Jack Shupp
Harrisburg,Pennsylvania
Summary
Self-directed support professional with demonstrated performance in customer service, problem-solving, time management and organizational skills. Implements decisions to achieve both immediate and long-term goals, Sound decision-making and interpersonal skills.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Auto Damage Adjuster
GEICO, Government Employees Insurance
Harrisburg, PA
01.2024 - Current
- Inspected damaged vehicles to determine repair costs and extent of damage.
- Drafted detailed estimates for customers regarding repairs needed due to accident or other incidents.
- Performed inspections of vehicles during and after the repair process in order to ensure quality standards were being met.
- Maintained records of all auto damage assessments, estimates, negotiations, and payments.
- Negotiated with body shops on behalf of customers to secure best possible prices for repairs.
- Reviewed invoices submitted by body shops for accuracy prior to authorizing payment.
- Provide customer support to members, providers, billing departments and other insurance agency's regarding claims, appeals and eligibility.
- Developed and maintained professional relationships with external partners, including tow companies and rental agencies.
Operations Manager
National Tire Warehouse
Carlisle, PA
06.2018 - 01.2024
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Handled all warranty issues, developed and maintained relations between manufacturer and customer.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Measured and reviewed performance via KPIs and metrics.
- Aided senior leadership during executive decision-making process with daily meetings to recommend corrective actions and improvements.
- Managed scheduling, training and inventory control.
Customer Service Manager
TCI Tire Centers
Carlisle, PA
01.2011 - 07.2018
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Developed and implemented strategies for providing excellent customer service experience.
- Served as point-of-contact between customers and internal teams or manufacturers regarding escalated issues requiring special attention.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
Service Writer
NTB-National Tire & Battery
York, PA
07.2006 - 01.2011
- Tracked warranty claims related to customer repairs and submitted necessary documentation to manufacturers.
- Reviewed work orders with technicians, ensured accuracy of labor times and parts costs.
- Assisted technicians in locating parts from vendors when needed for specific jobs.
- Performed administrative duties such as filing paperwork, answering phones, and scheduling appointments.
- Advised customers on preventative maintenance schedules for their vehicles based on manufacturer recommendations.
- Provided cost estimates for additional repairs and services requested by customers.
- Verified that all required safety checks had been performed on vehicles before release to customers.
Assistant Manager
Advanced Auto Parts
York, PA
03.2004 - 07.2006
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Monitored employee attendance records, timekeeping, and payroll information.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Maintained accurate records of sales transactions using point-of-sale systems.
- Communicated regularly with customers to gain insights into their needs.
- Delegated work to staff, setting priorities and goals.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
Motor Transport Operator
United States Army National Guard
Tower City, PA
01.2000 - 01.2004
- Conducted regular checks of fluid levels including oil, coolant, transmission fluid, brakes (PMCS).
- Transported government materials safely following established guidelines.
- Communicated regularly with HQ regarding route changes or delays due to traffic or weather conditions.
- Assisted with the loading and unloading of freight from trucks using forklifts and cranes.
- Operated a variety of motor transport equipment in a safe manner (AM General Humvee, Freightliner line haul)
- Maintained detailed records of daily vehicle mileage, maintenance issues, and fuel consumption levels.
Education
Certification - Autobody Repair
Geico Auto Damage Training
Ashburn, VA02-2024
Skills
- Strong analytical skills
- Organizational Skills
- Integrity and ethics
- Teamwork capabilities
- Damage Assessment Expertise
- Estimating Repair Costs
- Technical automotive knowledge
- Claims Processing Proficiency
- Insurance Policy Understanding
- Multitasking
Affiliations
- Automotive/powersports enthusiast. Built many custom cars, specializing in vintage RWD V8 Chevrolet
Accomplishments
- Graduated Top 5 in Geico AD Training
Certification
- PA Licensed Motor Vehicle Physical Damage Appraiser
- I-Car Physical Damage Pro Level 1 Certified
Timeline
Auto Damage Adjuster
GEICO, Government Employees Insurance
01.2024 - Current
Operations Manager
National Tire Warehouse
06.2018 - 01.2024
Customer Service Manager
TCI Tire Centers
01.2011 - 07.2018
Service Writer
NTB-National Tire & Battery
07.2006 - 01.2011
Assistant Manager
Advanced Auto Parts
03.2004 - 07.2006
Motor Transport Operator
United States Army National Guard
01.2000 - 01.2004
Certification - Autobody Repair
Geico Auto Damage Training