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Over the next few weeks, we will be featuring the members of our dynamic team who, in their own way, help injured clients and their families plan for a secure financial future. Today the spotlight is on Kristen Whalen, director of operations at Milestone. We asked Kristen​ a few questions about working at Milestone and life outside the office. Read on to learn more about her!

How do you help Milestone’s clients? 

I have been privileged in assisting our clients for 14 years in an array of sorts. Some, more hands-on than others, but every person has a story to tell, and I appreciate knowing them all. Depending on the clients’ needs, I strategize with team members to determine and customize what they may benefit most from and help make their lives most comfortable, and then implement that plan. We are not a one-size-fits-all company, so learning each individual’s or family’s circumstances helps us implement a settlement plan customized specifically for them, and I see it through to fruition. 

Share one of your favorite client stories. 

Getting to know a local single mom whose minor son suffered a brain injury in a motor vehicle accident. We customized a plan that financially secured their futures with guaranteed monthly income for the rest of their lives. Over the course of months, I got to know and communicate frequently with the mom (from one mom to another), which was priceless because she also lived in Buffalo, so she would often stop by the office on her lunch break to talk personally about her and her son’s situation and needs. When the settlement was final and our settlement plan intact, she and her son made a surprise visit to me at the office to personally deliver a hand written thank you note. That was the first time I had actually met her son and was honored by the outpouring of appreciation they had when I considered myself just doing my job. The truth is, never underestimate the impact you can have on others lives. 

What is your favorite thing about working in Buffalo? 

Having worked in downtown Buffalo now for 14 years, it’s been wonderful to watch downtown rise up, hear about people who moved away now moving back to their hometown, and experience the vast amount of exquisite local restaurants, not national chains, serving exceptional cuisine. 

How would you describe Milestone’s corporate culture in one word? 


What makes you a good party guest? 

I arrive on time, never early unless asked, and always bring goodies to share.

What is your “walking down the street” song?

Any song by Kygo.

If you were an ice cream flavor, what would you be? 

Neapolitan, a multi-flavored classic combo! 

If you could trade places with any other person for a day, whom would it be? 

Any chef, because I admire those who can envision and create delicious recipes on their own. I’m a strict recipe girl, not experimental nor imaginative in the kitchen, so I respect and appreciate those who are. 

What is your personal mission statement? 

To treat others the way I want to be treated and to always keep smiling!

Learn more about Kristen Whalen in her full bio!