John Silcock
Complex Claims Specialist - Total Loss @Turo
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WORK HISTORY
Complex Claims Specialist - Total Loss @Turo
Phoenix, AZ, US
Claims Specialist- Total LossTrained peers on Total Loss SOPs; assisted Supervisor with weeklyteam huddles and maintained KPI metrics in Excel.Completed valuation reviews, vehicle salvage coordination withvendor (IAA), storage negotiations, and managed CRM and assistedvendor with title procurement processes.Recognized as a consistent top performer exceeding departmentalbenchmarks.Senior Claims AssociatePartnered with Insurance Director to implement Box Trucks onto theplatform.Assisted leadership with updating macros and SOPS to improve CX,improving customer experience through clear understandingoperations.Partnered with Business Ops with electronic payment Implementationwith Stripe.Owned escalated claims and arbitration through a full resolutionlifecycle.Claims AssociateDelivered top-tier performance across KPIs and CSAT metrics.Investigated and approved estimates from minor to severe vehicledamages.Collaborated with Leadership and Training to facilitate shadowingand enhance onboarding SOPs for new employees.Collaborated with Leadership for SOPs for new vendor (CrashBay)integration; presented at bi-weekly department meetings, andindividual peer team huddles.
EDUCATION
University of Missouri-Kansas City
Graphic Communications
Arizona State University
Graphic Communications
ABOUT JOHN SILCOCK
Tenured and dynamic Customer Service Leader with over 10 years of success in…
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