Jillian Cooper-Richardson
State Farm Insurance Companies
Bloomington,IL
20
years of professional experience
Devoted public servant for the Bloomington-Normal community. Twenty-five years serving as a claims manager, claims specialist, clinical psychologist, youth athletics manager, coach, teacher, researcher and volunteer. Dedicated to the betterment of my community and each individual I have the privilege to work with.
Driven and meticulous professional, with impeccable decision-making skills, and adaptability to any situation/circumstances. Experience and confidence to seamlessly manage employees, peers and customers in high-stakes situations. Years of training and experience allow for effortless rapport and relationship building with customers, colleagues, and leadership through compassion, integrity and humility.
Work History
2 Years 4 Months
04.2024 - Current
2 Years 4 Months
Claims Manager
State Farm | Bloomington, IL
04.2024 - Current
- Led team of 15 to 20 employees in processing complex claims, ensuring compliance with state regulations and company policies.
- Implemented quality assurance measures, monitoring staff performance and providing constructive feedback for continuous improvement efforts.
- Mentored new hires on company policies/procedures enabling them to quickly become proficient in managing claims.
- Coordinated catastrophe response efforts, ensuring prompt deployment of resources during high-volume periods or natural disasters.
- Oversaw regular audits of claim files ensuring accuracy in reserve amounts and adherence to established guidelines.
- Kept up-to-date on industry developments to maintain a competitive edge in handling diverse claim scenarios effectively.
- Analyzed claim trends to identify areas for process improvement, increasing efficiency in claim resolutions.
- Collaborated with cross-functional teams to streamline workflows, reducing turnaround times for claim approvals.
- Developed and implemented training programs for new staff, enhancing knowledge of claims procedures and systems.
- Resolved escalated customer inquiries, fostering positive relationships and improving overall client satisfaction ratings.
- Evaluated claims for accuracy, providing detailed feedback to staff on best practices and error reduction strategies.
- Oversaw performance metrics tracking, driving accountability within the team through regular reporting and reviews.
- Implemented strategic initiatives to enhance operational efficiency, resulting in improved service delivery across departments.
4 Years 6 Months
02.2022 - Current
4 Years 6 Months
Injury Claim Specialist
State Farm Insurance Companies | Bloomington, IL
02.2022 - Current
- Managed caseload of approximately 300 complex injury and property damage claims, ensuring thorough investigation and resolution.
- Manage life cycle of claims, specifically initial review, liability coverage analysis, property and injury claim investigation, evaluations, negotiations, and settlement and/or litigation.
- Collaborated with leadership and attorneys to effectively navigate and resolve claims in litigation.
- Technical knowledge of claim policies and procedures, insurance policy contracts and endorsements, personal injuries, course of treatment and prognosis, medical terminology, and legal requirements and/or state and federal laws applicable to claim state(s).
- Ensured compliance with company procedures, federal and state laws, and legal requirements to mitigate legal risks.
6 Years 4 Months
08.2015 - 12.2021
6 Years 4 Months
Staff Psychologist and Professor
Illinois State University | Normal, IL
08.2015 - 12.2021
- Provide short-term individual and group therapy to diverse college population, including high risk individuals, and provide daytime and after-hours emergency coverage.
- Teach undergraduate and graduate level course.
- Supervise, train, and mentor trainees and new staff.
- Present workshops and courses to faculty, staff, leadership, students, and community members on topics pertaining to mental health and well-being.
- Engage in ongoing research and data collection, present findings nationally, and submit findings for publication.
- Chair of the Clinical Services Team, conducting research to propose changes to clinical services, assigning clients to staff, communicating changes to staff through meetings and presentations, maintain current data on services and usage through weekly analytics.
- Chaired Clinical Services Team, researched and proposed changes to clinical services, assigned clients to staff, communicated updates through meetings and presentations, and maintained current data on services and usage through weekly analytics.
- Oversaw activities of CARE committee to ensure effective support for staff health initiatives., promoting well-being and supporting ISU staff.
- Responsible for all marketing: not limited to website, social media, interview/media, digital materials, print materials, and branding.
- Conducted ongoing research and data collection, presented findings at national conferences, and submitted findings for publication.
3 Years 2 Months
05.2006 - 07.2009
3 Years 2 Months
Youth Athletics Manager
City of Bloomington | Bloomington, IL
05.2006 - 07.2009
- Managed all youth sports programs for the City of Bloomington.
- Served as a liaison between the COB and Bloomington-Normal partners, collaborated with Unit 5 and District 87 to facilitate after-school sports programs, collaborated with community, state, and national organizations to facilitate youth sports events, and developed and fostered relationships with administration, school district faculty and staff, community partners, and organizations and businesses in Bloomington-Normal.
- Conducted needs assessments to determine the needs of the Bloomington-Normal community, as well as how those programs could effectively reach Bloomington-Normal’s underprivileged and marginalized children.
- Developed and analyzed program evaluations to enhance effectiveness and participant satisfaction.
- Conducted needs assessments to identify the requirements of the Bloomington-Normal community and develop effective outreach strategies for underprivileged and marginalized children.
- Produced content and marketing materials to support staff recruitment and promote programs and events.
- Created and maintained yearly budget, determined programming needs, advocated for, and established additional funding, and purchased necessary equipment, supplies, and resources.
- Created content and marketing materials for staff recruitment, programs, and events.
- Addressed participant, parent/caregiver, and community partner questions and/or concerns.
Education
Doctor of Clinical Psychology - Trauma Psychology
Adler School of Professional Psychology | Chicago, IL | 01-2016
Masters of Science - Sports Psychology
Illinois State University | Normal, IL | 01-2008
Bachelors of Science - Clinical Psychology
Illinois State University | Normal, IL | 01-2006
Skills
Led through empathy
compassion
integrity
and humility
Superior critical and analytical thinking
Excellent mentor and leader
Succeed in both team-oriented and self-directed environments
Motivated and driven learner
Timeline
Claims Manager
State Farm
04.2024 - CurrentRead more
Injury Claim Specialist
State Farm Insurance Companies
02.2022 - CurrentRead more
Staff Psychologist and Professor
Illinois State University
08.2015 - 12.2021Read more
Youth Athletics Manager
City of Bloomington
05.2006 - 07.2009Read more
Illinois State University - Bachelors of Science, Clinical Psychology
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Illinois State University - Masters of Science, Sports Psychology
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Adler School of Professional Psychology - Doctor of Clinical Psychology, Trauma Psychology
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