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.

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.
• Handled the ongoing management and integrity of product configurations company wide.

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.
• 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