Victoria Chandler-Hill
Otsego,MN
Summary
Dynamic and results-driven professional with a proven ability to establish and maintain relationships critical to organizational success. Possesses strong leadership and management skills, adept at handling multiple assignments while prioritizing effectively. Excellent writing and organizational capabilities. Eager to leverage exceptional leadership and planning expertise in a non-profit setting. Demonstrated success in cultivating and managing high-performing teams to consistently meet and exceed targets.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Director of Operations – Mass Arbitration Division
The American Arbitration Association
09.2018 - Current
- Lead up to three managers and seven staff across three states, acting as key liaison between personnel and executive leadership
- Own the full talent lifecycle including recruiting, hiring, training, development and performance management
- Ensures data integrity and conducts audits on caseloads to establish consistency within the division and organization
- Achieved team goals through formalized training plans, coaching, and performance management.
- Conducts roundtable discussions with key stakeholders to address issues, concerns and process feedback about the Rules, fees, and processes
- Manages high-level portfolio of: high-profile consumer; and mass arbitration caseloads with over millions at stake
- Elevates team capabilities through development and delivery of comprehensive training programs across multiple locations
- Demonstrates strong judgment in case management by making informed decisions, addressing complaints, and resolving issues raised by counsel and arbitrators. Skilled at finding solutions that maintain positive relationships
- Acts as a resource and thought leader for colleagues seeking expertise due to extensive knowledge of rules and procedures
- Identifies process improvements, suggests and implements changes to enhance efficiencies
- Collects data and disseminates monthly report to division executives, highlighting key metrics and trends for strategic planning initiatives
- Monitored budget and utilized operational resources.
- Developed and executed strategic plans to achieve organizational goals and drive sustainable growth.
Manager of ADR Services
The American Arbitration Association
09.2013 - 09.2018
- Managed a team of three to five staff; owned performance management and talent development
- Led recruiting efforts: interviewed, hired and trained new team members
- Developed trusted relationships, which leveraged the development and delivery of webinars and in-person meetings with external stakeholders
- Conducted final reviews of awards, motions and Orders
- Created and disseminated monthly Vertical Filer report to commercial and international executives, which included case totals, and internal and external trends
Minnesota No-Fault Case Administrator
The American Arbitration Association
09.2011 - 09.2013
- Managed arbitration and mediation case portfolio while delivering excellent client service
- Ensured compliance with all applicable rules and procedures
- Expert time management and tracking of case finances
- Built trust through transparency and neutrality with attorneys and arbitrators
Arbitration Liaison
The Better Business Bureau of Minnesota & North Dakota
06.2010 - 09.2013
- Managed half of the organization’s Community Mediation Center
- Coordinated and scheduled multiple arbitration and mediation hearings each year
- Maintained regular communication with consumers to update them on their cases
- Collected statements from parties and prepared files for arbitrators
- Oversaw consumer accounts for two of Minnesota’s largest retailers
- Conducted background investigations on companies using various research platforms
Client Service Advisor
WomenVenture
01.2009 - 09.2009
- Provided administrative and operational support for WomenVenture staff in all departments, including the advancement, volunteer and work service departments
- Managed and coordinated calendars for business consultants and volunteers
- Follow-up calls to clients to ensure they would be returning for future services
- Maintained accurate database records with client information, volunteer hours
- Managed summer intern for the Client Services Department
Education
Bachelor of Arts - English Literature
Metropolitan State University
St. Paul, Minnesota05.2008
Skills
- Operations Oversight
- Schedule Management
- Performance Evaluations
- Process Improvement
- Leadership training
- Customer Service Management
- Staff Management
- Performance Improvements
- Hiring and Onboarding
Certification
Qualified Neutral under Rule 114, Hamline School of Law, 09/01/11, 30
Accomplishments
- Collaborated with team of five in the development of a System-Wide Reports and Dashboard to effectively capture case management data of teams, specific to the division.
- Used Microsoft Excel to develop tracking spreadsheets.
- Utilized feedback to develop and implement targeted training for the successful adoption of new policies and procedures
Timeline
Director of Operations – Mass Arbitration Division
The American Arbitration Association
09.2018 - Current
Manager of ADR Services
The American Arbitration Association
09.2013 - 09.2018
Minnesota No-Fault Case Administrator
The American Arbitration Association
09.2011 - 09.2013
Arbitration Liaison
The Better Business Bureau of Minnesota & North Dakota
06.2010 - 09.2013
Client Service Advisor
WomenVenture
01.2009 - 09.2009
Bachelor of Arts - English Literature
Metropolitan State University
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