Shawna Dembro

• Coordinate executive travel arrangements and meeting logistics for four sales executives, including transportation, accommodations, schedule changes, and itinerary management across multiple time zones.
• Provide travel, expense, and policy support for 120+ sales representatives, including travel booking assistance, troubleshooting, policy clarification, and coordination with internal support teams to resolve issues efficiently.
• Developed centralized logistics resources for sales trainings and corporate events, improving accessibility of travel, venue, scheduling, emergency, and operational information for distributed sales teams.
• Plan and coordinate 25+ sales meetings, trainings, and conferences annually, ranging from 15–300 attendees, including venue sourcing, contract negotiation, vendor coordination, travel arrangements, catering, scheduling, materials management, budget tracking, payment coordination, and on-site support.
• Process sales executive expense reports, budget tracking, and financial documentation with a high degree of accuracy and confidentiality.
• Serve as a cross-functional liaison between sales, finance, legal, IT, and operations teams to resolve issues and maintain operational efficiency.
• Support onboarding initiatives by training new hires on travel and expense systems, policies, and operational procedures.
• Coordinate and facilitate large-scale Microsoft Teams meetings, webinars, and Town Halls for global sales teams, including scheduling, presenter support, recording management, and training content uploads to internal learning platforms.

• Supported the National Sales Manager in driving sales operations and customer support initiatives for local, national, and federal law enforcement accounts.
• Built and maintained strong relationships with dealers, customers, and internal business partners to support sales objectives and customer satisfaction.
• Served as a primary point of contact for customer calls and email communications, providing product support, quotations, freight estimates, lead times, and sales materials.
• Partnered cross-functionally with Operations, Logistics, Marketing, Finance, and Customer Support teams to ensure timely resolution of customer needs and operational issues.
• Managed customer interactions, account activity, and sales documentation within Salesforce CRM.
• Supported government tenders and Requests for Proposals, including documentation preparation, coordination, and submission support.
• Coordinated Trial and Evaluation programs and maintained educational and sales support resources for customers and dealers.
• Prepared export and shipping documentation while ensuring compliance with customer-specific requirements, customs documentation, labeling, and logistics processes.
• Assisted with accounts receivable support and sales order coordination for small- and medium-sized projects and product deliveries.
• Supported Salesforce adoption and integration efforts for the sales team, including CRM maintenance, workflow support, user assistance, and process consistency.
• Managed multiple priorities in a fast-paced remote environment requiring strong communication, organization, and attention to detail.

• Supported New Hampshire Medicaid members through phone, email, mail, and in-person interactions, resolving inquiries, updating member information, and assisting with complex service needs.
• Collaborated with healthcare providers, care teams, and business partners to coordinate issue resolution and improve member experience outcomes.
• Conducted outbound welcome calls to new members, providing education on health plan benefits, services, and available resources.
• Assisted members with Health Risk Assessments to help identify healthcare and social support needs and connect them with appropriate programs and services.
• Managed sensitive member information with professionalism, empathy, and confidentiality in a highly regulated healthcare environment.
• Planned and facilitated quarterly Member Advisory meetings to support member engagement and gather feedback on service experience and community needs.
• Built strong relationships with members through effective communication, problem-solving, and compassionate support during challenging situations.

• Coordinated residential property inspections by collaborating with mortgage stakeholders, contractors, municipalities, and field representatives to ensure timely scheduling and completion.
• Reviewed field inspection reports to assess occupancy status, property conditions, and preservation requirements.
• Prepared and submitted detailed property and inspection documentation for mortgage stakeholders with accuracy and attention to compliance requirements.
• Managed multiple time-sensitive priorities while maintaining strong communication across internal and external partners.

• Led and supervised teams of 6–8 associates per shift to support sales goals, operational efficiency, and customer service standards.
• Served as a subject matter expert and trainer for front-end operations, sales support functions, and customer service processes.
• Assisted with daily store operations, team coordination, issue resolution, and workflow management in a fast-paced retail environment.
• Supported employee onboarding and training to improve team performance, productivity, and customer experience.

Customer Resolution Manager

August 2012 – March 2015

• Served as the primary point of contact for beneficiaries and families navigating complex benefit transitions following terminal illness or death.
• Self-motivated, with a strong sense of personal responsibility.
• Managed high-priority and emotionally sensitive cases requiring exceptional discretion, professionalism, problem solving, and compassionate client support.
• Guided beneficiaries through complex benefits processes including COBRA, life insurance, 401(k), retirement, and defined benefit plans.
• Coordinated with internal business groups, insurance providers, clients, and third-party partners to ensure seamless and timely benefit transitions.
• Assisted with sensitive financial documentation, benefit enrollment, retirement transactions, and claims-related processes while maintaining strict confidentiality in a highly regulated environment.
• Trusted to support high-visibility and executive-level cases requiring accuracy, empathy, and white-glove client service.

Customer Resolution Manager

August 2012 – March 2015

• Managed highly escalated and executive-level participant issues from initial contact through resolution for Defined Benefit retirement plans.
• Served as a subject matter expert on internal Defined Benefit systems, retirement plan operations, and complex case resolution.
• Handled sensitive, high-priority cases requiring advanced problem solving, cross-functional coordination, and exceptional client communication.
• Partnered with business partners and leadership teams to improve associate resources, operational workflows, and retirement event processes to enhance customer satisfaction and Net Promoter Score (NPS) outcomes.
• Supported process improvement initiatives focused on creating smoother participant experiences during retirement transitions and complex benefit events.

Additional Roles:

Defined Benefits / Defined Contributions Representative 2008–2012

Earned FINRA Series 6 & 63 licenses, 2008

Senior Benefits & Payroll Associate

2005-2008

Benefits & Payroll Associate

2004-2005