Heather Cook Email & Phone Number

• Resolved incoming Asset Management inquiries through SFDC case management• Guaranteed accuracy for all license and renewal quotes, both new and existing, before submission.• Assisted sales teams by preparing quotations for prospective clients.• Managed asset splitting during swaps, upgrades, or partial renewals.• Collaborated with other departments to ensure smooth operation of the quoting process.• Enforced a quality control process by verifying the validity of assets on quotes prior to order completion.• Managed processing of company name changes and license transfers.

Aliso Viejo, California

• Resolved incoming Products and Pricing inquiries through SFDC case management• Managed CPQ application: configured products, troubleshooted and maintained user experience.• Subject Matter Expert in CPQ Product Configuration, SFDC reporting, and Data Loader (SFDC Extension)• Tested system applications during new updates/releases, creating and executing use cases. Documented results, including any errors that required testing by Sales Operations and IT departments.• Played a vital role in integrating Subscription/SaaS business into SFDC CPQ, involving testing, building, and configuring products across multiple instances (TST, UAT, PROD...) As well as providing ongoing troubleshooting support, quoting assistance, and documentation.• Handled the ongoing management and integrity of product configurations company wide.• Managed the Balabit integration project as the lead analyst, closely working with product managers to create asset conversion and go-forward SKUs. Supported License team by aiding in asset conversion mapping data.• Took responsibility for revamping the team's internal SharePoint site, involving a comprehensive reorganization of essential documents and migration to the Salesforce content management system. Enhanced documentation by revising and aligning it with updated policies and procedures through the utilization of Word, Excel, SFDC Content, and SharePoint.• Managed diverse range of internal Products and Pricing cases, from approving SKUs to creating new ones in Oracle and Siebel for product or edition launches.

Aliso Viejo, California

• Resolved incoming CRM inquiries through SFDC case management• Contributed to the development of a new Salesforce platform, overseeing user management, role assignments, public group creation, approval processes, territory configurations, and email alerts.• Designed and implemented Siebel and Salesforce training programs for pre-sales and sales departments. Facilitated onboarding sessions for new employees and conducted regular refresher training on these platforms.• Performed UAT testing for Salesforce updates and meticulously documented and reported defects.• Accountable for addressing and resolving an array of North American Sales Support issues, from permission grants to customized Salesforce reports/dashboards for sales department managers.• Utilized ITSM (CRM System) to track and generate reports on multiple metrics including average case resolution, employee accountability, and problem classification

Aliso Viejo, California

• Resolved incoming Licensing inquiries through SFDC case management• Responsible for resolving internal and external licensing issues, ranging from simple resend requests up to company compliance realignments. I personally assisted with 278 requests in a career-best weekly time frame.• Contributed to a three-person team achieving corporate data alignment for over 100,000 customer accounts and 500,000+ purchased licenses within a scheduled six-month deadline.• Entered trial license keys for over 400 of Quest's products every two months on an internal website, facilitating their distribution by sales representatives to current and prospective customers. Additionally, generated and uploaded exclusive license keys for internal use by product managers, technical support, and system consultants.• Maintained accuracy between corporate sales database (Siebel) and department licensing database (TIMS) in response to evolving customer requirements.• Assisted department management in training new hires and provided ongoing training for the current team