Mich Linh

About

I thrive on the opportunity to deliver exceptional experiences. Whether supporting employee inquiries, designing impactful touchpoints, or utilizing data to resolve issues, I excel in creating seamless processes that enhance customer satisfaction. My dedication to operational excellence and superior service motivates me to continually innovate and improve. Outside of work, I love exploring new experiences in fitness, food, and travel. I'm a passionate learner who enjoys diving into books, podcasts, and courses.

Experience

• Senior Manager, People Operations · Medallia01-01-2024 – 05-01-2024

  ● Streamlined global HR services to 1 day 4 hour time-to-resolution, including new hire onboarding, iCIMs configurations, Workday administration, benefits, leave management, employment verifications, reporting, offboarding, employment verifications, contingent workforce, and global mobility support ● Expanded Talent Acquisition support and self-service in ServiceNow and iCIMs, saving 8 hours per recruiter per week ● Increased productivity and improved processes monthly through real-time dashboards to measure KPIs, trends, and analyses ● Enhanced data accuracy and compliance through monthly audits, system maintenance, and standard operating procedure refreshes ● Improved employee experience by collaborating with HR CoEs, HRBPs, Legal, Payroll, Finance, IT, and external vendors

• Senior Manager, Global Talent Acquisition Operations · Medallia05-01-2022 – 12-01-2023

  ● Attained an average NPS of 81.1 and a 1 day 2 hour time-to-resolution with a global team of 6 reports managing interview coordination, iCIMs administration, process enablement, and recruitment programs ● Implemented iCIMs, resulting in structured processes and automations in user dashboards, offer templates, and scheduling ● Enhanced decision-making by automating iCIMs dashboard reports and leveraging survey feedback to address and act on insights ● Ensured data integrity through regular audits, reviews, system maintenance, and compliance with global statutory regulations ● Innovated processes and programs by aligning with industry trends, introducing new releases, and process enhancements

• Manager, Global Talent Acquisition Coordination · Medallia04-01-2021 – 04-01-2022

  ● Built a team of 5 global reports handling interview coordination, offer management process, and iCIMs administration ● Architected a team structure – defined support services, established service level agreements, and KPIs to measure results ● Actioned on candidate and hiring manager feedback through closed feedback loops & delivered insights to recruiting leadership ● Collaborated with cross-functional teams to implement process enhancements from discovery to launch to increase efficiencies ● Elevated team skills and career progression through personalized career development plans in partnership with leadership & HR ● Launched self-service recruitment intranet, training 45 team members & guiding 2,700 global employees with policy & process ● Contributed to regulatory audits, client certifications, M&A strategies for Talent Acquisition to ensure compliance & integration

• Lead, Global People Operations · Medallia03-01-2021 – 04-01-2021

  ● Led global team of 5 coordinators managing the operations in the employee lifecycle from hiring to offboarding ● Enhanced workflow efficiencies through resolving escalations, issues, and reporting KPIs in Workday, Lever, and ServiceNow ● Directed global compliance initiatives concerning SOX/SOC/FedRAMP requirements, internal audits, and certifications ● Improved efficiencies and clarity in operations through creation of standardized operating procedures, RACIs, and job aids ● Enabled 70 HR team members on new process changes and system enhancements via Workday, ServiceNow, & iCIMs

• Lead, Global People Systems & Talent Coordination · Medallia11-01-2019 – 03-01-2021

  ● Supervised 4 coordinators managing the candidate lifecycle – interview coordination, offer process, preboarding, and onboarding ● Supervised 3 specialists supporting HR services – Workday administration, audits, reports, and contingent workforce support ● System owner for Lever & ServiceNow – actioned all configurations, UAT, documentation, enablement, and new releases ● Improved data integrity and complied with regulatory requirements through system maintenance, audits, and reporting ● Led M&A integration strategy for 6 acquisitions through due diligence, work stream design, and execution in a timely turnaround

• People Operations Representative · Medallia03-01-2019 – 11-01-2019

  ● Closed 1,416 requests for employee changes, system administration, reports, and audits in Lever, Workday, and ServiceNow ● Team lead for 3 coordinators within a tiered support model – resolved escalations, managed coordinator capacity & enabled team ● Streamlined processes and supported 30+ recruiting team through admin, configuration, documentation, enablement, and reports ● Launched ServiceNow as a HR ticketing solution for 1,580 employees to centralize and improve global HR service delivery ● Delivered weekly productivity metrics to HR leadership for Lever & ServiceNow to highlight trends & provide recommendations

• Talent Acquisition Coordinator / People Operations Representative · Experis01-01-2018 – 02-01-2019

  In this role, I handled the administration of both the candidate and employee lifecycle. Key Highlights: - Interview Scheduling - Candidate Onsite Logistics - Resolving Employee Inquiries - HRIS Administration - ATS Administration - New Hire Onboarding (Background Checks, Communications, First Day Logistics, New Hire Travel, Right to Work) - Candidate Offer Management Process - Employee Data & Job Changes - Organizational Changes - Employee Offboarding - HR Reports

Education

• UC BerkeleyHuman Resources

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