Customer Service Manager
Resume:
DAMARIS ABIGAIL WALKER
Rio Rancho, New Mexico 87124
********.****@*****.***
OVERVIEW: Seeking a rewarding career that will allow me to utilize my
education, advocacy skills and professional experience to serve the
community, while at the same time focusing on my passion, talents and work
ethic to make a positive impact in our society. I have demonstrated
success by being compassionate, detail oriented, managing time effectively,
and creating and implementing proactive procedures as needed to accomplish
various tasks I am presented with.
Related areas of expertise include:
*Fluency, proficiency and professionalism in the Spanish
language
*Crisis Intervention
*Dispute Resolution/Mediation
*Serving as liaison between attorneys, insurance adjusters,
medical providers, investigators,
law enforcement on all levels, and clients/consumers/and
victims of violent crime
*Providing personal and sincere support to individuals as
needed
*Assisting in writing and delivering/reading victim impact
statements in open court
*Persuasive and tenacious
*Claims/case investigations and meticulous documentation
*Organized and effective performance in high pressure
environments
*Exceptional presentation, development, and delivery of
completed assignments
*Formatting and filing legal documents
*Legal research
*Grant reporting
EMPLOYMENT
HISTORY:
The State of New Mexico Attorney General's Office (07/10 thru
Present)
Consumer Protection Division, Consumer Advocate: My current duties
include legal research and writing, case statute and case law
analysis, investigating businesses operating in the State of New
Mexico for any possible suspicious or fraudulent activities
and/or violations committed under the Unfair Practices Act of
New Mexico (and other related consumer laws with specific
emphasis on conducting studies, evaluations, and/or analysis of
investigation documents in relationship to state and federal
statutes), effectively communicating consumer issues to
businesses and the public, providing public education and
training programs, legislative monitoring, and establishing and
maintaining effective working relationships with high level
officials from outside agencies. In addition, I am the
individual in our Division responsible for the English/Spanish
translation of legal documents, letters of recommendation, and
educational materials. I am also assigned all Spanish speaking
consumer complaints in my region for the State of New Mexico.
Although not part of my immediate duties, I have worked undercover
for our Civil Division to further investigate businesses who
potentially were also engaging in criminal activities outside
the scope of the Consumer Protection Division.
The New Mexico Victims' Rights Project (02/09 thru
06/10)
Victims' Advocate for Victims' of Violent Crime: My clients
included victims of sexual assault (adults and children),
survivors of murdered loved ones, victims of domestic violence,
and other victims of crimes classified as enumerated crimes as
per the State of New Mexico Constitution Victims' Rights Act.
Duties included the following: VOCA Grant Reporting;
New Client intakes; investigated potential violations of
Victims' rights as described within the New Mexico Victims'
Rights Act; assisted victims in meeting
their legal, financial and emotional needs by identifying the
immediate need and referring them to the appropriate resources
available, including immigrant services/safe houses; case
tracking; representation and personal support during court
hearings and proceedings; provided assistance in creating victim
impact statements and filing for restitution; provided
assistance in filing claims with the New Mexico Crime Victims'
Reparation Commission; educated the public about the judicial
process as it related to victimology (criminal and civil) and
explaining victims' rights and role in the courtroom. In
addition, I prepared documents for court filing, assisted
Project Attorney with research and case preparation, maintained
all files in a well organized fashion, planned and assisted in
the coordination of trainings and maintained calendar for
Project Attorney.
I participated in various community networking groups
addressing such issues as domestic violence, crimes against
children, mental illness, homelessness, restitution issues,
orders of protection and civil restraining orders, safe
houses, and immigrant victims.
