Oversee implementation of Class Action projects from launch to close. Interface with clients to ensure settlement administration is in compliance with Court orders.

Handle day to day administration of class action lawsuits. Correspond with Counsel, vendors, and Class Members. Setup and monitor case-specific websites and email addresses. Process, proof, and evaluate claims. Review Class Member documentation and oversee distribution of settlement benefits to Class Members.

Handle day to day administration of class action lawsuits. Correspond with Counsel, vendors, and Class Members. Setup and monitor case-specific websites and email addresses. Process, proof, and evaluate claims. Review Class Member documentation and oversee distribution of settlement benefits to Class Members.

Oversee case management teams responsible for handling day to day administration of class action lawsuits. Manage team calendar and workload. Correspond with Counsel, vendors, and Class Members. Setup and monitor case-specific websites and email addresses. Process, proof, and evaluate claims. Review Class Member documentation and oversee distribution of settlement benefits to Class Members.

o Managed staff ranging from 6-20 Contact Center Representatives (CSRs) and 2-4 Contact Center Leads.o Ensured calls/interactions were handled in a timely manner and departmental goals were achieved.o Reported on incoming and outgoing calls/interactions on a daily basis.o Assisted in incoming calls as necessary.o Coordinated and led CSR training.o Oversaw incorporation and training of off-site call centerso Investigated trends, surface issues, identified root problems and collaboratively worked with specific teams or individuals to resolve issues.o Coordinated with other departments to ensure Frequently Asked Questions were provided for every case; managed constant updating based on call volume and typeo Defined and implemented quality improvement initiatives targeting specific Contact Center metrics and performance standards as well as overall company profitability.

o Indirectly supervised members of administration team to ensure accurate and timely claims processing and review.o Under direct supervision of Case Manager, coordinated with other departments to manage all aspects of each assigned case, from inception through distribution and closure.o Created and adhered to Settlement Timeline for each assigned case to ensure compliance with all Court Orders and governing documents.o Completed internal case database (Implementation Plan) with all necessary details pertaining to each assigned case including but not limited to: Case deadlines Case status and frequently asked questions for CSRs Opening and processing instructions for claimant correspondence (claims, opt outs, etc.) Claim review eligibility Software requirements Distribution instructionso Ensured Implementation Plan remained up to date through life of each assigned case.o Built basic static websites and coordinated with IT to create interactive claim filing websites.o Assisted IT group in creation and upkeep of proprietary case software for each assigned case.o Served as back up to Case Manager as primary point of contact with Counsel and the Courts.o Assisted in review of class member data in preparation for notification mailings.o Reviewed and revised documents for mailings.o Communicated with claimants using written and verbal correspondence.o Reviewed claimant documentation to asses claim eligibility.o Drafted and reviewed declarations.o Prepared distributions of settlement benefits to claimants (checks, coupons, samples, etc.)o Assisted Case Manager in billing; audit and reconcile costs to forecasted budget.

o Communicated with claimants using written and verbal correspondence.o Processed incoming claims and claimant correspondence.o Compiled, documented and reported on requests for exclusion.o Reviewed claimant documentation to asses claim eligibility.o Coordinated requests for additional documentation and/or notices of deficient claims.o As Case Lead, assisted Case Manager in creation and adherence to Settlement Timeline.o As Case Lead, assisted Case Manager in settlement benefit distribution preparation.