Customer Success & Account Management

• Serve as the primary relationship owner for NILDS, managing day-to-day communication and acting as the client’s first point of contact for product, website, and IT support requests.
• Build and maintain strong working relationships with stakeholders across departments, ensuring issues are resolved promptly and requests are coordinated with the appropriate internal teams.
• Coordinate implementation activities, monitor post-deployment adoption, and provide ongoing support to ensure solutions continue to meet the client’s operational needs.

Software Implementation & User Enablement

• Led the deployment and user adoption of TimeStat, an attendance management solution, providing implementation planning, onboarding, end-user training, and post-launch support.
• Coordinated the rollout of LegiPro, a research request management platform that digitized internal workflows and improved how departments submit, track, and manage research requests.
• Led training sessions for employees, who are mostly middle-aged and non-tech savvy, and helped them confidently adopt new systems.
• Provided continuous remote and on-site technical support, resolving user issues, answering questions, and helping employees make effective use of deployed solutions.
• Gathered user feedback and worked with internal technical teams to improve the overall user experience.

Website Support

• Collaborated with the UI/UX designer to redesign the NILDS website before developing it in WordPress using Elementor.
• Managed website maintenance, content updates, troubleshooting, and ongoing support to keep the website secure, functional, and up to date.

Technical Event & IT Support

Along with the development and Operations team, we :

• Provided technical support for conferences, executive meetings, and capacity-building programmes organized by NILDS.
• Built online event registration websites and managed participant information for event administration and ID/pass production.
• Configured and managed Zoom sessions for hybrid and virtual events.
• Set up and supported projectors, microphones, presentation systems, Wi-Fi networks, and other event technologies.
• Delivered real-time technical assistance to facilitators, staff, and participants to ensure smooth event execution.

Skills Demonstrated

Enterprise Customer Support • Technical Account Management • Customer Success • Software Implementation • User Onboarding • End-User Training • Product Adoption • WordPress • Elementor • Website Administration • IT Support • Event Technology Support • Zoom Administration • Troubleshooting • Stakeholder Management • Relationship Management

I have also attached a photo/video from some of the training sessions as proof of participation and involvement in the project rollout.

My team member is giving me feedback for the training batch he handled for staff biometric enrollment and physical onboarding to the time and attendance management solution being deployed for them