Heather Draper
Phoenix,AZ
Summary
Proactive and results-oriented individual with a proven track record of generating qualified leads and effectively assisting customers by strategically solving problems in a fast-paced environment. Committed to exceeding performance requirements and delivering exceptional service to ensure customer satisfaction and success in the role.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Career Path Participant
Televerde Foundation
01.2025 - Current
- Participated in ongoing professional development projects to enhance skills, knowledge in leadership, project management, and team collaboration
- Demonstrated commitment to lifelong learning and continuous improvement through proactive engagement in professional development opportunities
- Completed comprehensive training in sales techniques, customer relationship management, effective communication strategies within an organization, managing schedules, handling correspondence, organizing meetings, and maintaining records
SAP Inside Marketing Representative
Televerde
01.2011 - 05.2016
- Supported SAP Account Executives across enterprise and mid-market accounts by managing sales operations, pipeline tracking, and deal coordination
- Partnered with AEs to prepare customer proposals, pricing, contracts, and internal approvals in alignment with SAP sales processes
- Managed CRM (SAP CRM) data accuracy, including opportunity updates, forecasting, and reporting
- Assisted in sales cycle activities, from lead qualification to initial AE introduction
- Monitored pipeline health and provided insights to improve forecasting accuracy and sales performance
- Supported renewal, upsell, and cross-sell motions for SAP solutions (cloud, S/4HANA, licenses, services, etc.)
- Acquired, developed, and frequently serviced over 160 enterprise accounts.
Level I Customer Service Representative
Department of Motor Vehicles
01.2010 - 01.2011
- Provided front-line customer service to the public, assisting with driver’s license, vehicle registration, title, and permit inquiries
- Processed 200+ daily transactions while ensuring compliance with Arizona state laws, policies, and identification requirements
- Verified customer documentation for accuracy and eligibility, maintaining strict attention to detail and data integrity
- Resolved customer issues and complaints professionally while de-escalating tense situations in a fast-paced environment
- Educated customers on DMV procedures, requirements, and next steps to reduce repeat visits and processing errors
Education
No Degree - Business Communication
Arizona State University
Tempe, AZ07-2029
Skills
- Salesforce Associate
- Lead Generation
- Call-Flow Methodology
- SAP CRM
- Microsoft Office 365
- Sales Support & Deal Coordination
- Pipeline Management & Forecasting
- Account Executive Support
- CRM Management (Salesforce / SAP CRM)
- Upselling & Cross-Selling Support
- Sales Reporting & Data Analysis
- Attention to Detail
- Time Management & Prioritization
- Problem Solving
- Adaptability in Fast-Paced Environments
- Professionalism & Reliability
Certification
Salesforce Certified Associate
Level III Business Development Representative
Zendesk TVF Sales Certification
Zendesk Customer Service Professional
Timeline
Career Path Participant
Televerde Foundation
01.2025 - Current
SAP Inside Marketing Representative
Televerde
01.2011 - 05.2016
Level I Customer Service Representative
Department of Motor Vehicles
01.2010 - 01.2011
No Degree - Business Communication
Arizona State University