HITOMI L MATSUO
Case Manager
Muntinlupa City
Summary
Case Manager - Life Insurance managing life insurance cases and completing 10–20 follow-ups per week across life insurance providers and updating information in Redtail, and Salesforce workflows. Coordinates follow-up with agents and external insurance case managers, resolves case issues, and keeps records moving through review and documentation steps with clear communication. Monitors pending cases through Insurance portals to ensure requirements are completed. Brings reporting support through Excel reports and accurate data entry.
Overview
3
3
Languages
11
11
years of professional experience
Work History
Case Manager
Fortright Capital Partners LLC
05.2023 - Current
- Marketing Associate (May 2023 – June 2024)
- Pension Specialist (November 2023 – January 2026)
- Case Manager – Life Insurance (June 2024 – Present)
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Monitored ongoing cases closely, adjusting case management strategies based on evolving circumstances.
Collections Analyst
EXL Service Philippines
05.2019 - 05.2023
- 4 years in a Collections BPO Account (Blended-Call and Email communication) for an American Logistics Company
- Served as Interim Subject Matter Expert for 2 years, providing guidance and support to team during 4-year tenure.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, ensuring efficient collaboration and productivity among team members.
- Organized and detail-oriented with a strong work ethic.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
Sales Associate
Convergys
06.2015 - 03.2016
- Gained 9 months experience in BPO sales for Sprint at Northgate Cyberzone
- Convergys Site 4 “Sales Agent of the Week.”
- Assisted customers through inbound calls with product information, upgrades, and resolution of disputes
Education
Bachelor of Arts - Political Science
05.2001 -
High School Diploma -
05.2001 -
Primary Education -
01-2007
Skills
MS Word
PowerPoint
Excel
Data entry
Salesforce
Case management
Collections management
Customer account resolution
Escalation management
Timeline
Case Manager - Fortright Capital Partners LLC
05.2023 - Current
Collections Analyst - EXL Service Philippines
05.2019 - 05.2023
Sales Associate - Convergys
06.2015 - 03.2016
Pamantasan Ng Lungsod Ng Muntinlupa (Undergraduate) - Bachelor of Arts, Political Science
05.2001 -
Muntinlupa National High School - High School Diploma,
05.2001 -
Muntinlupa Elementary School - Primary Education,
Listening to Music, Drawing, Reading, Learning Languages
I like listening to music of different languages as I'm an auditory learner. Draw illustrations of what interests me, like anime and nature. I read mangas for fun and in the original language it was written in to enhance my reading skills in other languages, I also like reading thriller and horror detective novels as I want to know what goes on in the mind of the person's point of view.