Dashun Hartsfield
Grand Prairie
Summary
People-focused leader and Licensed All Lines Adjuster with 10+ years of experience leading high-performing teams across Homeowners, Auto, and Subrogation operations. Proven success in increasing engagement, developing leaders, and stabilizing teams during change while delivering results in regulated environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
People Leader - Claims Operations (Homeowners, Auto & Subrogation)
State Farm
12.2022 - Current
- Lead, coach, and performance-manage teams of 12-14 professionals across multiple lines of business in regulated environments.
- Drive employee engagement, performance management, and leadership development initiatives to build a strong talent pipeline.
- Stabilize teams during organizational change by providing clarity, trust, and consistent leadership presence.
- Oversee staffing models, workload distribution, and productivity to achieve service-level and customer experience targets.
- Conduct quality assurance reviews, file audits, and coaching to improve accuracy, compliance, and claim outcomes.
- Serve as escalation point for complex people, performance, and operational issues requiring advanced judgment.
- Collaborate cross-functionally with HR, training, and senior leadership to address employee concerns and operational gaps.
- Facilitated successful policy implementation and enforcement to maintain legal and operational compliance.
- Created and implemented forward-thinking initiatives to improve employee engagement.
- Utilized compliance tools, corrective actions and identification of deficiencies to mitigate audit risks.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Assisted in recruitment to build team of top performers.
- Reduced process gaps while supervising employees to achieve optimal productivity.
- Maintained current knowledge of industry regulations and legislation to amend policies and promote compliance.
Claims Professional - Property & Casualty (Homeowners & Auto)
State Farm
01.2015 - 01.2022
- Handled high-volume, complex Homeowners and Auto claims from investigation through resolution.
- Evaluated coverage, liability, and damages to support fair, timely, and compliant settlements.
- Supported Subrogation identification, recovery, and negotiation efforts to mitigate loss exposure.
- Maintained strict adherence to state and federal insurance regulations and documentation standards.
- Built strong customer relationships while delivering empathetic, solutions-focused service.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Developed in-depth understanding of insurance policies and procedures.
- Determined appropriateness of payers to protect organization and minimize risk.
- Collaborated with internal departments and external vendors to resolve claims.
Senior Customer Experience Representative
MediFast
01.2014 - 01.2015
- Delivered high-volume customer service while maintaining quality, empathy, and compliance standards.
- Resolved complex inquiries by navigating multiple systems efficiently and accurately.
- Consistently met or exceeded productivity and quality performance expectations.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
Bachelor of Arts - Interdisciplinary Studies
University of Texas at Arlington
Skills
- People Leadership & Coaching
- Employee Engagement & Culture
- Leadership Development & Succession Planning
- Team Performance & KPI Management
- Change & Transformation Leadership
- Onboarding, Training & Path-to-Proficiency
- Workforce & Operational Planning
- Customer Experience (CX) Strategy
- Escalation & Conflict Resolution
- Cross-Functional & Executive Collaboration
- DEI & Inclusive Leadership
- Data-Driven Decision Making
- Claims Operations - Homeowners, Auto & Subrogation
- Claims Compliance & Regulatory Adherence
- Process Improvement & Operational Excellence
- Licensed All Lines Adjuster (P&C;)
Certification
Licensed All Lines Adjuster, Property & Casualty
Leadership Achievements
- Increased employee engagement survey participation from 59% to 85% by serving as Employee Voice SPOC and fostering psychological safety, transparent communication, and leadership advocacy.
- Mentored and developed high-potential employees, resulting in 12 successful promotions into leadership roles across Homeowners, Auto, and Subrogation teams.
- Selected as a turnaround leader to stabilize low-morale and high-risk teams, improving engagement, trust in leadership, and team retention.
- Led onboarding initiatives for new hires and newly promoted leaders, accelerating readiness, confidence, and alignment to performance expectations.
- Partnered with senior leadership to restructure Subrogation training, clarifying path-to-proficiency and improving consistency and performance outcomes.
Leadership And Core Competencies
- People Leadership & Coaching
- Employee Engagement & Culture
- Leadership Development & Succession Planning
- Team Performance & KPI Management
- Change & Transformation Leadership
- Onboarding, Training & Path-to-Proficiency
- Workforce & Operational Planning
- Customer Experience (CX) Strategy
- Escalation & Conflict Resolution
- Cross-Functional & Executive Collaboration
- DEI & Inclusive Leadership
- Data-Driven Decision Making
- Claims Operations - Homeowners, Auto & Subrogation
- Claims Compliance & Regulatory Adherence
- Process Improvement & Operational Excellence
- Licensed All Lines Adjuster (P&C;)
Timeline
People Leader - Claims Operations (Homeowners, Auto & Subrogation)
State Farm
12.2022 - Current
Claims Professional - Property & Casualty (Homeowners & Auto)
State Farm
01.2015 - 01.2022
Senior Customer Experience Representative
MediFast
01.2014 - 01.2015
Bachelor of Arts - Interdisciplinary Studies
University of Texas at Arlington