Kelly Baker
Isanti,MN
Summary
Accomplished supervisor/leader focused on meeting customer expectations and achieving company goals while adhering to and enforcing legal rules and procedures. Drives success by directing high-producing teams while developing lasting employee rapport. Willingness to take on added responsibilities to meet team and company goals. Hard-working and dedicated. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
34
34
years of professional experience
Work History
Supervisor
American Arbitration Association
01.2014 - Current
- Daily supervision of MN NF Team including one senior case administrator, one case administrator, two case assistants
- Supervise and manage the MN NF Intake operation
- Conduct quarterly audits of case administrators files
- Assess performance and conduct mid-year and annual performance reviews
- Compile quarterly accomplishments of employees for incentive suggestions
- Continually review MN NF operations and case administration to improve efficiency and customer satisfaction
- Collaborate with the AVP on all MN NF initiatives, projects, meetings
- Attend quarterly meetings of the MN No-Fault Standing Committee - draft meeting Minutes - assist with Agenda preparation and communications with the committee - provide back-up for AVP in all dealings with the committee and the MN supreme court via the court liaison - manage/host quarterly Zoom meetings
- Monitor team for adherence to annual training requirements
- Hold monthly team and individual meetings with team to identify and/or discuss issues/problems and to collaborate, brain-storm and think critically
- Assist with and provide recommendations regarding the RFP/bid process to the supreme court to continue administration of the MN NF arbitration caseload for the state of MN
- Assist in RFP/bid proposal
- Review/edit all communications related to the MN NF program
- Work with Marketing to ensure website is current
- Manages the process for new MN NF arbitrators - communications, review of applications and follow up on items, collaboration with Panel Relations on creation of resumes/accounts, plans and trains all new arbitrators, assists with conduct complaints, compiles individual electronic files
- Hires and trains employees
- Collaborates with other managers and directors regarding case issues, leadership, or personnel issues to foster a better overall environment for our direct reports
- Reviews new filings, arbitrator objections and case issues
- Manages annual recertification of the MN NF Arbitrator panel (approx 300+ members)
- Manages creation and dissemination of a bi-annual MN NF Newsletter for arbitrators and parties
- Reviews issues and works to ensure adherence to Rules while providing strong leadership and direction in dealing with all situations
- Serves on multiple committees within the AAA organization which further enhances my overall knowledge, furthers my growth and fosters innovative thinking
- Committed to carrying out the AAA's vision and values by daily interaction with staff and daily monitoring of work
- Manages individual MN NF caseload of approx 150 active cases
- Provides coverage plans for employee absences
- Collaborates with other managers and directors related to case administration, leadership and personnel issues - discussion of leadership podcasts and articles - all to enhance leadership and management skills
- Works with directs on goal setting and working efficiently while providing top customer service
- Monitored and tracked data for specific initiatives and reports
- Ensures arbitrator and party compliance with Rules and procedures
Case Administrator - Senior Case Administrator
American Arbitration Association
03.1990 - 01.2014
- Managed high-volume caseload, ensuring accurate documentation and organization of files
- Collaborated with arbitrators to ensure efficient case progression and adherence to Rules in issuing a timely Award
- Problem-solved financial issues or problems on cases and with parties or arbitrators by collaboration with the Finance department
- Assisted with hiring and training
- Assisted with MN NF Intake and management of case assignments
- Collaborated with other case administrators to ensure timeliness and consistency on case issues
- Assisted with file destruction and file room maintenance
- Answered general calls and monitored reception desk for calls and hearings
- Attended quarterly meetings of the MN No-Fault Standing Committee
- Collaborated with team members to reduce postage budget from $60,000 to $10,000/year
- Learned several different operating systems for use in administration of cases
- Completed required training
- Assisted with the work of other case administrators who were struggling
- Assisted with supervision of case assistants
Education
Bachelor of Arts - Business Administration - Human Resources Mgmt
College of St. Thomas (n/k/a Univ of St. Thomas)
St. Paul, MN12.1989
Skills
- Staff and Project Management
- Strategic Planning and Cross-functional Collaboration
- Data Analytics
- Problem-Solving
- Training and Mentoring
- Policy Enforcement
- Time Management
- Leadership Abilities
- Conflict Resolution
- Process Improvement
Timeline
Supervisor
American Arbitration Association
01.2014 - Current
Case Administrator - Senior Case Administrator
American Arbitration Association
03.1990 - 01.2014
Bachelor of Arts - Business Administration - Human Resources Mgmt
College of St. Thomas (n/k/a Univ of St. Thomas)