Rehema Hassan

Served as the primary point of contact for borrowers, answering questions and resolving concerns about loan terms, repayment schedules, and account status. Proactively followed up on repayment issues and kept borrower records accurate and up to date.

Served as the frontline point of contact for customers at point-of-sale locations, answering product questions and resolving concerns in real time. Conducted live product demonstrations and helped translate technical features into clear, customer-friendly explanations.

Handled a high daily volume of customer interactions in the field, resolving concerns about products, payments, and account access on the spot. Onboarded and trained new agents, and used weekly interaction/performance metrics to identify service gaps early.

Served as a direct point of contact for a portfolio of customer accounts, resolving payment concerns and account issues. De-escalated disputes using customized, empathetic engagement strategies and collaborated with risk management, operations, and customer service to provide consistent answers.

Led a regional team handling high volumes of customer interactions by coaching agents on clear communication and first-contact resolution. Synthesized weekly customer feedback and field performance data into insights for regional management.

Handled daily direct customer interactions and consistently met satisfaction and product awareness targets. Provided customer-facing support in a fast-paced, high-interaction environment.

Completed a Certificate in Computer Studies focusing on advanced Microsoft Office applications and data operations.

Completed a High School Diploma at Waa Girls High School.