Mario Gaitan

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.