Diego Bolaños

Work History

ECR Americas Specialist

Amazon Costa Rica

Quesada, Alajuela

10.2021 - Current

Responding to inquiries on behalf of CEO and Executives as well as direct contacts from corporate executives and escalated customers from CS floor, with 100% effectiveness in Quality Assurance during Q4 of 2021.
Identifying root causes for customer advocacy.
Communicating effectively with other departments in researching complaints and acting as customer service resource.
Recognizing system and quality concerns contributing to poor customer experiences and communicate these as appropriate to CS management and appropriate department liaisons.
Demonstrated passion to drive improvement across CS and Business Owners; including (but not limited to) initiating or improving communication pathways with relevant departments outside of and groups within Customer Service inter-/intra-department liaison and data analysis.
Tracking and leveraging group contact metrics and other departmental metrics
Collaborating as specialty resource to department concerning customer care, contact handling skills
Recognizing team contact workload and adjusts priorities accordingly.
Used Microsoft Word and other software tools to create documents and other communications

Resolution Specialist

Amazon Costa Rica

Quesada, Alajuela

07.2021 - 10.2021

Receive phone / chat escalations. Ranked among 5% of Top Performers during first Semester of 2021.
Identify root causes for problems for customer advocacy.
Act as customer service resource on behalf of customer interests, while maintaining attached to company's policies.
Helping customers and stakeholders while being thorough and accurate, in order to provide solutions in most coefficient way possible.
Demonstrated effective communication and cooperation with Customer Service Managers and peers in effort to manage team work load and morale.
Composed grammatically correct, concise and accurate written communication.
Increased customer satisfaction by resolving issues

Customer Service Associate

Amazon Costa Rica

Quesada, Alajuela

07.2020 - 07.2021

As “Account Change” Representative, was in charge of running security processes with external customers (involving sensitive Data Protection Handling procedures) to help them regaining access back to their Amazon Account, while maintaining high standard of professionalism and optimum customer service Standards, according to established security policies
Provide support to Amazon customers with orders placed
Provide “out of the box” solutions for customers
Maintain professional and positive communication with several carriers in US to solve delivery issues
Support customer's inquiries regarding orders, payments and account issues
Payment processing and documentation validation based on program policies
Proactively seek for most effective solution for customers
Identify and ensure positive customer experience by following Amazon's ACT tenets
As backup for D2 Department, provided proactive help troubleshooting devices such as smartphones, TV's screens and tablets to assure appropriate Prime Video experience.
Achieved high satisfaction rating through proactive one-call resolutions of customer issues
Improved customer satisfaction ratings by addressing issues and fostering timely resolution
Offered basic technical support for clients on wide range of company products

Customer Service Manager/ Assistant Manager

BAC Credomatic

Quesada, Alajuela

09.2014 - 01.2020

As branch sales supervisor (which includes cashiers, executives, treasury and customer's service representatives) was responsible for coordinating and implementing sales strategies (for both traditional financial products and self-service applications), reviewing their performance periodically and making adjustments that would allow achievement of objectives set by company.
Controlling and dealing with customer complains & escalations, bringing the appropriate solutions according to the individual situation of the customer.
Budget management (purchases, expenses, projections, etc.), cash flow management and treasury supervision.
Position demanded to perform weekly and monthly data mining and report consolidation, this was used to provide both individual and collective feedback on opportunities for improvement, and key performance indicators.
Presentation of annual results to regional leadership team, exposing and defending results achieved at POC in areas such as Digital Migration and Self Service metrics, Control and Risk department, Sustainability, CSR, Budget Indicators, Sales Goals as well as improvement strategies designed to maintain or improve such results.
I was involved in career development of several collaborators, achieving through assertive coaching that had strategy that would serve them to obtain promotions in other areas of company.
As Sustainability Manager during five years and half , was in charge of getting branch's schedule ready for all volunteer activities accorded, which included CSR activities such as educational talks to parties involved (neighboring companies, educational centers, etc.).
Thanks to this work that I led, we were able to obtain ISO 14001 certification for Branch and maintain it for 5 years, always exceeding goals set.
Was member of first aid brigade, personally assisting clients or collaborators when situation was pressing.
Was also in charge of organizing and coordinating emergency drills.
Performed Investigations for different purposes (fraud, debit and credit card disputes, abusive customers, agents behaviors, etc.), delivering specific findings that led to take appropriate resolutions.
Supervised team of 12 employees within areas of customer service, cash handling, inventory, sales and data entry, skyrocketing customer service rankings 50% in 2018.
Monitored phone calls for quality assurance.
Managed daily sales floor operations to improve customer loyalty 75% and strengthen brand.
Completed employee evaluations to stay on top of lagging knowledge or skills and proactively close gaps to maximize performance.
Effectively coached team members to reach weekly and monthly sales goals.
Created employee schedules to align coverage with forecasted demands.

Customer Service Representative

BAC Credomatic

Quesada, Alajuela

08.2009 - 08.2014

As goal-focused collaborator, BSC consisted of 60% sales targets, it was day to day during 5 years selling financial products, always maintaining positive attitude focused on excellent service.
Proactively helping customers with financial advising and budget management to achieve customer loyalty by placing appropriate financial product for their specific needs (saving accounts, credit cards, insurance policies, etc.)
Contributed to migration strategy towards self-service channels implemented by company.
Handled Debit and Credit Card disputes.
Accurately opens and closes accounts in accordance to operating controls, including legal, corporate, and regulatory procedures to ensure safety and security of customer assets.
Demonstrates knowledge and understanding of new accounts system database to manage and maintain customer account information.
Performs duties for entry/exit for safe deposit box customers, and opens & closes safe deposit boxes by following safe deposit box policies & procedures.
Assists customers with telephone inquiries to provide solutions to their banking needs
Assists customers with routine account-related requests; researches and resolves account service inquiries/issues; and responds to client inquiries promptly, effectively, and professionally.
Utilizes marketing techniques to build relationships by actively cross selling and marketing new and existing products and services to current and potential customers.
Assists with efforts to identify and implement a positive overall customer experience.
Contributes towards fostering teamwork within the department.
Performs other duties as assigned by management.

Assistant Store Manager

Walmart Supermarkets

Pital, Alajuela

07.2004 - 04.2009

Making average of 5-6 deposits and document cash shortages.
Coaching and training associates in store.
Resolve customers’ issues efficiently and quickly.
Meet and increased sales and growth goals set by management during consecutive quarters of 2007/2008.
Established loss prevention to lessen shrink.
Assist store manager as requested.
Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.
Supervised and evaluated staff to help improve skills, achieve daily objectives and attain advancement.
Surpassed business targets regularly through employee engagement and forward-thinking planning.
Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
Mitigated risk by implementing internal controls and safeguards for revenues and expenditures
Reconciled monthly statements, invoices and expense accounts, keeping records accurate and current
Provided treasury and cash management by overseeing reconciliation of banking activity, credit card processing and sales tax returns
Evaluated incoming shipments for quality issues and processed unacceptable materials for return
Redesigned warehouse layout to accommodate new equipment, maximize space utilization and optimize processes
Handled day-to-day shipping and receiving overseeing more than 100 packages per day
Oversaw warehouse staff and maintained efficiency in fast-paced environment

Summary

Overview

Work History

ECR Americas Specialist

Resolution Specialist

Customer Service Associate

Customer Service Manager/ Assistant Manager

Customer Service Representative

Assistant Store Manager

Education

Certification - Basic Microsoft Excel

Certification -

Diploma - Business Administration

High School Degree -

Skills

Languages

Work Availability

Timeline

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