Eric
Bolaños

Customer Relations Specialist

• Analyzed, tracked, and resolved all customer inquiries in a fast-paced, high-volume environment.
• Processed electronic communications through manual data entry into multiple databases with high accuracy.
• Handled conflict resolution and de-escalation with difficult customers, maintaining professionalism.
• Identified and shared opportunities for process improvements and enhanced working conditions.

Executive Assistant to the CEO

• Drafted all email communications for potential and current donors; maintained and updated donor databases.
• Managed the CEO’s calendar and coordinated travel arrangements within budget constraints.
• Organized international meetings for senior staff and donors while maintaining strict confidentiality.
• Influenced potential donors to contribute, directly funding future organizational projects and expenses.

Transaction Assurance — Sr. Analyst / Sales Auditor

• Performed daily and monthly sales audits for approximately 3,000 stores nationwide, identifying and correcting system errors.
• Researched transactions and issued debit/credit reconciliations and refunds within a 45-day SLA.
• Collaborated with upper management to assess risk management and filled cross-functional roles as needed.
• Utilized Blackline, SAP CAR, Cherwell Service Management, and S3 Browser for enterprise audit workflows.

Night Auditor / Sales Agent

• Reconciled an average of $550,000 in monthly revenues ($18,000 daily average) with precision and accuracy.
• Produced daily audit reports including charge posting, payments, closing reports, balancing, and corrections.
• Balanced all cash and cash equivalents; verified accuracy of charges and credit postings.

Home Loans — Home Services Specialist I

NMLS ID: 1900485  |  Feb 2020 – Jul 2021

• Engaged in 50+ residential loan mortgage originations nationwide monthly, verifying conditions of approval, client income/assets, employment, and occupancy.
• Assisted in obtaining executed and notarized documents from borrowers for corrections and compliance.
• Resolved routine title issues, miscellaneous liens, subordinations, and appraisal disputes.
• Ensured all actions were completed in compliance with local, state, and federal regulations.

• Originated and updated a monthly average of 80–100 loans brokered directly from NACA.
• Ordered and processed appraisals for new and existing properties nationwide.
• Coordinated with NACA brokers to update loans within multiple systems as needed.

• Handled high-volume nationwide client calls, researching servicing guides to ensure accurate information delivery.
• Educated homeowners on mortgages, escrow, disputes, payoffs, reinstatements, forbearances, modifications, short sales, and deed-in-lieu options.
• Processed property claims and resolved escalations with attorneys, public adjusters, and bank staff.
• Served as liaison between clients and internal departments for high-priority loan issues including credit lines, bankruptcy, fraud, and foreclosure.
• Coached new hires and tenured employees in On-the-Job Training as a subject matter expert.

Account Manager — Client Re-engagement / Professional Dealer

• Re-engage 100+ past clients daily to book professional casino dealers for private events, corporate parties, and special functions with customized packages.
• Built long-term relationships with event planners, venue managers, and corporate organizers.
• Provide professional casino dealing at exclusive high-end private events, ensuring game integrity and smooth gameplay.
• Collaborate with logistics and dealer coordination teams to ensure flawless event execution and high client satisfaction.

Paralegal

• Initiated new client signings, drafted judicial correspondence, petitions, and reports.
• Conducted case investigation, client mailings, and financial controls.
• Developed internal metrics to clearly articulate business intake and daily/monthly revenue performance.

Client Support Team

• Processed and screened high-volume employee calls for team members and new hires.
• Performed data profiling, data reconciliation, full report validation, and production parallel stage validations.
• Conducted UAT testing and quality checks on business engagement enhancements.