Elías Gabriel Alfaro Bonilla
Alajuela,Alajuela
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level English-Spanish interpreter position. Ready to help team achieve company goals.
Overview
11
11
years of professional experience
Work History
Corporate Support Athlete.
Concentrix, NIKE.com Commerce & Corporate
10.2019 - Current
- Commerce position in which I helped consumers of the world wide known brand Nike via phone with returns, exchanges, selling and providing solutions when a package was either lost or stolen
- The average handle time per call was maximum 8 minutes, and I've always reached the goal by setting myself a different standard. As a result, I maintained a 6 minutes mark to help reduce the calls in queue and provide a high service level
- I was also part of the 'product captains' team, which are experts in Nike materials, technologies and corporate innovation ideas.
- In addition to all this, I've been working with the Corporate side of Nike Inc. from December 2023 to the present date, a position in which I help consumers setting up manufacture defect and workmanship flaws claims over Nike items purchased from outside our official stores.
- I was also trained to take feedback for in-store high friction / confrontation situations with US and Canada outlet stores staff. As well as taking consumer's valuable comments about the quality of Nike's products.
AWS Mentor
Amazon Web Services
11.2018 - 07.2019
- During this time, I was able to work with 4 different team managers, the last one from November 2018 to July 2019, a team in which I was selected to perform a role as Technical Support Mentor
- As an AWS Mentor I started coaching 4 people, then the number gradually increased until I had around 9 agents under my coaching plans
- Mentoring tasks included CSV report pulling, pivot tables analysis, elaborating improvement graphs, monitoring customer correspondence rate metrics per agent and work items per hour for productivity.
- Served as a role model for professionalism, integrity, and dedication within the mentorship program environment.
- Continually assessed own mentoring performance, seeking feedback from peers and mentees to ensure ongoing personal and professional growth.
Cloud Computing Technical Customer Service Associate.
Amazon Web Services
07.2017 - 07.2019
- Technical Service agent, position in which I helped respond to customer email and phone contacts, interface with Amazon Web Services Developer Support Representatives, and represent Amazon and AWS as I interacted directly with the Amazon's inside technical community to resolve support issues tagged with severity levels and estimated time of action.
- The vast majority of the cases I received were a combination of billing questions, along with basic technical troubleshooting assistance.
- Billing cases were also related to Tax, VAT and GST regulations, so every amount needed to be strictly justified and reviewed in detail.
- I worked with exceptionally driven, customer-obsessed service associates and leadership members that provided me with a vast field of computing training and technical support skills for more than 73 services in the AWS Cloud platforms.
Sales and Retention Specialist
Bella Vista Media Limitada (BVMedia)
11.2016 - 05.2017
- During this role, I was part of a back office project focused on organizing sales data and communicating via cases, and I applied retention skills both email and through phone lines
- When I started working for BVMedia, we were selling about 18 DMV (Department of Motor Vehicles) comprehensive PDF guides per day, and after 1 month of re-engineering the original call/email flow scripts, we were able to substantially increment sales to over 35 units per day every day.
- Worked flexible hours across night, weekend, and holiday shifts.
- Proved successful working within tight deadlines and a fast-paced environment.
Fraud Analyst on Fraud Identity Team for Capital One
SYKES Enterprises
05.2016 - 11.2016
- Fraud Analyst agent assigned to Capital One Bank's Fraud Protection Department
- Customer service skills were applied, as well as risk categorization analysis
- I learned how to pay special attention to details, because the information managed there is quite sensitive
- We were encouraged to provide a high-quality service along with a fast resolution for worrying situations in which customer's data were leaked and compromised
- During this time, we applied a strategy named PBS (Principle Based Service), since we had to endure our commitment on being a secure financial institution but at the same time be customer friendly and build trust.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
Volunteer, Preacher and Leader
LDS Missionary Service
03.2014 - 03.2016
- I worked with many English speaking co-workers for 2 years as a volunteer missionary leader in the North part of Nicaragua.
- Managed financial resources responsibly by developing budgets, tracking expenditures, and identifying cost-saving measures for various church activities.
- Mentored new preachers in sermon preparation strategies, strengthening their ability to deliver impactful messages on a weekly basis.
- Led programs such as worship, study, fellowship, and service opportunities.
Factory worker
Alimentos Cónica S.A
10.2013 - 02.2014
- At age 17 I started working here as part of the production and packing team to make sealed food and drinks.
- Maintained a clean and safe workspace by adhering to safety protocols and regularly organizing the factory floor.
- Operated various types of machinery, including conveyors and packaging equipment, contributing to efficient workflow.
Education
Higschool (Intermidiate Education) -
Instituto de Alajuela
Bachellor degree -
Instituto de Alajuela
Oral Proficiency Interview (OPIc) test -
ACTFL (American Council on the Teaching of Foreign Languages)
Current English Proficiency percentage of 90% -
ACTFL (American Council on the Teaching of Foreign Languages)
No Degree - Law
Universidad Fidelitas
Heredia07.2026
Skills
- Analytical skills
- Flexibility and Mobility
- Teamwork and Cooperation
- Strong Work Ethic
- Mentoring
- Focus and Concentration
Accomplishments
- Due to my proven team working capacity, we achieved more than 90% of the established goals in a term of 6 months in every team/project I've been part of in all my past jobs.
- Related to the previous point, I was trained during my volunteer humanistic work, to always set very high goals but realistic at the same time, and that habit has brought great results on the tasks and projects I'm part of, which is proof that I really like to raise the bar when and where and when is needed to be raised.
- I developed a dynamic personality, especially to complete assigned tasks quicker than normal.
- I have a high cultural training obtained for working with numerous English-speaking individuals.
- My analytical ability makes it possible to easily understand the problems around me and to find them a quick and accurate solution.
- I always strive to learn and admire the best virtues and good qualities of people around me, that has been making me a very approachable individual, open to receive feedback and also provide it when it is needed.
Timeline
Corporate Support Athlete.
Concentrix, NIKE.com Commerce & Corporate
10.2019 - Current
AWS Mentor
Amazon Web Services
11.2018 - 07.2019
Cloud Computing Technical Customer Service Associate.
Amazon Web Services
07.2017 - 07.2019
Sales and Retention Specialist
Bella Vista Media Limitada (BVMedia)
11.2016 - 05.2017
Fraud Analyst on Fraud Identity Team for Capital One
SYKES Enterprises
05.2016 - 11.2016
Volunteer, Preacher and Leader
LDS Missionary Service
03.2014 - 03.2016
Factory worker
Alimentos Cónica S.A
10.2013 - 02.2014
Higschool (Intermidiate Education) -
Instituto de Alajuela
Bachellor degree -
Instituto de Alajuela
Oral Proficiency Interview (OPIc) test -
ACTFL (American Council on the Teaching of Foreign Languages)
Current English Proficiency percentage of 90% -
ACTFL (American Council on the Teaching of Foreign Languages)
No Degree - Law
Universidad Fidelitas
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