Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Tanuja Thakur

Tanuja Thakur

Eschborn,Hesse

Summary

Versatile and empathetic Training & Change Management Specialist with 15+ years of experience in customer service, corporate training, and user adoption. Expert in designing and delivering impactful learning programs, coaching teams, and driving digital transformation. Proven success in onboarding, upskilling, and continuous education initiatives. Recognised for clear communication, intercultural sensitivity, and a proactive approach to learning and development.

Overview

15
15
years of professional experience
3
3
Certification

Work History

IT Training & Change Enablement Consultant

ATG-ESA
08.2023 - 08.2025
    • - Delivered Microsoft 365 training (Teams, SharePoint, Loop, Copilot, etc.) across ESA establishments
    • - Designed esa365 modules and onboarding programs for ESOC and EAC
    • - Hosted webinars on PowerPoint, Forms, Lists, and more
    • - Facilitated adoption of new tools through targeted training and feature distribution
    • - Participated in advanced Train-the-Trainer programs for Copilot features
    • - Supported organizational change through structured communication and stakeholder engagement

Freelance English Trainer

Berlitz & Private Clients
10.2017 - 08.2023
  • - Conducted tailored English and business communication training for individuals and corporate clients
  • - Delivered career preparation and customer service coaching for professionals in client-facing roles
  • - Designed customised lesson plans based on learner goals and language levels
  • - Supported professionals in improving pitch delivery, clarity, and email etiquette
  • Planned, prepared and delivered lessons on American literature, British literature and grammar to 20/25 students daily.

Business Manager

Wegile
03.2016 - 09.2016
  • - Built strategic alliances and proposed tech solutions to corporate clients
  • - Managed sales forecasting, content writing, and recruitment processes

English Trainer & Performance Coach

IDS Infotech
04.2015 - 01.2016
  • - Trained medical scribes in grammar, Medical English, and client communication
  • - Conducted training needs analysis and delivered targeted refresher programs
  • - Managed batch administration and performance improvement plans (PIPs)
  • - Certified trainees through structured evaluation and level-based assessments
  • Trained and mentored 12/20 new personnel hired to fulfil various roles.

Voice, Accent & Customer Service Trainer

IBM Global
09.2010 - 03.2012
  • - Led training for Sales & Customer Care teams, focusing on voice clarity, accent neutralisation, and customer handling
  • - Conducted call monitoring and feedback sessions to identify skill gaps
  • - Delivered onboarding and continuous education for technical support and customer service executives
  • - Developed grammar and communication modules, including speech therapy and email etiquette
  • - Facilitated refresher workshops and updated training materials regularly

IELTS Trainer & Admissions Officer

Networks
01.2009 - 01.2010
  • - Delivered IELTS and soft skills training for students preparing for international admissions
  • - Counseled students for embassy interviews and supported language development
  • - Participated in seminars and built partnerships with international institutions

Customer Service Representative

Dell International, IBM Global
09.2005 - 12.2008
  • - Handled customer inquiries, resolved issues, and promoted additional products
  • - Delivered high-quality service and contributed to customer satisfaction metrics
  • - Documented interactions and supported process improvements
  • Collaborated with team members to develop best practices for consistent customer service delivery.

Education

Masters - English

Himachal Pradesh University

Bachelors - English (Honors)

Himachal Pradesh University

Air-Ticketing Course -

Institute of Tourism & Future Management Trends

Skills

  • Customer Service Coaching & Performance Improvement
  • Sales & Technical Support Training (New Hires, Refresher Programs)
  • Change Management (Prosci® Certified, ADKAR Model)
  • Microsoft 365 Suite & Copilot Training
  • Webinar Design & Facilitation (Zoom, Teams, Google Meet)
  • English Language & Accent Training
  • Corporate Communication & Email Drafting
  • Team Leadership & Coaching
  • Intercultural Management
  • Knowledge Management & Documentation

Certification

  • - Prosci Certified Change Practitioner – Change Partners Tallinn, Harjumaa
  • Certification in the ADKAR model of change management, focused on guiding individuals and organizations through successful transitions using structured strategies.
  • - Teaching Knowledge Test (TKT) – Cambridge English, Germany
  • Internationally recognized qualification assessing teaching methodologies, classroom management, and language awareness for English educators.
  • - FISH Training Certified – FISH Philosophy Program
  • FISH Philosophy Program Certification in workplace positivity and team engagement, based on four principles: Be There, Play, Make Their Day, and Choose Your Attitude.

Languages

- English – Native proficiency
- Hindi – Native proficiency
- German – Basic proficiency (A2 level)

Timeline

IT Training & Change Enablement Consultant

ATG-ESA
08.2023 - 08.2025

Freelance English Trainer

Berlitz & Private Clients
10.2017 - 08.2023

Business Manager

Wegile
03.2016 - 09.2016

English Trainer & Performance Coach

IDS Infotech
04.2015 - 01.2016

Voice, Accent & Customer Service Trainer

IBM Global
09.2010 - 03.2012

IELTS Trainer & Admissions Officer

Networks
01.2009 - 01.2010

Customer Service Representative

Dell International, IBM Global
09.2005 - 12.2008

Bachelors - English (Honors)

Himachal Pradesh University

Masters - English

Himachal Pradesh University

Air-Ticketing Course -

Institute of Tourism & Future Management Trends

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