Customer Spport Specialist Portfolio
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.