Frank Rebero

Frank, Rebero PROFESSIONAL PROFILE Empathetic and tech-savvy Product Support Specialist with over 2 years of experience delivering high-volume support for complex platforms. Expert in Zendesk and Salesforce, with a proven track record of resolving shift and payment discrepancies while maintaining a human-centric approach. Highly adaptable professional skilled at translating technical troubleshooting into clear, helpful guidance for diverse users. Recognized for using critical thinking to resolve escalations independently, ensuring a seamless user experience through proactive problem-solving and meticulous documentation. EDUCATION BACKGROUND Southern New Hampshire University, Through Kepler, Kigali, Rwanda, 2022 - 2025 Bachelor of Arts in Management with Concentration in Logistics and Operations WORK EXPERIENCE Instacart (via CCI Rwanda) | Kigali, Rwanda Tier 2 Shopper Support Specialist May 2024 - November 2025 ●​ Resolved high-volume, complex Tier 2 support tickets via Zendesk, maintaining high CSAT scores by providing fast, accurate, and deeply empathetic solutions for shoppers and vendors. ●​ Applied critical thinking and sound judgment to troubleshoot real-time platform issues, identifying root causes and documenting bugs to improve the overall product experience. ●​ Demonstrated extreme adaptability by navigating rapidly changing internal tools and policies while ensuring all shopper interactions were logged with precise internal notes for cross-functional visibility. Tech for Health Equity Foundation, Kigali, Rwanda. Administrative and Reception Assistant December 2025 - February 2026 ●​ Ensured strict compliance with donor requirements by meticulously managing petty cash reporting and reconciling physical stock against book records (Demonstrates attention to detail and judgment). ●​ Utilized Google Workspace tools to manage HR records, track administrative workflows, and maintain organized filing systems for official correspondence. ●​ Orchestrated international travel logistics and daily office operations, ensuring cost-efficiency and cross-functional support. Spaulding Rehabilitation Network via SNHU Higher Education and Real-world Training Challenge, Remote. January- March 2024 ●​ Collaborated remotely with a five-person team to analyze and improve patient interaction points within an interprofessional healthcare setting. ●​ Researched and reported on the ethical, legal, and regulatory implications of patient data and communication standards (Demonstrates research and detail orientation). SKILLS & ABILITIES ●​ Advanced knowledge of Zendesk, Salesforce, and Google Workspace (Docs, Sheets, Gmail). ●​ Proactive Problem-Solving, Critical Thinking, Sound Judgment, Empathy, Attention to Detail, Collaborative Attitude, High-Volume Case Management. ●​ Fluent, professional-level English (written and spoken) and Native Kinyarwanda. Reference Available on Request