• Served as the first point of contact for enterprise-level clients requiring technical assistance with Benevity’ssoftware, including troubleshooting, configuration issues, and feature optimization.• Guided clients through complex technical set-ups, ensuring a seamless integration of Benevity’s products intotheir systems and processes.• Conducted in-depth analysis of client issues to identify root causes and work collaboratively with internal teams to develop and implement effective solutions.• Offered proactive advice and insights on system configurations and enhancements to improve client program outcomes and operational efficiency.• Maintained detailed documentation of client interactions, technical issues, and resolved solutions, contributing to the knowledge base for future support.• Interfaced with the product development team, providing feedback from clients to help shape future product features and functionality that address client needs.

• Served as primary support to troubleshoot software issues between clients and Jonas web products.• Managed release notes and announcements distribution to keep clients informed of features and issues.• Handled written and verbal communication between the company and clients.• Collaborated with cross functional departments to escalate and expedite resolutions and issues.

• Assisted and manage scheduling customers appointments to ensure an efficient process for customers and technicians.• Managed customers support calls, and resolve certain customers issues and escalate to appropriate departments support.• Worked within the call center environment making outbound calls and receiving inbound calls to help clients resolve their issues or creating appointments or reservations for them.

• Designed and built two websites for neighborhood communities planning tables, The Jane & Finch planning table and the York University Heights planning table.• Collected requirements from residents of the neighborhood and ensured the design resolve the requirements.• Documented my work and websites maintenance and extension process. Assisted in maintaining simple IT infrastructure in the department including configuring computers, printers and routers.

• Extracted raw data from RISE databases, modeled and compared the data with ProGress databases, and changed the format of the data for further operations.• Implemented protection monitoring tool (PMT) report using Microsoft excel (VLOOKUP, pivot tables, if statements, tables and other excel equations) and Microsoft access quires.

• UNHCR focal point for refugee camps. Coordinated communication between different UN, NGO, and INGO agencies to deliver assistance to refugees.• Organized multiple events for the UN including Worlds Refugee Day, International Women Day, 16 Days of Activism that included about 20,000 participants.

• Operated UNHCR hotline and managed emergency calls.• Managed services and staff complaints in UNHCR and partners’ agencies.