Frances Crusoe Email & Phone Number

Greater Atlanta Area

Successfully manages, provides leadership and guidance over a team that handles over 200 arbitration and mediation cases from commercial and B2B clients and ensuring that all team members meet their goals and objectives.Creates and delivers presentations to potential and existing clients including product demos and proposals.Develops and implements strategies to improve key performance indicators resulting in 30% increase in team productivity.Maintains strong relationships with dedicated customers resulting in increased customer satisfaction and 97% recommendation rate.Collaborates with cross functional teams to develop, present and implement new initiatives resulting in 35% increase in customer utilization and satisfaction.

Atlanta, Georgia, United States

Maintained dedicated client accounts of up to 120 arbitration cases for frequent filing clients.Exceeded annual goals with client recommend rate above 90% and case administrator satisfaction rating of 4.8 out of 5.0Created and implemented training curriculum and modules for new hire employees to ensure that quality and consistent process standards are met.

Atlanta, Georgia, United States

Maintained uniform and concise caseload of up to 80 cases demonstrating in-depth working knowledge of AAA rules and proceduresStreamlined data entry and case assignment processes which increased productivity and accuracy by 35%Coordinated and scheduled client conference calls, video conferencing and evidentiary hearings

Greater Atlanta Area

Managed and coached a team of five escalation agents, facilitating individualized and small group training sessions to maximize their individual contribution, professional growth, and efficacy on the teamMediated conflict resolution with consumers and business to maintain consumer/client satisfaction, acting as a further escalation point for team leads for requests and incidents, and coordinating urgent and effective responses to complicated support issues.Utilized customer relationship management software to track and manage customer interactions, identify trends and issues, and develop personalized solutions to address customer needs.