Patsy L. Walker

**** ****** **. ***********, ** *2150

703-***-****

Objective

To obtain a position, where exemplary skills in insurance and client services can contribute to the success of an organization.

Education

·George Washington University, Washington, DC, Major: Business Administration 1983-1984:

·Total Quality Management, Lanham, MD (1993)

·Certificate – Business Studies, Chesapeake Business Institute, Suitland, MD (1986)

·Subrogation Reimbursement, Northwestern National Life Insurance Life Insurance, Lanham, MD (1993)

·Senior Claim Law Designation April 2006.

·All lines Adjusters License 2019

Skills & Abilities

CUSTOMER SERVICE: INSURANCE: COMPUTERS:

Excellent Communications Medical Terminology ERISOCO (Mainframe)

Interpersonal Relations Flood Insurance MDS (Claim Payments)

Cognitive/Decision Making Health/Dental/Disability CICS

Problem Resolution Claims Administration UNIX-125

EXPERIENCE

March 28, 2022 to Present

Response Line Advocate: Provide primary coverage of the Response Line

Maintain detailed records regarding calls to assist in smooth transitions of shifts and further client follow-up.

Ensure proper materials and Response Line resources are up to date.

Dispatch and support On-Call Supervisory Advocates.

Administer after-hours Emergency Financial Assistance.

Assess every client for lethality and assist in devising an advocacy and safety plan as part of the DC SAFE critical incident response.

Provide immediate tangible resources for crisis intervention and facilitate access to Continuum Partners.

Guide clients through the civil and criminal justice process with the central concern always being the client's immediate safety and self-determination.

Provide information and assistance about navigating the Civil Justice System, such as but not limited to evidentiary requirements for obtaining an ETPO/TPO/CPO; how to access the DVICs; the process of service; enforcement of Civil Protection Orders; victim's rights.

Provide information and assistance about navigating the Criminal Justice System, such as but not limited to: how and when to contact the USAO screener; information on rights and responsibilities concerning victim witnesses; how to provide information about violations to USAO; information about the status of a case, holds, releases to ensure safety.

Provide information to and get information from MPD, USAO, and CSOSA regarding the status of violations, supervision, and the location of both client and defendant.

Provide client with soft referrals and maintain referral mechanisms for DC SAFE with an end towards coordinating a community response to client needs.

Report back on client concerns, trends, and needs, as well as partner concerns, trends, and needs.

Advocate for or assist clients in advocating for themselves through the provision of general legal/systems information. This includes assisting with and writing letters and complaints on the client's behalf.

Facilitate clients' access to DC SAFE Space Shelter.

Assist clients in applying for Crime Victims Compensation.

General Programmatic Duties:

Assist the organization in implementing systems advocacy plans, projects, programs, policies, and procedures.

Diligently maintain client records and DC SAFE databases.

Gather and analyze statistical information on clients, services, and trends.

Participate in training to enhance knowledge of domestic violence.

Assist with onboarding training for volunteers/interns/staff.

Attend staff meetings, training, and case review meetings.

Project management: Oversees and structures complex projects, plans backward, and ensures quality end-products are delivered on or ahead of schedule, without crises.

Communications: Produces strong written documents, edits documents effectively, and engages in effective verbal communication.

External Relations: Serves as an effective ambassador, builds connections and maintains relationships with outside constituents.

TRAVELERS PROPERTY AND CASUALTY INSURANCE COMPANY: 12/1996 TO 9/2021

·Customer Service Representative: Setup auto property damage claims, referred liability claims for handling to claim reps. Reviewed coverage, set up incoming and intercompany arbitration. 12/1996 8/1997

·Commercial Liability Claims Representative: Duties consisted of telephone contact with insureds and claimants to verify property damages, verification of coverage and liability. Obtained recorded statements, referred files to subrogation and intercompany arbitration. 9/1997 – 2/1999

·Construction claims Representative: Adjusted commercial construction claims which involved property damage only. Obtained recorded statements from insureds, claimants and any other party involved. 2/1999-7/1999

·Commercial General Liability Claims Representative: Investigate, evaluate, recorded statement and resolve commercial automobile product general liability claims/Bodily Injury Claims Slips and falls for

·Determine coverage and responsibility.

·Read and interpret commercial general liability policies and contracts to determine obligations.

·Handle both Comparative and Contributory Negligence claims for Delaware, District of Columbia, Maryland and Virginia.

·Skilled in interpreting medical reports.

·Assess damages and establishing reserves.

·Achieve optimal payout results while providing quality customer claims which involved property damage and slips and falls.

PERSONAL LINES AUTO/BODILY INJURY 1999 TO 09/15/2021

·Investigate, evaluate, take recorded statements if necessary, Interview witness if necessary, get diagrams if necessary, evaluate bodily injury claims based on property damages and the severity of the injury and get releases, collaborate with The Travelers SIU Department if necessary, request medical records if necessary, have experience with handling Med Pay Claims for the state of Virginia, prepare files for subrogation, effectively manage workload while maintaining focus on claims quality and customer service. Attend several classes each year for updates on claim handling procedures/changes in work flow.

· Handle intake Cat Claims/property claims process to get the property claim set up for handling, that including making contact with the policyholder.

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