Marc Baum

Background

About Marc Baum

I have been with the American Arbitration Association for the past six years, during which time I've been promoted twice. As a Director of Resolution Services, I analyze data from a caseload that has grown to over cases a year and use my findings to assist parties in resolving their disputes without the need of a hearing. Since mid-2020, when I started this position, the percentage of cases that resolve in the first 90 days has risen from 40% to 55%. Cases are also resolving farther away from the hearing dates (12 days on average), meaning more hearings can be used for other matters. As a result, the average time from filing to a hearing has decreased by more than a month. I also provide customer service by answering inquiries, assist other departments when needed, and helped survey our user community, all of which has lead to an increase in customer satisfaction. For the first time ever, we reached 90% in our customer satisfaction metrics in 2022.