Shaun Germain
Dudley,MA
Summary
Dynamic professional with a proven track record at Imperial PFS, excelling in customer experience and retention. Skilled in problem resolution and team training, I foster strong relationships while ensuring compliance and quality assurance. Adept in Adobe Creative Cloud, I leverage my graphic design expertise to enhance brand communication and drive customer satisfaction.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Associate
Imperial PFS
Worcester, MA
01.2019 - Current
- Delivered high-volume inbound and outbound customer support in regulated financial and retail environments.
- Resolved complex customer, billing, and account issues while maintaining strict documentation standards.
- Built long-term relationships with agents, carriers, insured customers, and retail clients.
- Consistently achieved high customer satisfaction through clear communication and active listening.
Inspection Department Manager
Quaker Special Risk
Worcester, MA
01.2013 - 12.2018
- Supervised and managed a six-member inspection department ensuring accuracy, productivity, and compliance.
- Trained and mentored new employees in both corporate insurance and high-volume retail environments.
- Developed staff schedules, monitored performance, and enforced company policies and safety procedures.
- Provided hands-on coaching to improve efficiency, quality, and customer satisfaction.
Certified Trainer & Sales Associate
Honey Farms
Worcester, MA
01.2009 - 12.2013
- Handled cash management with 99% accuracy and resolved transactional discrepancies.
- Trained new hires on point-of-sale systems, safety standards, and customer service expectations.
- Assisted with merchandising, inventory control, and product rotation.
- Boosted sales through upselling, promotions, and strong customer engagement.
Education
Bachelor of Arts - Graphic Arts & Design
Southern New Hampshire University
Manchester, NH12.2028
Skills
- Graphic Design Fundamentals
- Website Design & Development
- Adobe Creative Cloud
- Branding & Visual Communication
- Responsive Web Design Concepts
- HTML & CSS
- Customer Experience & Retention
- Client Communication
- Problem Resolution & De-escalation
- Leadership & Team Training
- Retail & Corporate Training
- Department & Staff Management
- Quality Assurance & Compliance
- Microsoft Office Suite
- Account Management Systems
- Inbound & Outbound Calling
- Multitasking in Fast-Paced Environments
- Process Improvement
- Education & Leadership
- AI
Career Accomplishments
- Three-time recipient of the Legendary Customer Service Award at Imperial PFS.
- Promoted early into leadership and management roles in prior positions.
- Managed and trained teams in both corporate insurance and retail environments.
- Recognized for accuracy, professionalism, customer retention, and operational excellence.
Leadership Experience
National Society of Leadership and Success (NSLS), 01/23, Standard Induction, Advanced Leadership, Executive Leadership
Accomplishments
- While inducted into the NSLS, I have completed four certification courses for leadership and success. I performed community service. For my Better Me, Better World project, I helped a friend who started her own small business design her first professional company logo. The company logo that I designed, along with the client, is now on the business's Facebook page and on labels for the business's products. This is my favorite accomplishment, as not only did I help someone in need, but I also designed my first professional logo before graduating from college.
Certification
EXECUTIVE LEADERSHIP CERTIFICATION
The National Society of Leadership and Success (NSLS)
Issued Sep 2024
Ethical Dilemmas in the Workplace: Examples and Solutions
Alison
Issued Jun 2024
ADVANCED LEADERSHIP CERTIFICATION
The National Society of Leadership and Success (NSLS)
Issued Dec 2023
FOUNDATIONS OF LEADERSHIP CERTIFICATE
The National Society of Leadership and Success (NSLS)
Issued Mar 2023
ORIENTATION AND LEADERSHIP TRAINING CERTIFICATE
The National Society of Leadership and Success (NSLS)
Issued Feb 2023
References
References available upon request.
Timeline
Customer Service Associate
Imperial PFS
01.2019 - Current
Inspection Department Manager
Quaker Special Risk
01.2013 - 12.2018
Certified Trainer & Sales Associate
Honey Farms
01.2009 - 12.2013
Bachelor of Arts - Graphic Arts & Design
Southern New Hampshire University