Remy I.
Mid-Level Multilingual Interpreter and Call Center Team Leader
Open to offersNew to PlatformAbout
Remy I. is a seasoned Interpreter & Translator and Customer Support & Call Center Specialist based in Kigali, Rwanda, with a rich background in multilingual communication across various industries. With over three years of experience in real-time interpretation within medical, legal, crisis, and general settings, Remy excels in bridging language and cultural gaps for Limited English Proficient (LEP) individuals. Holding an EFSET C2 certification in English, Remy brings linguistic precision and cultural sensitivity to the forefront. In the BPO sector, Remy has amassed over five years of experience, notably founding and leading an outbound call center at Liquid Intelligent Technologies. Here, Remy developed essential workflows, scripts, and reporting systems, ensuring consistent service delivery. As a Crisis Interpreter at Respond Crisis Translation, Remy maintained confidentiality and adaptability under pressure. With a proven track record in social media and high-volume customer support roles, Remy effectively handles inquiries across platforms such as WhatsApp and Facebook, demonstrating expertise in CRM tools and HIPAA compliance.
Experience
Crisis Interpreter
Respond Crisis Translation · 2023 — 2025Provided real-time, precise interpretation during high-stakes crisis situations, facilitating communication between Limited English Proficient (LEP) individuals and service providers. Maintained confidentiality and cultural sensitivity while adapting tone and register for emotionally charged contexts, delivering interpretation in medical, legal, and general settings.Outbound Call Center Team Leader (Founder)
Liquid Intelligent Technologies Rwanda · 2024 — PresentFounded and oversaw the outbound call center unit, establishing workflows, scripts, performance structures, and reporting frameworks from the ground up. Responsible for recruiting, onboarding, and training team members while providing ongoing coaching to ensure quality and performance standards. Continuously designed and optimized outbound scripts to enhance contact rates and customer satisfaction, monitored daily KPIs, produced performance reports, and presented insights to senior management. Implemented quality assurance processes and conducted call monitoring for service consistency.Multilingual Interpreter
Babyl Rwanda · 2023 — PresentDelivered remote medical interpretation for telehealth consultations, ensuring effective, confidential communication between clinicians and patients to facilitate equitable access to care for Limited English Proficient (LEP) individuals.Interpreter
Future Group · 2022 — 2023Interpreted medical, legal, and social information between LEP individuals and service providers, ensuring adherence to confidentiality and cultural sensitivity standards to improve outcomes and quality of care.Social Media Customer Chat Support Agent
ISON BPO / MTN Rwanda · 2022 — PresentHandled a high volume of customer queries and complaints through Facebook, Twitter/X, Instagram, and WhatsApp in real-time, ensuring compliance with brand tone and rapid response times. Efficiently resolved billing inquiries, service disruptions, account issues, and product questions while upholding data confidentiality and adherence to company policies.Customer Care Executive (Call Center Agent)
ISON BPO / MTN Rwanda · 2021 — 2022Managed a significant volume of inbound and outbound calls to resolve customer inquiries, complaints, and technical issues. Conducted follow-up calls to ensure customer satisfaction and resolution of issues while maintaining accurate call logs and customer records in CRM systems, consistently meeting AHT and FCR targets.
Skills & Expertise
Education
- Business Management & Economics (Accounting)University of Kigali · 2022 — Present
- High School DiplomaÉcole Secondaire Kirinda · — — 2018
Interested in this professional?
Sign in as an employer to save this profile or invite Remy I. to a job.
Sign in as an employer