Remy Ishimwe
@remyishimwe
I bridge language barriers in crisis and medical settings while leading high-volume customer support operations.
RwandaWhat I'm looking for
I've founded and led the outbound call center unit at Liquid Intelligent Technologies Rwanda, building its workflows, scripts, performance structures, reporting frameworks, and quality processes from the ground up.
As a crisis interpreter with Respond Crisis Translation and a medical interpreter with Babyl Rwanda, I've delivered accurate real-time interpretation for Limited English Proficient individuals across medical, legal, crisis, and general settings. I bring confidentiality, HIPAA compliance, cultural sensitivity, and composure to emotionally sensitive, time-critical conversations.
At ISON BPO / MTN Rwanda, I've supported customers through inbound and outbound calls, live chat, and social media channels including Facebook, X, Instagram, and WhatsApp. I've resolved billing, account, technical, and service issues and earned three Best Performer of the Month awards for service quality.
I'm EFSET C2-certified in English and communicate natively in Kinyarwanda, with conversational Swahili. I combine active listening, de-escalation, coaching, KPI reporting, and customer-focused communication to help people reach clear outcomes.
Experience
Work history, roles, and key accomplishments
Outbound Call Center Team Leader
Liquid Intelligent Technologies Rwanda
Jan 2024 - Present (2 years 7 months)
Founded and lead the outbound call center unit, building workflows, scripts, and reporting frameworks. Recruit, onboard, and train team members while monitoring KPIs and implementing quality assurance processes.
Social Media Customer Chat Support Agent
ISON BPO / MTN Rwanda
Jan 2022 - Present (4 years 7 months)
Managed high-volume customer queries across social media platforms, resolving billing, service, and account issues. Recognized with three Best Performer of the Month awards for service quality.
Crisis Interpreter
Respond Crisis Translation
Jan 2023 - Dec 2025 (2 years 11 months)
Delivered real-time interpretation in high-stakes crisis situations, bridging language barriers for LEP individuals. Maintained confidentiality and cultural sensitivity across medical, legal, and general settings.
Multilingual Interpreter
Babyl Rwanda
Jan 2023 - Dec 2023 (11 months)
Provided remote medical interpretation for telehealth consultations, ensuring clear communication between clinicians and patients. Facilitated equitable access to care for LEP patients.
Interpreter
Future Group
Jan 2022 - Dec 2023 (1 year 11 months)
Interpreted medical, legal, and social information between LEP individuals and service providers. Upheld confidentiality and cultural sensitivity standards to improve outcomes.
Customer Care Executive
ISON BPO / MTN Rwanda
Jan 2021 - Dec 2022 (1 year 11 months)
Managed high volumes of inbound and outbound calls, resolving customer inquiries and technical issues. Maintained accurate records and met AHT and FCR targets.
Education
Degrees, certifications, and relevant coursework
University of Kigali
Bachelor of Business Administration, Business Management and Economics
2022 -
Pursuing a degree in Business Management and Economics with a focus on Accounting.
École Secondaire Kirinda
High School Diploma, Mathematics, Chemistry, and Biology
Completed high school with a focus on Mathematics, Chemistry, and Biology.
Availability
Location
RwandaAuthorized to work in
Job categories
Skills
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