammar and pronunciations
  • Analyzing breaches on Versant call
  • Updating call data for every candidate after Versant on the Applicant Tracking System
  • Conducting campus drives to assess the communication skills

IMAGE CONSULTANT & SOFT SKILLS TRAINING

Freelancer
01.2018 - 12.2018
  • Providing image consulting and soft skills training services, conducting workshops and seminars, assisting senior trainers, handling customer complaints, event management

ADMINISTRATIVE ASSISTANT TO THE GENERAL MANAGER

Trident/Oberoi Hotels
06.2017 - 12.2017
  • Managing the onboarding process and programs, offering guidance on customer experiences, creating content, monitoring growth and development of soft skills, coordinating with hiring managers, conducting interviews, training candidates, managing applicant tracking system

Education

PGDBM - HRM Ongoing

NMIMS University
06.2022

BBA - Business Management

Vidyalankar School Of Information Technology
Mumbai, India
03.2017

Skills

  • Industry Knowledge - Change Management, New Hire Trainings, Presentations, Creativity, Vendor Management, Induction Programs, Corporate Trainings, Leadership Training, Scheduling, Project Coordinator, Hosting corporate Award events, Talent Management, Onboarding Programs, Learning Management Systems, Public speaking, Training and Development, Event Management, Process Training, Online Training experience, E- Learning, Good knowledge of Adult Learning Theory and best practices
  • Technical Skills - PowerPoint, Word, Excel, Canva, Articulate storyline 360, Power BI, ChatGPT & AI, Salesforce tool
  • Soft Skills - Accountability, Active Listening, Organizing, Growth Mindset, Excellent managerial interpersonal & Communication, Teamwork, Problem Solving, Empathy, Decision-Making, Leadership, Behavioral Training, Presentation Skills, Facilitation Skills, Good technical writing abilities

Affiliations

  • ENTREPRENEURSHIP SUMMIT 2016 BY IIT BOMBAY - Guide: Pallavi Agarwal PRE –EUREKA BUSINESS PLAN WORKSHOP 2015 BY E-CELL, IIT BOMBAY - Guide: Rohit Lalwani
  • PRE –EUREKA BUSINESS PLAN WORKSHOP 2015 BY E-CELL, IIT BOMBAY - Guide: Rohit Lalwani

Certification

Agile Project Management - 2023

  • MindsparQ - Crystal Richards

Facilitating Successful Hybrid Meetings - 2023

  • Coach - Deborah Grayson Riegel

Skill Nation- 2023

  • Business Intelligence using PowerBI
  • Certified AI, ChatGPT & MS office Expert

IMAGE CONSULTING BUSINESS INSTITUTE - Dec 2017

  • Professional diploma in Soft Skills Training
  • Certified TTT Trainer accredited by NATIONAL BOARD OF EDUCATION AND TRAINING
  • SCOTTISH QUALIFICATIONS AUTHORITY Accredited Soft Skills Trainer

DALE CARNEGIE TRAINING - 2015

  • Executive excellence - Guide: Mrs. Karen Kane

Secrets of Body Language - 2020

  • Vanessa Van Edwards, Science of People

Timeline

Global Training Facilitator/ WWL Onboarding

Microsoft
11.2022 - 02.2023

Soft Skills Trainer/L&D Specialist

Hewlett Packard Enterprise
11.2021 - 09.2022

Soft Skills & Customer Service Trainer

Tech Mahindra Limited
11.2019 - 05.2021

Training and Onboarding Specialist

Tech Mahindra Business Services
01.2019 - 10.2019

IMAGE CONSULTANT & SOFT SKILLS TRAINING

Freelancer
01.2018 - 12.2018

ADMINISTRATIVE ASSISTANT TO THE GENERAL MANAGER

Trident/Oberoi Hotels
06.2017 - 12.2017

PGDBM - HRM Ongoing

NMIMS University

BBA - Business Management

Vidyalankar School Of Information Technology

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