Luis Alberto Carrero Lugo
Santo Domingo,República Dominicana
Summary
Dynamic professional with proven experience in fast-paced environments, delivering high-quality results consistently. Exceptional adaptability and resilience in managing last-minute changes while driving growth and improvement. Core competencies include strategic problem-solving, effective time management, and a strong commitment to customer service excellence.
Overview
14
14
years of professional experience
Work History
Personal Injury Protection
FMG - Family Medical Group
Miami, USA
01.2021 - Current
- Conducted investigations to verify facts of the incident leading to the claim.
- Completed required investigations on referred files within established timeframes.
- Examined medical records, bills, and other documents related to personal injury protection claims.
- Verified liability extent with reviews of police reports, medical treatment histories and other records.
- Ensured compliance with state regulations governing personal injury protection adjusters.
- Communicated regularly with clients, claimants, attorneys and other stakeholders throughout the process.
Sales Specialist
Top Bachelor Party / Vacation World LLC
Miami, USA
01.2021 - 11.2024
- Planned outbound sales calls and emails campaigns targeting prospective clients.
- Set up meetings with potential clients and listened to their wishes and concerns.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Negotiated prices and set up contracts to finalize sales agreements.
- Identified opportunities for cross-selling products or services within existing accounts.
- Prepared and delivered appropriate presentations on products and services.
- Developed and implemented sales strategies to increase customer base.
- Resolved customer complaints in a timely manner.
- Educated customers on product features and technical details to highlight benefits.
Training Manager / Learning Development
UX Center
San Isidro
01.2020 - 07.2021
- Mentored team members to succeed and advance within department and company.
- Collaborated with subject matter experts, vendors and third-party training providers to support learning and development strategy.
- Monitored progress of trainees through feedback from managers and supervisors.
- Collaborated with internal teams to produce and maintain knowledge base content.
- Organized manuals, multimedia visual aids and other educational materials to aid training.
- Organized and coordinated training sessions for new employees.
Customer Service
Top Bachelor Party / Vacation World LLC
Miami, USA
10.2017 - 01.2021
- Provided guidance on complex customer service matters.
- Provided customer service and resolved customer complaints.
- Maintained accurate records of customer service activities.
- Documented customer service interactions in ticketing systems.
- Answered incoming calls and provided customer service.
- Identified opportunities to improve customer service processes.
Learning / Development Trainer
UX Center
San Isidro
08.2019 - 01.2020
- Evaluated the impact of different types of training methods used in a variety of contexts.
- Analyzed data from post-training evaluations to determine which areas need improvement or further exploration.
- Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
Learning / Development Trainer
Alorica
Santo Domingo
05.2017 - 10.2017
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Completed day-to-day duties accurately and efficiently.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Prioritized and organized tasks to efficiently accomplish service goals.
PI Appointment Coordinator
ADOHEALTH
Santo Domingo
08.2016 - 10.2017
- Updated system to organize office documentation, maximizing efficiency and increasing productivity.
- Performed follow-up calls after each appointment to ensure satisfaction with services provided.
- Answered phone calls, emails, and other inquiries from patients regarding appointment scheduling.
- Scheduled and confirmed appointments.
Customer Service Representative
Alorica
Santo Domingo
05.2017 - 05.2017
- Strengthened customer retention by offering discount options.
- Developed strong customer relationships to encourage repeat business.
- Promoted available products and services to customers during service, account management and order calls.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Medical Back Office
ADOHEALTH
Santo Domingo
05.2016 - 08.2016
- Answered phones, scheduled appointments, greeted patients and ordered supplies.
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
- Responded to patient callbacks and phone-in prescription refill requests.
Team Lead
Convergys - Stream
Piantini
06.2014 - 03.2016
- Implemented strategies to take advantage of new opportunities.
- Facilitated training sessions for new employees on company policies and procedures.
- Developed and monitored key performance indicators (KPIs) to assess team effectiveness.
- Established clear team goals aligned with company objectives, tracking progress regularly.
- Conducted regular performance evaluations, providing constructive feedback and personalized coaching.
Training Services
Convergys - Stream
Piantini
11.2013 - 06.2014
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Completed day-to-day duties accurately and efficiently.
- Set specific goals for projects to measure progress and evaluate end results.
Senior/Team Support/Development
Convergys - Stream
Piantini
03.2011 - 11.2013
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Completed day-to-day duties accurately and efficiently.
Education
High School Diploma -
Walton High
Bronx, NY, EE. UU.01.2007
Skills
- Time management
- Record preparation
- Data entry
- Multitasking and organization
- Verbal and written communication
- Customer service
References
- Victor Reyes, Training Manager, Alorica - Learning /Development, 829-392-6940, 809-985-0000
- Jeffry Henrique, Trainer, Alorica - Learning /Development, 809-506-6377, 809-985-0000
- Salome Baona, HR Manager, ADOHEALTH, 829-801-7485, sbaena@adohealth.do
- Mario Pereyra, Trainer, Military Aid Advisory Group-MAAG, 809-443-1935, 809-594-1427
- Michael Perez, Customer Service Manager, Vacation World LLC, CS Manager, 305-454-1220, 809-881-9872
Workdescription
- Responsible for the designated reps on development and growth.
- Performance plans for incoming agents.
- Performance report and analysis of every agent on a daily basis.
- Managing results and coaching for development.
- Payroll, Attendance, Performance and Behavior Management.
Affiliations
- Content Creator
- Sport Fanatic
- Travel
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Personal Injury Protection
FMG - Family Medical Group
01.2021 - Current
Sales Specialist
Top Bachelor Party / Vacation World LLC
01.2021 - 11.2024
Training Manager / Learning Development
UX Center
01.2020 - 07.2021
Learning / Development Trainer
UX Center
08.2019 - 01.2020
Customer Service
Top Bachelor Party / Vacation World LLC
10.2017 - 01.2021
Customer Service Representative
Alorica
05.2017 - 05.2017
Learning / Development Trainer
Alorica
05.2017 - 10.2017
PI Appointment Coordinator
ADOHEALTH
08.2016 - 10.2017
Medical Back Office
ADOHEALTH
05.2016 - 08.2016
Team Lead
Convergys - Stream
06.2014 - 03.2016
Training Services
Convergys - Stream
11.2013 - 06.2014
Senior/Team Support/Development
Convergys - Stream
03.2011 - 11.2013
High School Diploma -
Walton High
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