Gideon Tayenjam
Global Senior Soft Skills Trainer
Bangalore,KA
Summary
Experienced Global Senior Soft Skills Trainer at Sophos Technologies, focused on developing training programs that significantly enhance communication and emotional intelligence. Strong background in training needs analysis and curriculum design, resulting in notable improvements in learner engagement and training outcomes across multicultural groups.
Overview
18
18
years of professional experience
3
3
Certification
Work History
Global Senior Soft Skills Trainer
Sophos Technologies Pvt. Ltd.
Ahmedabad
08.2024 - Current
- Designed and delivered global soft skills training programs for diverse, cross-cultural audiences across regions (APAC, EMEA, AMER), supporting Sophos’ business and people development goals.
- Facilitated instructor-led and virtual training sessions on communication skills, presentation skills, emotional intelligence, collaboration, leadership, customer engagement, and workplace effectiveness.
- Customized learning content to align with cybersecurity industry needs, organizational values, and role-specific competencies (technical, support, and management teams).
- Partnered with HR, L&D, and business stakeholders to conduct training needs analysis and define learning objectives.
- Developed engaging learning materials, including facilitator guides, participant workbooks, simulations, role-plays, and assessments.
- Delivered training across multiple formats (live virtual, classroom, blended learning), ensuring high learner engagement and measurable outcomes.
- Coached employees and leaders through one-on-one and group coaching sessions to improve communication effectiveness and professional impact.
- Measured training effectiveness using feedback, evaluations, and performance metrics, and continuously improved programs based on insights.
- Supported global onboarding and enablement initiatives to accelerate employee readiness and productivity.
- Adapted facilitation style to suit multicultural audiences, ensuring inclusive and psychologically safe learning environments.
- Maintained strong expertise in adult learning principles, facilitation techniques, and experiential learning methodologies.
- Acted as a trusted advisor to stakeholders on behavioral skills development and change management initiatives.
Knowledge Management Specialist
Accenture Solutions Pvt. Ltd.
Bangalore
06.2018 - 07.2024
- Partnered with global offering and learning leads to designing and curating communication skills training content aligned with industry needs and business priorities.
- Collaborated with stakeholders and internal clients to identify learning agendas, communication gaps, and key capability-building initiatives.
- Designed structured communication skills interventions, including collaborative activities, and practice-based learning aligned to business goals.
- Worked closely with internal technology teams to create and maintain user-friendly learning and collaboration pages, ensuring accessibility and relevance for the target audience.
- Created and managed learning forums and collaboration spaces to enable knowledge sharing, peer learning, and best-practice exchange.
- Delivered virtual soft skills and communication skills training for team members and global counterparts.
- Managed and facilitated web-based and online training programs (WBTs) to support scalable learning.
- Promoted training programs through internal collaboration platforms, and in partnership with global learning leads, to drive engagement.
- Tracked and analyzed training participation, content usage, and collaboration metrics, using insights to improve learning effectiveness and reach. Promote training and learning via internal collaboration tools or by leveraging global leads.
Instructor Specialist
Accenture Solutions Pvt. Ltd.
Bangalore
04.2015 - 05.2018
- Assessed communication skill gaps for new hires and existing employees through training needs analysis (TNA), and performance insights.
- Designed structured communication skills training interventions, including verbal and written communication, aligned with business and client expectations.
- Developed training plans, curricula, and learning content based on identified skill requirements.
- Delivered communication and behavioral skills training for new hires and tenured employees.
- Conducted Train-the-Trainer (TTT) programs to enable trainers with effective facilitation, classroom management, and communication techniques.
- Managed and coached a team of trainers responsible for onboarding and capability development of new hires.
- Provided cost-effective trainer enablement sessions to ensure consistent training quality, and scalability.
- Monitored CSAT and training effectiveness metrics for assigned accounts, and aligned interventions to improve learner and client satisfaction.
- Identified bottom-quartile performers, designed targeted communication skills improvement plans, and delivered focused coaching and retraining.
- Continuously refined training programs based on feedback, performance data, and business outcomes.
Dy. Manager - Voice & Accent and Quality
Cyberoam (Sophos) Technologies Pvt. Ltd.
Ahmedabad
08.2014 - 03.2015
- Conducted a training needs analysis (TNA) to identify communication skill gaps aligned with business and client requirements.
- Designed communication skills training plans and content based on identified learning needs.
- Led and supported the training team, ensuring consistent delivery of high-quality communication skills interventions.
- Monitored and improved CSAT and training effectiveness metrics, aligning communication training outcomes with business expectations.
Voice and Accent Trainer
iGATE Global Solutions Pvt. Ltd.
Bangalore
04.2010 - 10.2013
- Assessed communication and customer interaction skill gaps for new hires supporting North American customers.
- Designed and delivered voice and accent training for the engineers, especially for the countries of Canada and the U.S.A.
