Frank Rebero

Frank Rebero Tier 2 Customer Experience & Operations Specialist Kigali, Rwanda About Me I am a Customer Experience Specialist and proactive problem-solver with a two-year background managing high-volume, real-time customer support escalations via chat and voice channels. With a Bachelor of Arts in Management with a Concentration in Logistics and Operations from Southern New Hampshire University (via Kepler), I bring a highly analytical, systems-driven approach to customer success. I am recognized for applying critical thinking and sound judgment to troubleshoot complex scenarios, maintaining meticulous documentation, and streamlining operational workflows to protect customer retention and business revenue. Core Competencies Domain Expertise & Tooling Advanced knowledge of Zendesk, Enterprise Tools Salesforce, and Google Workspace (Docs, Sheets, Gmail). Tier 2 Escalation Management, Omnichannel Support Operational Skills (Voice/email/Chat), Conflict Resolution, CRM Navigation, and Cross-functional Logistics. Portfolio Projects & Case Studies Project 1: High-Volume Tier 2 Logistics and Escalation Management Role: Tier 2 Shopper Support Specialist​ Client: Instacart (via CCI Rwanda)​ Timeline: May 2024 – Nov 2025 ●​ The Challenge: A four-sided logistics marketplace involves highly volatile interactions. Shoppers and vendors frequently face complex payment, shift, and platform issues requiring immediate, accurate intervention. ●​ The Execution: Serving as a high-level escalation point, I delivered fast, accurate, and empathetic Tier 2 support to resolve high-volume compensation discrepancies in real time across omnichannel environments. I actively navigated Zendesk and Salesforce to investigate cases, update critical form fields, and log exceptionally clear internal notes. ●​ The Impact: By applying critical thinking and sound judgment to troubleshoot difficult vendor and shopper issues independently, I drastically reduced the need for costly external escalations. My interventions directly protected user retention and streamlined workflows for the broader support floor. Project 2: Healthcare Compliance and Cross-Functional Administration Role: Administrative & Reception Assistant / Team Researcher​ Organizations: Tech for Health Equity Foundation & Spaulding Rehabilitation Network ●​ The Challenge: Operating within the non-profit and healthcare sectors requires absolute precision, strict regulatory compliance, and seamless cross-border coordination. ●​ The Execution: At the Tech for Health Equity Foundation, I utilized Google Workspace to manage HR records, track administrative workflows, and orchestrate international travel logistics. I meticulously managed petty cash reporting and reconciled physical stock against book records. Concurrently, for the Spaulding Rehabilitation Network challenge, I collaborated remotely with a five-person interdisciplinary team to analyze and improve patient interaction points. ●​ The Impact: My rigorous attention to detail ensured strict compliance with donor requirements. Through comprehensive research, I successfully reported on the ethical, legal, and regulatory implications of patient data and communication standards, establishing highly organized, audit-ready systems.