The Law Offices of Ron Bell Injury Lawyers (10/03
thru 02/09)
New Client Coordinator/Intake Specialist: Duties included conducting
independent interviews and investigations, without supervision,
of all prospective new clients to determine whether or not they
had a viable case. In a field of work that never goes on
"sale", my main job was to sell Ron Bell to the client when all
other personal injury attorneys were selling the same product
for the same price. If I did not persuade the client to commit
to our representation, the Firm did not receive the revenue the
case may have produced. Therefore, by being professional,
skilled, well informed and knowledgeable about the services our
offices could provide, I was able to continue to generate
revenue for the Firm. I made home and hospital visits when the
client was unable to come to our offices. I took detailed
photographs of accident sites, property damage, and bodily
injury . Additionally, our offices represented a large number
of Spanish speaking clients. Hereto, I was afforded the
opportunity to interpret/translate the process involving
property damage, insurance claims, and medical treatment to our
clients in their native language.
Case Manager/Paralegal: I carried a case load of 92 (ninety two)
clients. I was knowledgeable in the Filemaker Pro and NEEDLES
legal software programs. It was paramount to maintain the
accuracy of all claims, confirm important dates, times, and
locations and most importantly, it was absolutely necessary to
follow statutes to make sure I was well aware of any pending
deadlines that needed to be met and consistently meeting them.
As a case manager, my duties included constant
communication with clients, managing their treatment process and
keeping abreast of their progress. During their course of
treatment and upon completion of same, I was responsible for
ordering all medical bills and records from every provider so
that I could prepare a Settlement Demand Brochure for submission
to the defendant's insurance company, and/or for submission to
plaintiff's insurance company in the case of med pay, and
uninsured/underinsured motorist claims. I had authority to
begin negotiations and make counter offers, under the
supervision of the assigned attorney. Once a settlement had
been reached, I prepared the settlement breakdown, requested
reductions from providers for the benefit of the client and
firm, order all checks for disbursement, and made sure the trust
account for each case balanced to "0" (zero) before closing file
and transferring to off docket status.
From July 2001 thru October 2003, I was a stay at home mom until
my daughters were of school age.
Southwest Airlines (12/95 thru 07/01)
Customer Service/Reservations Sales Agent: I was
instrumental in beginning the "Spanish Queue" at the
Reservations Sales Center here in Albuquerque. This queue
catered specifically to the Spanish community. My duties
included communicating with customers about their destinations,
travel dates, and assisting in locating the best fares possible.
I possessed comprehensive knowledge of rules and regulations
given by the FAA. Received ongoing training on Safety
procedures and handling emergency crisis. Participated in
various team activities to boost morale within the company and
its employees. Southwest is a major supporter of the Ronald
McDonald House and during holidays, or other scheduled events. I
participated in teams to help feed the families staying at the
home and other Southwest sponsored community events.
EDUCATION:
University of Texas at Arlington/Arlington, TX
In May 1994, I received my Bachelor of Arts Degree in History/Pre-
Law, with a minor in Criminology and Criminal Justice.
On November 19, 2007, the State of New Mexico Public Regulation
Commission, Division of Insurance, issued my License for the
following lines of Business: Life, Accident and Health
Insurance
PERSONAL:
I would describe myself as being very outgoing,
having a terrific sense of humor, and I always
welcome the opportunity to meet new and interesting people from
all walks of life!
REFERENCES:
Donna Bevacqua-Young
Traffic Safety Resource Prosecutor
New Mexico Attorney General's Office
Special Prosecutions Division
Santa Fe, NM 87504
505-***-****-direct
Joel Cruz-Esparza,
Assistant Attorney General Consumer Immigrant
Services Unit
Albuquerque, NM 87102
505-***-**** -direct
William S. Keller
Assistant Attorney General
New Mexico Attorney General's Office
Consumer Protection Division
Santa Fe, NM 87504
505-***-****-direct
Barbara Romo
Assistant District Attorney
State of New Mexico
13th Judicial District Court
Rio Rancho, NM 87124
Quintin D McShan
New Mexico State Police
Albuquerque Family Advocacy Center
Albuquerque, New Mexico 87102
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