• Create agenda for weekly Case Manager meetings.• Review outstanding cases in the internal database to ensure Case Managers are following up on cases within the appropriate guidelines. • Review online employee development training courses. Provide feedback, suggestions, and recommendations on courses that are relevant to the Case Manager to increase accuracy, productivity, and overall development. • Manage appointments between several different parties to ensure all client and expert needs are met. This includes but is not limited to following up, setting reminders, vetting experts, and setting up preliminary phone calls with all parties.• Follow up on all outstanding documents so that all client and expert deadlines are met. • Work in a fast pace environment while staying organized. • Provide attorney's expert witness options for cases in litigation and pre-litigation. • Ensure case experts are scheduled prior to expert disclosure dates. • Follow up with clients to secure all case records in order to meet case deadlines. • Schedule case experts for phone calls with the attorneys, depositions, mediations, and trials or arbitrations.

• Respond to incoming calls from customers on issues related to benefit eligibility questions and prescription status inquires. • Guide and educate callers on their prescription benefits, use of plan, formulary, premiums and stat of orders and claims or inquires. • Ask appropriate questions and listen actively while document required information in computer systems. • Identify issues and communicate solutions and steps to customers, pharmacies and physicians with prescriptions orders and reorders. • Make outbound calls to customers on prescription order and payments issues.

• Organize class and create an entertaining atmosphere. Motivate clients to improve their physical strength and reach their individual fitness goals. • Maintain relationships with class participants, give guidance on proper form, create inspiring playlist and motivate the community. • Provide challenging classes while offering modifications for newer students. • Help participants with bike set up and form.

• Liaison between Institutional Structured Products and Legal Departments. Create ‘Whale Watch’ Communications, keeping brokers and office staff abreast of major updates and changes. Process rate changes and internal communications.• Quote in a box Subject Matter Expert. Accurate review and processing of quotes and lock-in requests. Gather competitive intelligence and execute pricing authority decisions. Facilitate new version rollouts.• Provide excellent customer service and cultivates relationships with brokers and office staff to assist in developing and expanding the Pacific Life structured settlement business. • Review escalated items, complex issues, and case acceptability questions. This includes thorough researching of inquiries and providing recommendation to senior management.• National Structured Settlement Trade Association annual and regional attendance. Update exceptions report, meds processing report, industry sales report and bi-monthly sales reports.

• Supervision of 15 direct reports in the Annuities and Customer Service Departments. Interviewed, hired and trained staff. Provided ongoing feedback on staff performance, created development plans and wrote annual performance reviews.• Monitored and reviewed daily workflow processes. Resolution of complex issues for brokers and contract owners. Developed contingency plans to ensure the achievement of the Pacific Promise.

• Managed all new hires in the 6-week Customer Service Training Program.• Design and development of new hire training material. Arranged training logistics and updated coursework to stay current with industry standards. Supervised all departmental projects and communication updates.• Presented all training material to new hire training classes. Class size ranged from 5-10 students.

• Receive and respond to incoming calls from contract owners, register representatives and back office staff. • Processed trades, advanced trades, and New Business sub-payments. Produced RMD, 72t/q and Principal Plus Quotes. • Conducted on the job training for new Customer Service Specialists and provided technical and departmental assistance to Customer Service Specialist I’s.

• Directed a staff of 11 field managers responsible for strategic account development. Analyzed retail market trends via an online data capture website. Daily client contact to ensure open communication and manage client expectations. • Created and implemented a $1.1 million point of contact retail support program for RCA.

• Managed annual trade show activity and allocation of the advertising budget. • Content creation and design of the company website.