Gincy Thomas

Authored and maintained self-help and user assistance documentation using MadCap Flare and GitHub, improving customer experience and content governance; partnered with Product, UX, and Engineering to close documentation gaps through user research and peer reviews.

Created and refined product documentation, conducted content audits, and delivered release notes and feature guides via Document360, improving documentation structure and alignment with brand standards.

Managed and published enterprise software documentation using MadCap Flare and Confluence; trained and mentored new writers and improved online help usability to enhance end-user accessibility.

Developed release notes, admin and user guides using MadCap Flare and FrameMaker, taking end-to-end ownership of documentation and aligning content with product specifications and Agile sprint cycles.

Authored user and admin guides, published end-user documentation via Zendesk, and audited existing content to identify gaps and improve usability for software releases.

Developed operating manuals, how-to guides, and FAQs using MadCap Flare, standardizing content and updating documentation to support internal business operations and improve consistency.

Coached agents on communication and customer service skills, developed training materials and e-learning modules, and maintained performance dashboards to improve NPS and C-SAT outcomes.

Completed a Postgraduate Diploma in Aviation & Tourism Management focusing on industry-specific management principles and operations.

Completed a Bachelor of Arts (Honours) program in Political Science with coursework covering modern political theory and comparative politics.