Debra Ili
Gilbert,AZ
Summary
I'm a passionate leader who energizes and engages our people to bring their authentic selves to work. My multi-cultural upbringing has taught me how to leverage differing perspectives, face challenges, and make hard decisions. I confront business realities by remaining curious and seeking out new solutions to improve the customer experience.
Overview
10
10
years of professional experience
1
1
Certification
Work History
LDA Injury Section Manager B1 T2/3
State Farm
Tempe, Arizona
06.2025 - Current
- Increased the New Claim SLO from 67% to 79% in the first 60 days in the role, while leading as one of the top CS sections in the division in customer responsiveness.
- Decreased OOG tasks by over 17%, improved from a division outlier to being one of the top-performing sections in this space.
- Stabilized increased new suit trends, while reducing existing suits through strategic negotiations to reach settlement agreements.
Injury Team Manager B1 T2/3
State Farm
Tempe, Arizona
04.2024 - 06.2025
- Upskilled a new to role team in exposure recognition, negotiation, and proactive claim resolution behaviors.
- Increased litigation team capability to take on increased suit volume as well as existing litigation suits in the section. Maintained progress in OOG reduction and led the section in responsiveness to customers despite 40% inventory increase per CS.
- Provided upskilling laterally to the section regarding trends in rising suits and strategies to promote settlement.
Express Team Manager
State Farm Insurance
Tempe, AZ
12.2022 - 04.2024
- Developed training material and facilitated training workshops in the FLL program, impacting over 100 new-to-role first line leaders.
- Improved CRT results in the section by 10% as the Division Quality SPOC.
- Promoted meaningful dialogue as the section's designated Diversity & Inclusion SPOC.
LDA Injury Claim Team Manager
State Farm Insurance
Tempe, AZ
04.2022 - 12.2022
- Shortened vehicle move cycle time and reduced storage costs by testing new processes and dashboards that were expanded to the Enterprise.
- Supervised training of claim associates and first line leaders from various segments as part of project expansion.
Property Complex Claim Specialist, Tiers 1 & 2
State Farm Insurance
Tempe, AZ
12.2018 - 04.2022
- Reduced storage and drove consistent claim handling as part of the California Growth Initiative (CGI) project. Cross handling with Injury, addressed rising trends in the AVI/CNPS shops and diminished value in California.
- Handled total losses as part of end-to-end project claim handling.
Customer Care Center (CCC) Sales Representative
State Farm Insurance
Tempe, AZ
12.2015 - 12.2018
- Honed sales skills and developed strong customer resolution skills
- Bound coverage and processed policy transactions while educating policyholders about coverage options in all states of business.
Education
Masters of Legal Studies - Conflict Resolution (In Progress)
Arizona State University
Tempe, AZBachelor of Arts - Organizational Leadership
Arizona State University
Tempe, AZ12.2020
Certification
CPCU (The Institutes) | In Progress
Timeline
LDA Injury Section Manager B1 T2/3
State Farm
06.2025 - Current
Injury Team Manager B1 T2/3
State Farm
04.2024 - 06.2025
Express Team Manager
State Farm Insurance
12.2022 - 04.2024
LDA Injury Claim Team Manager
State Farm Insurance
04.2022 - 12.2022
Property Complex Claim Specialist, Tiers 1 & 2
State Farm Insurance
12.2018 - 04.2022
Customer Care Center (CCC) Sales Representative
State Farm Insurance
12.2015 - 12.2018
Masters of Legal Studies - Conflict Resolution (In Progress)
Arizona State University
Bachelor of Arts - Organizational Leadership
Arizona State University
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