Coleen Matson
Great Falls,MT
Summary
Experienced in case management with a strong legal and customer support background, working effectively with global clientele and diverse populations. Skilled in coordinating case activities and maintaining accurate records. Known for strong organizational skills and streamlining processes. Proven ability to manage multiple priorities and deliver results in fast-paced environment.
Overview
15
15
years of professional experience
11
11
years of post-secondary education
3
3
Certifications
Work History
Case Manager
ExpertsDirect Pty Ltd/ExpertsDirect Pte Ltd
Remote, Metro Manila, Philippines
09.2022 - 04.2025
- Assists clients and expert witnesses in class action and pro bono cases in Australia, and arbitration cases in Singapore, Hong Kong (SAR), and China (APAC region).
- Negotiates agreements and transactions on behalf of company to Australian, Singaporean, and other international clients while maintaining 35% profit margin.
- Facilitates expert witness-lawyer communications.
- Develops and maintains positive client relationships by addressing problems head-on and providing win-win solution for all parties.
- Assists in development and implementation of business strategies and procedures to achieve business goals and stay competitive.
- Optimized departmental workflow by identifying areas of improvement and recommending process enhancements.
- Accomplishes multiple tasks within established timeframes.
- Manages and motivates new case assistants to be productive and engaged in work.
- Evaluates case assistants' performance and conveys constructive feedback to improve skills.
- Assisted in establishment and implementation of performance goals for employees and provides feedback on methods for reaching those milestones.
Trainer and Master Online English Teacher
51Talk
Remote, Metro Manila, Philippines
03.2019 - 08.2024
- Used pre-written curriculum to teach students English via remote video conferencing
- Worked with students between ages 3 and 60 on grammar, pronunciation and sentence construction
- Gently corrected student pronunciation and grammar to improve conversation skills
- Administered assessments and standardized tests to evaluate student progress
- Maintained schedule of appointments and worked up to 40 hours each week
- Implemented diverse instructional methods, optimizing trainee engagement
- Prepared and presented supplementary learning material to support structured lessons
Case Assistant
ExpertsDirect Pty Ltd (Australia)
Remote, Metro Manila, Philippines
10.2020 - 09.2022
- Developed departmental training manuals incorporating company processes and templates for Australia office.
- Helped improve and streamline existing processes for Australia office while assisting in developing new ones for Singapore office.
- Assisted in managing over 200 cases ranging from medico-legal to structural defects in commercial and residential properties while managing over 150 active cases in ad interim capacity.
- Investigated causes and resolutions to case disputes involving lawyers and experts, reviewing case backgrounds, including all correspondence between involved parties, contracts and agreements.
- Correspond with lawyers and expert witnesses daily to assist in their cases and preparation of expert witness reports to be used in litigation.
- Contacts clients to schedule appointments and discuss progress of cases.
- Reviews case files and reported case progress to clients.
- Uses critical thinking to break down problems, evaluate solutions and make decisions.
- Negotiates with clients and experts as case requires.
- Prepares variety of different written communications, reports and documents.
Online English Tutor
HiTutor, Inc.
Pasig City, Metro Manila, Philippines
06.2012 - 07.2013
- Varied teaching methods for verbal language instruction by expressing and selecting specific vocabulary clearly.
- Identified problems with students by clearly and effectively addressing issues.
- Interacted positively with at least 20 individuals from different backgrounds, all levels of language experience every week.
- Applied in-depth understanding of course materials and tutoring tactics to help at least 10 new students every month.
- Participated in training classes to improve tutoring practices and learn new tutoring techniques.
- Structured activities for interactive learning, including word analysis, reading understanding and fluency skills.
Technical Support Representative
Stream Global Services Inc.
