Carlos G.
Mid-Level Personal Injury Intake Specialist
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Carlos A. is a seasoned Bilingual Personal Injury Intake Specialist with substantial experience in client relations within the legal domain. Operating predominantly in bilingual environments (English and Spanish), he adeptly manages client inquiries, performs detailed case intakes, and identifies case viability. His tenure at Rudin Law LLC focused on coordinating insurance claims and LOPs, ensuring accurate client data management, and facilitating seamless communication between clients and legal teams. Earlier, as an Intake Manager at B&D Law Group APLC, he refined his skills in lead assessment and client support. With a strong foundation in CRM management, Carlos has consistently demonstrated expertise in client conversion, lead qualification, and precise case documentation. His previous roles in customer service, including positions at Capital One and Sitel, underscore his commitment to quality client experiences and efficient problem resolution. Carlos holds an HVAC Technician certification from Pinellas Technical Educational Center, USA.
Experience
Intake Specialist
Rudin Law LLC, via Virtual Staffing · 2024 — 2025Managed client inquiries through various channels, providing necessary support. Screened clients by collecting details regarding accidents, injuries, insurance, and police reports. Supported case managers in opening insurance claims and engaging with insurance adjusters. Coordinated medical appointments and managed Letters of Protection (LOPs) for timely care. Handled attorney-client agreements, ensuring proper documentation was explained and returned. Submitted intake information to attorneys and case managers for legal assessment.Intake Manager
B&D Law Group APLC, via Virtual Staffing · 2023 — 2023Facilitated communication with potential leads, gathering information for attorney reviews to determine how the firm could assist.Retail Sales Associate
Sitel (Foundever), Nicaragua · 2017 — 2023Addressed customer inquiries related to products, order status, and issue resolution in order to enhance the shopping experience. Assisted customers with both in-store and online purchases, guiding them through selections and checkouts. Delivered personalized service consistent with luxury retail standards and professionally handled customer concerns to uphold brand reputation.Customer Service Agent
Sitel, Virtual Guru (Capital One Account) · 2021 — 2022Delivered real-time support and coaching to front-line agents, contributing to improved CSAT and sustaining high QA compliance scores. Enhanced efficiency by optimizing workflows and focusing on call-control coaching, while ensuring customer experience standards were upheld. Assessed performance data to identify areas for improvement in first-call resolution and compliance with Capital One expectations.Independent Call Center Agent
Rock Honda, Fontana, California · 2021 — 2021Executed high-volume outbound cold calls to engage prospective and previous customers. Followed up with previously unreachable leads to spark interest in vehicle purchases and organized appointments for sales representatives to enhance showroom traffic. Ensured confirmations of appointments, addressed objections, and provided foundational vehicle and financing information, collaborating with the sales team to boost appointment show rates.Customer Service Agent
Capital One · 2017 — 2021Answered customer inquiries and issues regarding credit card accounts to provide timely resolutions. Reviewed and clarified credit card activities, payments, and balances. Resolved billing discrepancies and unauthorized transactions in line with company protocols while maintaining confidentiality during the handling of sensitive information. Demonstrated high-quality service through empathy, active listening, and problem-solving abilities.
Skills & Expertise
Education
- High SchoolCentro Experimental Mexico
- GEDSaint Petersburg Jr. College
- ESLSaint Petersburg Jr. College
- Trade, HVAC TechnicianPinellas Technical Educational Center
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