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.