Quezon City, Metro Manila, Philippines
01.2011 - 06.2011
- Processed over 50 support requests received every day for technical assistance on wide range of issues related to DISH USA's cable service.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Customer Service Representative
Sitel Philippines Corporation
Quezon City, Metro Manila, Philippines
04.2010 - 10.2010
- Answered constant flow of customer calls with up to 10 calls in queue per minute.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
J.D. - Law
Ateneo De Manila University School of Law
Makati City, Philippines 05.2013 - 07.2018
Bachelor of Arts - Chinese Studies (Business Track)
Ateneo De Manila University
Quezon City, Philippines 05.2006 - 10.2011
Skills
Case management
Internship
Corporate Legal Intern, Herrera Teehankee & Cabrera Law Offices
Makati City, Philippines • June 2015
- Reviewed legal information and proofread documentation for errors.
- Researched land and agricultural laws and regulations and delivered analysis and assessments to one of the managing partners.
- Attended and took part in a client's annual stockholders meeting.
- Gained valuable insight into regulations and policies associated with corporate law.
Legal Intern, Department of Justice of the Republic of the Philippines, Public Attorney's Office
Quezon City, Philippines • April to May 2015
- Reviewed legal information and proofread documentation for errors.
- Created highly researched and articulate legal paperwork such as pleadings, briefs, and judicial affidavits.
- Gained valuable insight into regulations and policies associated with labor, and criminal law.
- Advised clients, under supervision, on legal matters involving civil, and criminal matters.
- Explained available courses of action and possible repercussions of cases to clients.
- Attended court proceedings and pre-trial meetings for marking of evidence.
- Researched updates on labor law jurisprudence, laws and regulations and delivered analysis and assessments to supervising attorneys.
Certification
EnglishFirst Standardized English Test (Ranking equivalent to C2 Proficient Level of the CEFR)
Accomplishments
- Most Valuable Player of the Month for September 2021, June and July 2022, ExpertsDirect
- Company Awardee 2021 and 2022, ExpertsDirect
- Promoted to Senior Online English Teacher after only eight months of employment 2019, 51Talk
- Best Manager, Cultural Department, Ateneo Celadon Ateneo de Manila University 2009
- Appointed Cluster Head of the Inter-Cultural Relations Cluster, Ateneo Lingua Ars Cultura Ateneo de Manila University 2009
- Selected as a participant for the Leadership Development Program, Ateneo Celadon Ateneo de Manila University 2008
- Top Member in the Cultural Department, Ateneo Celadon Ateneo de Manila University 2008
Work Preference
Work Type
Part TimeContract WorkFull TimeWork Location
RemoteWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Languages
English
Native or Bilingual
Filipino
Native or Bilingual
Software
MacOS and Windows
Microsoft Office/Google Drive/iWork Suite
Microsoft Teams and Outlook
Zoom
Web browsers (Google Chrome/Brave Browser/Microsoft Edge/Safari)
Adobe Acrobat Reader
Interests
Reading
Writing and Micro-blogging
Cooking and Baking
Travel
Cleaning
Affiliations
- The Women of Aleitheia
Timeline
Case Manager
ExpertsDirect Pty Ltd/ExpertsDirect Pte Ltd
09.2022 - 04.2025
Case Assistant
ExpertsDirect Pty Ltd (Australia)
10.2020 - 09.2022
EnglishFirst Standardized English Test (Ranking equivalent to C2 Proficient Level of the CEFR)
10-2019
Teaching English as a Second Language (TESOL)
06-2019
Teaching English to Young Learners (TEYL)
06-2019
Trainer and Master Online English Teacher
51Talk
03.2019 - 08.2024
J.D. - Law
Ateneo De Manila University School of Law
05.2013 - 07.2018
Online English Tutor
HiTutor, Inc.
06.2012 - 07.2013
Technical Support Representative
Stream Global Services Inc.
01.2011 - 06.2011
Customer Service Representative
Sitel Philippines Corporation
04.2010 - 10.2010
Bachelor of Arts - Chinese Studies (Business Track)
Ateneo De Manila University
05.2006 - 10.2011
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