Destiny T. Cast
Summary
Detail-oriented Claims Specialist with a strong background in claims processing and customer advocacy. Expertise in policy interpretation, conflict resolution, and team mentoring drives operational efficiency and timely claim resolutions. Analytical skills support thorough investigations and effective negotiations, ensuring compliance with industry standards and stakeholder satisfaction.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Claims Specialist
State Farm
Dunwoody, Georgia
10.2023 - Current
- Interpreted homeowners policy language, including dwelling, other structures, personal property, and loss of use coverages
- Communicated complex coverage decisions clearly to policyholders, including denials and partial approvals
- Modeled customer-first approach by delivering compassionate, personalized guidance during property loss claims.
- Reviewed detailed property and contents estimates, ensuring accurate claim payments aligned with policy terms using Xactimate and Xactcontents
- Provided technical support to team members and agents regarding coverage interpretation and compliance standards.
- Partnered with field adjusters and contractors to enhance communication, resulting in timely claim resolutions.
- Resolved client inquiries regarding claim status and processed settlements, ensuring compliance with company policies.
- Mentored new hires and peers, enhancing understanding of best practices and ensuring adherence to claim-handling protocols.
- Supported leadership in monitoring quality metrics and identifying process improvements for enhanced performance.
- Identified subrogation opportunities in property losses involving third-party liability
Claims Associate
Auto Express
12.2022 - 10.2023
- Evaluated coverage, liability, and prepare estimates in accordance with policy guidelines
- Ensured compliance with state licensing guidelines by regularly reviewing requirements.
- Monitored claim files for subrogation potential and escalated appropriately to maximize recovery
- Maintained consistent communication with customers and vendors through phone, email, and virtual platforms
- Investigated claims by reviewing police reports, photos, recorded statements, and damage estimates
- Led weekly team huddles as SPOC for Quality & Diversity, fostering communication and collaboration.
Customer Service Assistant Manager
Georgia Furniture Mart
Norcross, Georgia
09.2020 - 01.2023
- Led customer service team, ensuring effective support and resolution of customer inquiries
- Resolved customer issues through de-escalation techniques, enhancing overall service experience
- Coordinated technician schedules and dispatched service routes for timely customer service delivery
- Facilitated orientation sessions for new employees to introduce company policies and procedures.
- Audited all paperwork from Sales Associates and Customer Service Representatives
- Worked with other Department Managers and personnel to coordinate the flow of paperwork pertaining to office functions.
Office Manager
Ashley Furniture Home Store
Snellville, Georgia
11.2018 - 09.2020
- Coordinated office processes for sales paperwork flow, staffing, and basic accounting functions to ensure operational efficiency.
- Provided leadership/supervision to the Office Lead and Customer Service Representatives
- Verified accuracy of daily office paperwork, making certain all documents were accounted for
- Executed daily, weekly, and monthly accounting functions to support financial accuracy and reporting.
- Audited and submitted payroll reports for Customer Service Representatives to maintain accurate employee compensation.
- Monitored processing and follow-up of financing sources in a timely manner
- Analyzed performance data, developed strategies for performance improvement
Customer Service Representative
Customer Service Rep.
Alpharetta, Georgia
08.2017 - 11.2018
- Resolved customer complaints to maintain satisfaction and loyalty
- Coordinated telephone traffic to ensure efficient customer communication
- Clarified terms for customer pick up or delivery to enhance understanding
- Completed sales transactions
- Executed daily cash handling procedures to ensure accuracy and security.
- Implemented opening and closing procedures
- Maintained knowledge of company policies, exchanges, and refunds
- Accessed inventory information and advised sales associates
- Executed daily checklists
Shift Leader
Sonic Drive-In
Savannah, Georgia
09.2014 - 07.2017
- Supervised drive-in employees and management to ensure operational excellence in Basic Stations
- Assigned employees to ensure adherence to operational standards in service delivery
- Prioritized guest satisfaction in all service delivery interactions
- Addressed escalated guest requests and complaints with a focus on resolution and customer care
- Audited drive-in employment-related records
Sales Associate
Forever 21
Savannah, Georgia
08.2015 - 08.2016
- Delivered exceptional customer service, fostering positive shopping experiences
- Recommended trending styles aligned with customer preferences and demands
- Executed merchandising strategies to optimize product visibility and appeal
- Managed inventory levels to ensure product availability
- Maintained knowledge on all merchandise and promotions
- Worked with others to creatively and effectively reach company goals
Education
Bachelor of Arts - Sociology
Georgia State University
Atlanta01-2019
Bachelor of Science - Biology
Savannah State University
Savannah05-2017
High school diploma -
Newton High School
Covington05-2015
Skills
- Claims processing
- Claims assessment techniques
- Claims processing software
- Settlement negotiation
- Settlement negotiation skills
- Xactimate
- XactContents
- CX Live
- B2B/CCC
- Policy compliance
- Quality assurance
- Customer relationship management
- Customer advocacy and support
- Trend analysis
- Client account oversight
- Team leadership and collaboration
- Mentoring skills
- Conflict resolution
- Time management and organization
Activities Leadership
- National Honor Society, 2015-2017
- Mentor, 2024-Present
Certification
Claims Adjuster License (Property & Casualty)
Timeline
Claims Specialist
State Farm
10.2023 - Current
Claims Associate
Auto Express
12.2022 - 10.2023
Customer Service Assistant Manager
Georgia Furniture Mart
09.2020 - 01.2023
Office Manager
Ashley Furniture Home Store
11.2018 - 09.2020
Customer Service Representative
Customer Service Rep.
08.2017 - 11.2018
Sales Associate
Forever 21
08.2015 - 08.2016
Shift Leader
Sonic Drive-In
09.2014 - 07.2017
Bachelor of Arts - Sociology
Georgia State University
Bachelor of Science - Biology
Savannah State University
High school diploma -
Newton High School