Orlan Duetes
egal Intake Specialist / Case Advocate, Customer Service Representative, Hotel Reservationist
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About
Results-driven Professional and Licensed Teacher with nearly 3 years of experience across legal intake specialist and case advocate roles, hospitality operations, and telecommunications. Demonstrated success in client qualification, lead generation, and consultative upselling within high-volume, fast-paced environments. Expert in navigating complex CRM systems, managing multi-channel communications, and resolving escalated customer inquiries.
A highly adaptable and organized problem-solver with a proven track record of maintaining strict data accuracy and driving client retention in both corporate and remote settings.
Experience
Legal Support Intake Specialist at Splace BPO (2025-02 – 2026-08)
- Coordinated client communications and scheduling, ensuring timely, professional touchpoints that fostered trust and maintained seamless legal workflows.
- Thrived in a high-volume, fast-paced legal environment, successfully prioritizing multiple competing tasks and case files simultaneously without sacrificing quality.
- Maintained rigorous data integrity in the CRM system by cross-checking intake responses, verifying client documentation, and auditing records to ensure absolute accuracy.
- Conducted thorough initial client assessments to evaluate the merits of personal injury cases, accurately screening prospective clients to determine eligibility for legal representation.
- Managed high-profile class action and multidistrict litigation in personal injury case intakes, specializing in complex matters including gaming addiction, California juvenile detention facility abuses, toxic consumer product liabilities, and pesticide exposure litigation.
Professional Development Course Training at SNAPSCALE (2026-01 – 2026-03)
- Navigated and understood PROMPT EMR.
- Underwent intensive training on U.S. clinical workflows.
- Learned how to conduct U.S. healthcare insurance verification.
- Learned how to verify insurance through phone calls and online platforms.
- Learned to use communication tools like Weave for inbound and outbound calls.
- Certified HIPAA-compliant, ensuring adherence to patient confidentiality and protection of personal information.
Customer Service Representative at VXI (2024-06 – 2024-12)
- Provided technical support for TV, internet, and phone services
- Assisted with billing, account inquiries, and service troubleshooting.
- Recommended strategic service upgrades to boost revenue while maintaining high customer satisfaction.
- Guided clients through modem/router setups, equipment activations, and remote signal resets.
- Handled cancellation requests by identifying pain points and offering targeted promotions to retain accounts.
Hotel Reservationist at ALORICA (2022-03 – 2023-02)
- Managed luxury hotel reservations across the entire Caesars property portfolio in a high-volume environment.
- Processed room changes, cancellations, and complex adjustments with strict data accuracy.
- Coordinated special requests, accessibility needs, and high-tier loyalty program preferences smoothly.
- Maximized booking value by promoting premium room upgrades, show tickets, dining packages, and other amenities.
- Utilized advanced enterprise databases to track room availability, apply promotional codes, and verify dynamic nightly rates.
Education
Bachelor's Degree in Bachelor of Secondary Education Major in Science – Davao Oriental State University (2019 – 2024)
