Open to opportunities

Mario Gaitan

@mariogaitan

Message

Bilingual intake operations and client acquisition specialist focused on converting leads to retained clients.

Nicaragua

Message

What I'm looking for

I’m looking to drive intake performance end-to-end—qualifying leads, improving conversion, and building clean SOP-driven workflows. I want a fast-paced, client-focused team where I can train others and optimize CRM and operations for retention.

I’m a bilingual (English/Spanish) intake operations and client acquisition specialist with 10+ years of experience leading intake, customer success, sales, case management, and operations support across legal, healthcare, nonprofit, financial services, and marketing.

In my most recent role as Senior Intake Specialist & Intake Operations Lead at Driver's Defense Team (DDT Law Group), I helped build the Personal Injury Intake Department from the ground up—creating intake workflows, SOPs, qualification criteria, scripts, and operational processes. I trained seven team members (including ownership) on case qualification and client conversion strategies, and I consistently contributed to signing about 20–25 personal injury cases per month.

I’ve also handled high-volume outreach and communications—managing around 200 outbound calls per day while supporting inbound lead volume. I conduct intake, consultations, objection handling, retainer and payment processing, and I guide prospective clients through onboarding and sign-up, then continue with post-sign-up case management like treatment coordination and provider follow-up.

I bring strong systems and CRM expertise, using tools such as Salesforce, Filevine, Lead Docket, Clio, and Zoho CRM, plus communication platforms like RingCentral and Heymarket. Alongside training and process improvement work, I’ve consulted via Upwork for U.S.-based organizations to improve client acquisition, retention, and operational efficiency through optimized lead pipelines and intake workflows.

Experience

Work history, roles, and key accomplishments

Subcontractor Recruiter

DiBara Masonry

Jul 2026 - Sep 2026 (2 months)

• Ran a 3-month subcontractor recruiting campaign for DiBara Masonry in Los Angeles.
• Sourced, built, and maintained an outreach pipeline across masonry, concrete, and paving trades.
• Ran high-volume bilingual (EN/ES) cold calls, texts, and emails to qualify licensed contractors.
• Vetted vendor capacity, insurance, and interest to deliver warm, bidding-ready leads and KPI reports.

Intake & Client Acquisition Consultant

Upwork

Aug 2021 - Aug 2026 (5 years)

• Managed remote bilingual (EN/ES) intake, appointment setting, and client onboarding for U.S. firms.
• Qualified high-volume leads, booked consultations, and boosted conversion and retention rates.
• Maintained accurate pipeline and CRM records across Salesforce, HubSpot, Filevine, and Zoho CRM.
• Handled cross-functional client support and vendor outreach with strict attention to SOPs.

Client intake Lead Qualification Consultative Sales Appointment Setting CRM Management Customer Success Virtual Administrative Support Sales Operations Legal Assistance Customer Service Lead Management Bilingual Communication Lead Docket Filevine Sales Training and Development Retention

Coaching & Quality Assurance Specialist

Comley Fresch

Jan 2026 - Jul 2026 (6 months)

• Led quality assurance and coaching for Intake and Client Success Specialist (CSS) department reps.
• Ran call reviews and 1-on-1 coaching to elevate professionalism, communication, and client trust.
• Evaluated case qualification, objection handling, active listening, retention, and de-escalation.
• Developed actionable coaching plans and partnered with leaders to boost consistency and services.

Customer Relationship Management Team Coaching Quality Assurance Legal Intake And Client Communication Case Qualification Process Improvement Workflow Optimization AI Productivity Workflow Automation

Intake Specialist & Operations Lead

Driver Defense Team

Aug 2025 - Jul 2026 (11 months)

• Built PI Intake Department from scratch; created SOPs, scripts, and workflows.
• Trained 7 staff members and ownership on case qualification and conversion.
• Handled PI, Criminal Defense, and SOS leads via 200+ daily calls in Salesforce.
• Signed 20–25 PI cases monthly, managing onboarding, treatment, and follow-ups.
• Partnered with leadership and vendors to maximize lead quality and outreach.

Patient Services Coordinator

ChemoCars

Feb 2023 - Jul 2026 (3 years 5 months)

• Onboarded cancer patients via bilingual intake calls, verifying eligibility.
• Coordinated medical transit via Uber/Lyft and tracked rides for safe arrival.
• Handled recurring scheduling, live troubleshooting, and calendar management.
• Ensured strict data confidentiality across all patient and provider communications.

Intake Specialist Trainer & Shift Lead

The Law Brothers

Mar 2022 - Aug 2025 (3 years 5 months)

• Qualified PI, WC and SSD leads via high-volume calls to maximize client retention
• Gathered facts of loss, collected case docs, and maintained clean CRM records (Filevine/Lead Docket)
• Promoted to Shift Lead managing 15 reps; trained 20+ intake specialists on objection handling and SOPs
• Partnered with attorneys and leadership to optimize onboarding workflows and ensure strict quality control

Personal Injury Law Legal Intake Labor Law Workers’ Compensation Coaching and Mentoring Team Leadership Intake Specialist Virtual Administrative Support

Appoinment Setter & Lead Generation

Calldrip

Jun 2020 - Jul 2021 (1 year 1 month)

• Ran high-volume outbound calling campaigns for automotive dealerships across the US and Canada.
• Engaged digital marketing leads, qualified buyer intent, and booked dealership sales appointments.
• Re-engaged cold and inactive leads through structured follow-ups to maximize pipeline conversion.
• Maintained accurate customer records, call logs, and pipeline status within automotive CRM systems.

Lead Generation Lead Management Appointment Setting Sales Development Outbound Sales Customer Relationship Management Zoho CRM Bilingual Spanish

Customer Service & Fraud Specialist

Capital One

Jul 2019 - May 2020 (10 months)

• Supported credit card customers with billing inquiries, account maintenance, and secure payments.
• Verified customer identity and maintained strict compliance with financial security policies.
• Monitored accounts for fraud, investigated suspicious charges, and initiated security escalation.
• Delivered empathetic service, resolved complex issues, and maintained flawless CRM documentation.

Fraud Detection Fraud Prevention Financial Services Risk Management Risk Assessment Data Security Customer Relationship Management

Intl. Volunteer Brigade Coordinator

Global Brigades, Inc.

Dec 2015 - Dec 2019 (4 years)

• Managed logistics and daily operations for international medical brigades across CA communities.
• Coordinated transit, housing, and scheduling for global volunteers, doctors, and support teams.
• Supervised field staff, drivers, and translators while evaluating operational quality standards.
• Trained and onboarded new Brigade Coordinators, resolving logistics challenges in remote areas.