AMY L. CLIFFORD
2830 S. HARRISON STREET • DENVER, CO  80210
PHONE  [Send email to request phone number] 68.0421 • E-MAIL SOULANDCULTURE@GMAIL.COM

PROFESSIONAL EXPERIENCE
	

July 2007 – present                  Farmers Insurance, Denver, CO
Auto Physical Damage Supervisor
Supervise a group of adjusters handling primarily Auto Claims. Responsible for
hiring, training, and developing auto adjusters. Accountable for achieving key
measures, analyzing results, developing and executing action plans, performance
management, special projects, adherence to national claims standards and process
development and improvement. Part of a team that developed Auto Physical Damage
claim standards for the company.  Emphasis on Total File Quality and Customer
Service, both internally and externally. 

November 1990 – June 2007    Progressive Insurance, Birmingham, AL and
Englewood, CO

February 2004- June 2007	Progressive Insurance, Englewood, CO	
Complexity Team Leader
Joined the Colorado claims organization shortly after Colorado changed from a
No-Fault to a Tort state with the express purpose of developing claims
representatives to handle injury claims under the new legislation. Managed a
group of 6 claim representatives who holistically handled injury and complex
liability claims. Accountable for policy interpretation, key measures, training,
accurate and timely resolution of claims, customer service, adherence to best
practices. Recipient of Outstanding Bodily Injury Claims Handling Award for Team
Leaders. Responsibilities also included adherence to Property Damage protocols,
including but not limited to estimate reviews, total loss approvals, field rides,
shop visits, holistic file reviews and resolution of customer complaints. 

February 2001 - February 2004 - Special Investigator, Alabama Claims (promoted
to SIU Investigator II February 2003). Responsibilities included identifying and
managing vendors, conducting pre-surveillance and Examinations Under Oath,
performing scene and canvass investigations, database research, and coordinating
efforts with claims departments, legal and law enforcement agencies.  

August 2000 - February 2001 - North Alabama Casualty Manager
Managed North Alabama Casualty group, which included a Team Leader, Claims
Processor, and eleven adjusters based in 2 different offices. Responsible for
fair and accurate claim settlements, reducing injury inventory, adequately
managing reserves, quality reviews, and performance management. 

September 1999 - August 2000 - Immediate Response Team Leader
Led team of up to 8 Immediate Response Claim Representatives. Responsibilities
included teaching basic claim handling skills, quality reviews, and performance
management. 


February 1999 - September 1999 - Alabama Fire & Theft Representative Handled all
Fire & Theft losses for the state of Alabama, measured and identified losses by
type and branch to help determine staffing needs, assisted in the hiring and
training of an Investigator and 2 other Fire & Theft Representatives.

July 1998 - February 1999 - PD Process Leader 
Resolved all total losses, supplements and rentals for purpose of creating
streamlined tracking and processes in each of these areas. Developed Standard
Operating Procedures for each task, conducted branch training, and returned
accountability for results back to the branch.

November 1996 - July 1998 - Dispatcher 
Developed and implemented a centralized dispatch function for claims assignment
from the ground up which became the model for the claims assignment process in
Alabama.

November 1990 – 1996 - Claims Representative/Senior Claims Representative
Investigated and determined coverage and liability, wrote estimates manually and
with various estimating software platforms, and resolved total losses and injury
claims. 

July 1990 - November 1990        Beck First Aid & Safety, Vestavia, AL 
Sales Representative
Sold industrial first aid and safety supplies, serviced existing accounts, and
obtained new business throughout central Alabama.

July 1989 - July 1990        Metropolitan Life, Birmingham, AL
Account Representative 
Sold life, health and disability insurance products in the Birmingham
metropolitan area. 


EDUCATION
	September 1985 - May 1989  	Freed-Hardeman University, Henderson, TN  
BBA/Finance

1993 - Completed American Educational Institute Claims Law course

1999 - Completed North Eastern Technical Services Forensic Analysis of          
                                                                                
         Auto Fraud course	

2007 – Completed Farmers Insurance Claims Leadership Development program

Additional training in Targeted Selection Interview Techniques, Civil Treatment
for Managers and Employees, Estimatics, and Injury Evaluations.