SHAWN DUPLECHIEN
Kissimmee
Summary
Customer-focused professional with a proven record of delivering exceptional member experiences at USAA, consistently achieving perfect or near-perfect scores in customer satisfaction, quality, compliance, and attendance. Skilled in building strong relationships, identifying needs, and providing tailored solutions in a high-volume, fast-paced environment. Brings a consultative, account management approach to every interaction—driving trust, retention, and long-term value through clear communication, attention to detail, and proactive problem-solving.
Overview
17
17
years of professional experience
Work History
Contact Center Representative
USAA
Tampa, FL
05.2025 - Current
- Earned the 6-20 All Lines Adjuster License, a significant milestone that enhances my ability to handle complex claims-related member interactions and positions me for broader contributions within USAA.
- Applied this new licensure by working property claims during the January 2026 catastrophic winter ice storm event in the East/Northeast, providing timely and empathetic support to impacted members
- Selected as one of only 14 participants from over 700 Contact Center Representatives for the exclusive Chat to Text pilot program, contributing to innovative service delivery improvements.
- Completed dual cross-training in the Property Contact Center, increasing versatility and supporting broader team coverage.
- Participated in a status call process optimization pilot, driving enhancements in operational efficiency and workflow.
- Demonstrated strong ownership and adaptability through participation in high-impact initiatives.
- Excelled in de-escalating sensitive member situations with empathy and efficiency.
- Proactively sought and applied feedback for continuous professional development.
Account Executive
Longship
St. Petersburg, FL
03.2024 - 04.2025
- Develop and maintain multiple strong relationships with carriers and shippers, ensuring reliable capacity and competitive pricing.
- Negotiate contracts and freight rates to maximize profitability(15%) while meeting customer needs.
- Monitor and track shipments(8 -12) loads per day, proactively addressing any delays or issues.
- Reduced freight costs by 20% through effective rate negotiation and lane optimization.
- Coordinated roughly 200 shipments per month, ensuring a 99% on-time delivery rate.
- Managed end-to-end freight transactions, from booking loads to final delivery.
- Developed and executed strategic sales plans to expand the client base.
- Successfully expanded client base by 15% through targeted prospecting and strategic account management.
Account Executive
Quality Machine Services
Youngsville
06.2018 - 02.2023
- Successfully sourced an alternative supplier for a critical raw material, mitigating supply chain risks and reducing dependency on a single source.
- Implemented supplier collaboration platform, resulting in a 30% reduction in communication lead times and improved order accuracy.
- Managed sourcing activities for critical raw materials, achieving 20% cost savings through strategic negotiations and supplier partnerships.
- Collaborated with R&D and Quality Assurance teams to establish material specifications, ensuring adherence to quality standards.
- Developed and implemented a strategic sales plan to expand our market presence and achieve sales targets.
- Identified potential manufacturing clients for our products.
- Proficiency in using CRM software and sales analytics tools to manage leads and track progress.
- Developed strong rapport with clients through regular communication, understanding their needs, and aligning solutions accordingly.
Management Trainee, Business Development
Enterprise Rent-A-Car
Denver
01.2017 - 05.2018
- Provided leadership, development, and training for the team, ensuring the achievement of sales and operational goals.
- Participated in the hiring process, conducted performance evaluations, and resolved inefficiencies.
- Assisted established management staff with operational oversight, business development, and process improvement strategies.
- Managed $6M in-vehicle fleet, maintaining accurate reporting and accountability.
- Contributed to ~27% YOY growth through improved sales strategies and staff training.
Management/Project Coordinator
North Maroon Restaurant Concepts
Lafayette
08.2014 - 01.2017
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Managed bar operations, customer service, sales, and promotional marketing, contributing to $500K in annual sales.
- Assisted in coordinating and executing the ground-up build of a new restaurant concept.
- Developed and led up to 30 staff members, ensuring smooth operations and high service standards.
Recruiting Intern
University Of Louisiana At Lafayette
Lafayette
01.2009 - 01.2014
- Proven experience in talent evaluation and recruitment in Division 1.
- Comprehensive knowledge of NCAA rules and regulations governing college football recruiting.
- Exceptional interpersonal and communication skills.
- Ability to build strong relationships with high school coaches, student-athletes, and their families.
- Strong organizational and time-management abilities, capable of handling multiple tasks simultaneously.
- Led Sunbelt Conference in football recruiting for 2013 and 2014.
Education
Bachelor of Science - Sports Management
University of Louisiana At Lafayette
Lafayette08-2014
Skills
- Exceptional Member Service
- Call Quality & Performance Metrics Excellence
- Auto Claims Handling & Property Insurance Knowledge
- Cross-Training & Adaptability
- Process Improvement & Operational Efficiency
- Innovation & Pilot Program Participation
- Team Collaboration & Feedback - Driven Development
- 6-20 All-LInes Adjuster Licensure
- Catastrophic Claims Experience
Timeline
Contact Center Representative
USAA
05.2025 - Current
Account Executive
Longship
03.2024 - 04.2025
Account Executive
Quality Machine Services
06.2018 - 02.2023
Management Trainee, Business Development
Enterprise Rent-A-Car
01.2017 - 05.2018
Management/Project Coordinator
North Maroon Restaurant Concepts
08.2014 - 01.2017
Recruiting Intern
University Of Louisiana At Lafayette
01.2009 - 01.2014
Bachelor of Science - Sports Management
University of Louisiana At Lafayette