- Business culture and telephone etiquette training aligned with customer expectations.
- Trained new hires on effective customer handling and professional communication skills for live customer interactions.
- Monitored, recorded, and live customer calls to evaluate communication effectiveness and service quality.
- Provided structured feedback and coaching plans for engineers, focusing on specific areas of communication improvement.
- Conducted one-on-one and group coaching sessions to reinforce learning and improve on-the-job performance.
- Partnered with recruitment teams and participated in the hiring and evaluation of potential candidates, assessing communication and customer readiness.
Escalation Officer
Convergys Services Pvt. Ltd.
Bangalore
09.2007 - 04.2010
- Analyzed escalation and critical customer interactions to identify communication gaps impacting customer satisfaction.
- Designed and delivered call handling and soft skills training for existing agents, based on escalation trends and quality insights.
- Handled escalation calls and high-risk customer scenarios, providing real-time communication support to protect the customer experience.
- Partnered with supervisors and managers to manage critical cases requiring leadership intervention from a customer satisfaction perspective.
- Conducted weekly quality huddles to review communication best practices, common errors, and areas for improvement.
- Supported quality score improvement initiatives by aligning communication training with quality and CSAT expectations.
Education
Master of Theological Studies - Greek, Theology and English
Baptist Seminary of South India
Bangalore, Karnataka01.2006
Bachelor of Theology - Greek, English and Psychology
Northeast India Baptist Bible College & Seminary
Bangalore, Karnataka01.2003
12th Grade - Science
Liberal College
Imphal, Manipur01.2000
Skills
- Soft skills and effective communication training content design
- Training needs analysis (TNA) and capability assessment
- Curriculum development and learning path design
- Scenario-based learning and simulations
- Virtual and instructor-led facilitation
- AI prompt engineering training for engineers
- Coaching, feedback, and performance improvement
- Emotional intelligence, empathy, and behavioral change
- Verbal, written, and business communication
- Assertive communication and conflict resolution
- Cross-cultural and customer communication
- Stakeholder, client, and people management
- Training effectiveness and impact measurement
Certification
* Counseling and Training Certification by BSSI.
* Neuro-Linguistic Programming (NLP) Certification – NLP, Goa.
* Accenture Internal Voice and Accent (V&A) Certification – by Accenture.
* Neuro-Linguistic Programming (NLP) Certification – NLP, Goa.
* Accenture Internal Voice and Accent (V&A) Certification – by Accenture.
Personal Info - Description
Global soft skills and communication trainer with extensive experience designing and delivering training programs across multicultural teams, skilled in communication, emotional intelligence, leadership, and behavioral skills development, with expertise in Train-the-Trainer programs, AI prompt engineering, and scenario-based learning
Raised in a multicultural environment, I promote inclusive learning environments and am committed to transforming lives through learning, mentoring students, youth, and professionals in career readiness, soft skills, and digital enablement, recognized with global awards for training excellence, employee enablement, and client satisfaction
Languages
English
Native
Native
Greek
Upper Intermediate (B2)
B2
Hindi
Elementary (A2)
A2
Accomplishments
* Global Support Services Excellence Award, Sophos (2024) – Recognized for delivering impactful global soft skills and communication training programs across multicultural teams. * Employee Enablement Excellence, Accenture (2017) – Awarded for designing and mentoring trainers through Train-the-Trainer (TTT) programs, enhancing training quality and scalability. * Outstanding Trainer Award, iGATE (2011) – Honored for delivering high-impact communication and soft skills programs to global audiences. * Customer Satisfaction (CSAT) Champion, Convergys (2009) – Achieved top client feedback scores by driving excellence in soft skills training and customer handling initiatives.
Affiliations
* Mentored students and youth on communication, emotional intelligence, and leadership skills. * Delivered career readiness and soft skills workshops for underprivileged communities. * Facilitated women’s empowerment and professional confidence-building programs. * Conducted AI literacy and prompt engineering sessions to enhance employability.
Timeline
Global Senior Soft Skills Trainer
Sophos Technologies Pvt. Ltd.
08.2024 - Current
Knowledge Management Specialist
Accenture Solutions Pvt. Ltd.
06.2018 - 07.2024
Instructor Specialist
Accenture Solutions Pvt. Ltd.
04.2015 - 05.2018
Dy. Manager - Voice & Accent and Quality
Cyberoam (Sophos) Technologies Pvt. Ltd.
08.2014 - 03.2015
Voice and Accent Trainer
iGATE Global Solutions Pvt. Ltd.
04.2010 - 10.2013
Escalation Officer
Convergys Services Pvt. Ltd.
09.2007 - 04.2010
Master of Theological Studies - Greek, Theology and English
Baptist Seminary of South India
Bachelor of Theology - Greek, English and Psychology
Northeast India Baptist Bible College & Seminary
12th Grade - Science
Liberal College