Guillermo Prado

I am a professional with a solid track record in three key areas: legal assistance, sales and customer service. My experience as a legal assistant has allowed me to develop skills in document management, report preparation and support in legal processes, always with a detailed and organized approach. In my role as a sales agent, I have acquired a deep understanding of client needs, negotiation skills and the ability to generate positive results through teamwork.

In addition, my experience in customer service has given me an excellent ability to solve problems, maintain relationships of trust and ensure customer satisfaction, always with empathy and professionalism. This combination of skills has allowed me to adapt to various work environments, contributing to the success of the projects and objectives of the companies with which I have collaborated.

Client Care Specialist (Upwork Freelancer) at The Law Firm of Moumita Rahman, PLLC (2025-03 – 2026-03)

• Maintained communication with clients by providing case updates on the progress and status of their cases.
• Handled inbound calls and client inquiries with patience and clarity, escalating complex issues to attorneys when necessary.
• Modeled the firm's service standard while maintaining technical accuracy and help strengthening long-term client relationships.
• Maintained accurate client data across internal systems.
• Collaborated closely with attorneys and the case team to provide concise case updates and ensure smooth case management.
• Qualified potential clients and gathered initial case information.

Legal Assistant at Downtown L.A. Law Group (2023-08 – 2026-05)

• Supervised and supported a team of filing clerks to ensure accurate and timely document processing.
• Drafted summons and complaints for filing.
• Reviewed client contracts and gathered initial information regarding vehicle issues.
• Filed and served drafted and conformed legal documents.
• Collected client information.
• Maintained and managed client files.
• Initiated communication and responded to client inquiries.
• Performed general administrative tasks including filing, mailing, answering phone calls, and greeting clients.
• Entered data into CRM systems and maintained accurate records.
• Supported intake process by organizing and reviewing case documentation.
• Filing Department Team Lead.
• Trained new team members on filing systems and procedures.
• Organized and prioritized daily workloads to meet deadlines.
• Identified and resolved workflow issues to improve efficiency.

Customer Service at Foundever (Contractor for UnitedHealthcare) (2021-10 – 2023-08)

• More than 90% of customer satisfied.
• Provided consecutive, first-person interpretation services.
• Managed support tickets.
• Assisted in coordinating interpreter services for various hospital departments, ensuring timely access to language assistance for all patients.
• Asked appropriate questions and listened actively to identify issues while documenting required information in computer systems.
• Reviewed and researched incoming medical claims from members and providers by navigating multiple computer systems and verifying the information necessary for processing.
• Met the performance goals established for the position in the areas of: efficiency, accuracy, quality, member satisfaction and attendance.
• Adapted quickly to various settings within the hospital environment – from emergency rooms to outpatient clinics.
• Provided consistent high-quality language support regardless of location. Maintained strict Confidentiality, adhering to HIPAA guidelines while handling sensitive medical information during the interpretation process.
• Provided accurate and impartial interpretation services during medical consultations, medical terminology, procedures, instructions, information between Spanish-speaking patients and English-speaking healthcare professionals and other healthcare interactions.
• Assisted more than 50 customers daily.
• Provided information about plan benefits.

Sales Representative at Adler Solution (2019-07 – 2021-10)

• Actively and consistently supported efforts to simplify and enhance the customer experiences.
• Effectively sold products and services to new and existing prospects.
• Provided effective audio remote interpreting and performed basic troubleshooting for technical issues.
• Informed prospects about product pricing models and competitive advantages compared to other service providers.
• Social media management.
• Met monthly goals.
• Managed the full sales process from start to finish.
• Followed up with customers in a timely manner.
• Performed upselling and cross-selling to existing customers.

High School – Oscar Chavarria Duarte Managua, Nicaragua (2010 – 2014)