Christine Woolley
West Hartford,Connecticut
Summary
Engaging, startegic, and analytical professional with 22 years of experience delivering impactful business results. Passionate about data driven decision-making, customer experience, effective change management strategies, and problem-solving. Excellent communicator and collaborator. Desire to contribute my skills to a company that inspires its employees to excel and is discovering innovative solutions to transform their industry.
Overview
18
18
years of professional experience
Work History
Senior Content Curator/Learning Consultant
The Hartford Financial Services
09.2020 - Current
- Collaborate with Operations leaders, cross functional internal business teams, and Personal Lines and Small Commerical service staff to design, develop, and deliver effective learning resources, including written and facilitated communications, leader guides, self-directed learning modules, and performance support materials.
- Partner with teams and leaders in Personal Lines and Small Commercial Operations to develop, continuously improve, maintain, and report on a voice of employee program which impacts over 600 employees.
- Create and facilitate change management communications forum on weekly cadence to a 100+ internal employees.
Knowledge Management Senior Analyst
The Hartford Financial Services
01.2019 - 09.2020
- Learned the end-to-end process of business process flows across multiple lines of business, including sales, service, and underwriting to evaluate and recommend process improvements to enhance operational performance.
- Collaborated with various internal stakeholders to understand business needs to translate them into written technical and procedural documentation.
- Planned, integrated, coordinated, directed, and managed the knowledge and information management tasks and priorities of Personal Lines Operations.
Senior Process Owner/Customer Retention Specialist
The Hartford Financial Services
05.2017 - 01.2019
- Analyzed internal customer retention data and metrics from internal databases to report and develop recommendations that could be tested and then operationalized to increase customer retention in the Personal Lines service organization.
- Led Six Sigma root cause problem solving sessions with internal employees, designed control plans, analyzed complex internal data, and created compelling presentations for senior leaders based on data driven insights.
- Conducted internal and external research on customer experience and developed customer process maps to identify pain points in the customer journey and opportunities for improvement.
Data Scientist
The Hartford Financial Services
12.2016 - 05.2017
- Utilized advanced querying, visualization and analytics tools to analyze and process complex data sets.
- Assessed accuracy and effectiveness of new and existing data sources and data analysis techniques.
- Extracted and assessed data from databases to drive improvement of product development and business strategies and processes.
Business Analyst
The Hartford Financial Services
11.2013 - 12.2016
- Executed on descriptive, exploratory, and predictive analysis to support startegic decision-making in Operations to identify areas of improvement in business processes.
- Interacted with internal customers to understand business needs and gathered data from large databases with complex data elements to derive and provide meaningful business insights.
- Developed and presented data results in executive level reports that were concise, easily understandable, and directly tied to business outcomes.
Assistant Director of Market Research
The Hartford Financial Services
11.2009 - 11.2013
- Designed surveys on internal custom market research topics for use with external agencies and performed qualitative and quantitative analysis on results to identify and present business opportunities.
- Engaged in perceptive listening and question asking to understand clients needs to translate into actionable research plans to deliver startegic insights.
- Assessed and hired external vendors for partnership in the development of client centered approaches to achieve business goals.
Senior Regulatory Affairs Associate
UnitedHealthcare
05.2008 - 05.2009
- Interpreted regulatory rules or rule changes in Medicare reimbursement to support and direct change to internal healthcare reimbursement pricing strategies.
- Collaborated with cross-functional teams, including internal programming teams, to ensure accurate pricing methodologies in internal proprietary software used by external agencies.
- Trained external users on technical platform functionality and maintained medical regulatory knowledge to act as a subject matter expert in a training environment.
Fraud Analyst - Medicare
Safeguard Solutions
05.2006 - 05.2008
- Conducted research and analysis on billing by Medicare hospital payors and providers in New England to uncover possible fraudulent activity to provide law enforcement referrals to the Office of the Inspector General and the FBI.
- Extracted and analyzed data in the Medicare claims databases to tie in patterns and activities of fraud activity and develop reports for internal investigators to support investigative activities.
- Researched and identified healthcare regulatory compliance and industry standards for patient practices to provide guidance on startegic development of date driven fraud cases.
Education
Master of Arts - Public Health
University of Connecticut
Farmington, CT08.2007
Bachelor of Arts - Psychology
University of Connecticut
Storrs, CT05.2001
Skills
- Cross-Functional Team Collaboration
- Quantitative and Qualitative Analysis - Excel, SPSS, Business Objects
- Communications - Presentations, Facilitation, Focus Groups
- Survey Design - Qualtrics, Medallia, QuestionBank
- Business Process Improvement - Six Sigma Yellow Belt Certified
- Change Management
- Learning Design - Articulate360
- Market Research and Analysis
- Content Development
- Project Management
Timeline
Senior Content Curator/Learning Consultant
The Hartford Financial Services
09.2020 - Current
Knowledge Management Senior Analyst
The Hartford Financial Services
01.2019 - 09.2020
Senior Process Owner/Customer Retention Specialist
The Hartford Financial Services
05.2017 - 01.2019
Data Scientist
The Hartford Financial Services
12.2016 - 05.2017
Business Analyst
The Hartford Financial Services
11.2013 - 12.2016
Assistant Director of Market Research
The Hartford Financial Services
11.2009 - 11.2013
Senior Regulatory Affairs Associate
UnitedHealthcare
05.2008 - 05.2009
Fraud Analyst - Medicare
Safeguard Solutions
05.2006 - 05.2008
Master of Arts - Public Health
University of Connecticut
Bachelor of Arts - Psychology
University of Connecticut
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