1. Cristen Wooleyhan 302-983-4104
Newark, DE cwooleyhan@yahoo.com
SUMMARY
Dedicated insurance professional with over twenty-eight years of diverse claim experience including
management and quality assurance. Self-motivated and detail-oriented with the ability to manage and
prioritize tasks in a fast-paced environment. Loyal and dependable with an affinity for providing
exemplary customer service.
 Proficient in Microsoft Word, Excel and PowerPoint
 Excellent communication and interpersonal Skills
 Auditing/Research and Analytical Skills
PROFESSIONAL EXPERIENCE
ACE/ESIS Insurance, Wilmington, DE 2011-
Senior Claims Representative
Responsible for investigating coverage,liability and damages for general, auto and property liability
claims in the United States. Work with clients, claimants and attorneys in the negotiation and settlement
of litigated and non-litigated claims.
 Participate in Client reviews on a quarterly and annual basis.
 Consistently met or exceeded Quality Assurance goals
 Monitored legal budgets and invoices.
 Assist Team Leader with duties in her absence
 Licensed in all states
LIBERTYMUTUAL INSURANCE COMPANY1987-2011
Senior Claim Specialist 1 and II, (2002-2011)
Responsible for investigating coverage,liability and damages for complex liability claims in the Mid-
Atlantic region. Worked with claimants and attorneys in the negotiation and settlement of litigated and
non-litigated Bodily Injury Claims.
 Participated in target reviews to identify trends and opportunities for process improvement.
 Assisted teammates with region-specific interpretation of negligence and case law.
 Regularly assisted teammates by accepting time-sensitive assignments to remediate and enhance
quality results.
 Assisted with training and mentorship of new hires.
 Assisted Team Manager with duties in her absence
 Attendance at all depositions, arbitrations, mediations and trials
Team Director, (2000-2002)
Responsible for managing a team of six claims representatives while also handling a caseload of 100-150
bodily injury claims which required investigating coverage, liability and damages for complex liability

2. claims in the Mid-Atlantic region. Worked with claimants and attorneys in the negotiation and settlement
of litigated and non-litigated Bodily Injury claims.
 Participated in target reviews to identify trends and opportunities for process improvement.
 Assisted Team Manager with budget and salary forecasting
 Attended all legal proceedings
 Regularly assisted teammates by accepting time-sensitive assignments to remediate and enhance
quality results.
 Improved customer satisfaction and reduced complaint frequency through team-building and
streamlined processes.
 Assisted the Sales Department with New Customer Presentations
Senior Multi-Line Adjuster, (1992-1995)
Responsible for investigating coverage,liability and damages for WC, Auto, Homeowners,and General
Liability claims in the Mid-Atlantic region. Worked with claimants and attorneys in the negotiation and
settlement of litigated and non-litigated Bodily Injury and WC claims.
 Served as Litigation Coordinator which was responsible for working with legal firms budgets and
invoices
 Participate in claims reviews with insureds
 Attended all legal proceedings
 Assist Team Manager with her duties during her absence.
 Assist teammates with region-specific interpretation of negligence and case law.
 Often chosen to participate in projects and/or serve on committees within the company
Multi-Line Adjuster 1 and II, (1990-1992)
Responsible for investigating coverage, liability and damages for WC, Auto, Homeowners and General
Liability claims in the Mid-Atlantic Region. Worked with claimants and attorneys in the negotiation and
settlement of litigated and non-litigated Bodily Injury and WC Claims.
 Participate in claims reviews with insureds.
 Consistently met or exceeded goals
 Attended Medical Conferences with local physicians
Senior Claims Representative-Personal Injury Protection, (1988-1991)
Evaluated and investigated First Party Medical Claims for auto insurance. Verified, investigated and
computed lost wage claims and payment of all medical bills in compliance with mandated deadlines.
Monitored and coordinated involvement of specialized peer and/or medical reviews, as well as Special
Investigation personnel on fraudulent claims.
 Consistently selected to handle claims involving complex coverage investigations/policy
interpretation.
 Regularly exceeded file quality objectives in all claim handling phases.
 Attended medical seminars
 Effectively processed medical payments within the required time frame to avoid accrued interest.
 Assisted in the training of new hires.

3. Claims Representative-Workers Compensation, (1987-1988)
Evaluated and investigated no loss time claims for Workman Compensation claims. Verified,
investigated and issued payment of medical bills in compliance with mandated deadlines.
Monitored and coordinated involvement of specialized peer and/or medical reviews, as well as Special
Investigation personnel on fraudulent claims.
 Effectively processed medical payments within required time frame to avoid accrued interest.
 Assisted in the training of new hires.
Dispatcher-Auto Claims, (1987-1988)
Set up and schedule auto vehicle appraisals for the appraisers. Communicate with Body Shops regarding
supplements and any other issues involved with repairing vehicles
 Assisted in developing an automated system to assist in organizing the desk and assignments of
the appraisal’s
 Strong organization skills assisted in assisting the appraiser’s to reach the weekly production
goals.

EDUCATION
Associate in Claims (AIC) May 2013
Attended Delaware County Community College—Major: Business Administration
St. James High School-Carneys Point NewJersey: Graduated June 1983
ADDITIONAL RELEVANT EXPERIENCE
Volunteered and served on the Insurance Commissioner Arbitration Panelfor the State of Delaware as
well as Inner-Company Arbitration. I participated in over 100 mediations in various states throughout the
country. I also attended depositions, arbitration hearings and trials reporting back to our Home Office
Examiner.