Nicolas Erola

Built and maintained reporting dashboards tracking AI chatbot performance, CSAT, automated resolution rates, and response times. Analyzed customer feedback and service data to identify trends and improvement opportunities.

Analyzed customer satisfaction survey data and support case records to assess and improve customer experience. Conducted quality assurance evaluations and analyzed CSAT/QA data trends to identify coaching opportunities.

Sourced clients and referral sources, tracked prospect and renewal data to prioritize outreach. Managed pre-, interim-, and post-closing fulfillment, staying current on mortgage product, rate, and policy data.

Processed applications and managed the full loan lifecycle, including collections, using credit bureau report data to guide decisions. Analyzed credit bureau and applicant data to assess risk levels and support compliant lending decisions.

Analyzed coaching and performance trends, producing weekly and monthly reports with process improvement recommendations. Delivered classroom training and performance assessments, providing side-by-side coaching and feedback.

Supported the Online Marketing department with research, competitive analysis, and qualitative reporting. Maintained accurate product data, specifications, and inventory records across marketplaces.

Performed order-fulfillment audits, tracking shipping errors and variance data, and processed lost and damage claims. Compiled and analyzed shipping error and variance data to identify recurring fulfillment issues.

Completed a College Diploma in International Business, gaining foundational knowledge in global business practices.

Earned a High School Diploma, building a strong academic foundation.