SHEMA Isaac

I support customers across fintech, hospitality, and service environments, resolving issues and building relationships that improve satisfaction and retention.

At Selah Apartments, I serve as the main contact for guest enquiries, guide guests through bookings, and follow up throughout their stays to improve their experience. Previously at Pezzy App, I managed client communication for a fintech platform and shared user feedback with internal teams to inform product and content decisions.

At Agero via Arise, I handled 80+ inbound calls daily alongside live chat queues while maintaining a 94%+ customer satisfaction score. I documented cases in Salesforce and Zendesk, coordinated with dispatch teams, and used de-escalation techniques that reduced escalations by 20%.

My earlier work with CCI Resources and LanguageLine Solutions strengthened my customer support, CRM documentation, and English-Kinyarwanda interpretation skills. I communicate fluently in English and Kinyarwanda, with conversational French.