Gentil Misigaro

Bilingual Customer Service and Support Professional with 5+ years of experience delivering exceptional customer support through phone, live chat, email, social media, and virtual communication channels. Experienced in call center operations, technical troubleshooting, customer issue resolution, crisis support, and remote customer service environments. Proven ability to manage high-volume interactions while maintaining professionalism, empathy, accuracy, and customer satisfaction.

Fluent in English and Kinyarwanda.

OPI Interpreter / Customer Support Specialist - LanguageLine Solutions - Remote

(2022-10)

• Provide real-time interpretation services between English and Kinyarwanda for healthcare, emergency services, insurance, government, and business clients.
• Handle high-volume inbound calls while maintaining accuracy, confidentiality, and professionalism.
• Support effective communication during medical, mental health, emergency, and customer service interactions.
• Utilize multiple software platforms simultaneously while documenting call information accurately.

Back Office Specialist - Mobile Money Rwanda (MoMo Rwanda)

(2023-08 - 2025-09)

• Investigated and resolved customer account and transaction issues.
• Processed mobile money transaction reversals and account adjustments with accuracy.
• Communicated with customers regarding account updates and service inquiries.
• Supported agent network operations, onboarding activities, and service performance monitoring.
• Maintained detailed records and ensured compliance with operational procedures.

Social Media Team Leader - iSON Xperiences – MTN Rwanda

(2023-04 - 2023-08)

• Supervised customer service representatives handling live chat and social media support.
• Managed escalations and ensured timely resolution of complex customer issues.
• Monitored quality standards and provided coaching to improve team performance.
• Analyzed service metrics and implemented process improvements to enhance customer experience.

Live Chat Customer Support Specialist - iSON Xperiences – MTN Rwanda

(2021-02 - 2023-08)

• Responded to customer inquiries through live chat and social media platforms.
• Resolved service issues, provided product information, and escalated technical concerns when required.
• Maintained accurate customer records and interaction logs.
• Consistently delivered professional, customer-focused support in a fast-paced environment.

988 Crisis Responder - Chimo Helpline - Remote

(2024)

• Provided crisis intervention support through phone and text channels.
• Conducted risk assessments, safety planning, and follow-up communications.
• Maintained accurate case documentation while adhering to confidentiality standards.
• Collaborated with supervisors and support teams to ensure effective service delivery.

Virtual Support Specialist - Kelly Services Canada - Remote

(2022-10 - 2024-12)

• Delivered virtual customer support for healthcare, insurance, business, and public-sector clients.
• Assisted customers through phone, email, and online communication channels.
• Collaborated with remote teams to improve service efficiency and customer satisfaction.
• Supported onboarding and training activities for new team members.

Support Worker - Arcus Community Resources - British Columbia

(2018-10 - 2022-12)

• Supported individuals with diverse needs while maintaining professionalism, empathy, and strong communication.

Executive Director - Status4Inc - Winnipeg, MB

(2013 - 2017)

• Managed day-to-day operations of a non-profit organization.
• Coordinated volunteers, recruitment, program development, and community engagement initiatives.

A-Level Certificate - High School Diploma Equivalent - Integrated Polytechnic Regional College

Diploma - Music Directing - RTC College