Heidi M. H.

I translate complex platform capabilities into compelling solution stories and demonstration experiences used to showcase innovation, support strategic sales conversations, and bring ServiceNow technology to life for customers. Key Contributions • Create narrative-driven solution stories that translate complex technical capabilities into clear, real-world outcomes • Design and deliver high-impact demonstration experiences including event booth demos, keynote demonstrations, product launch demos, and innovation showcases • Partner with product, presales, and marketing teams to align storytelling with platform innovation and industry priorities • Develop scalable demo and storytelling frameworks used across industries and global events Industries supported: Banking & Insurance, Public Sector, Telecommunications, Technology Providers, Manufacturing, Automotive, and Healthcare.

Designed and developed narrative-driven product demonstrations showcasing Pega’s CRM and AI-powered customer service capabilities, helping translate complex digital transformation concepts into clear customer outcomes for global audiences. Key Contributions • Created a horizontal demo framework that simplified industry-specific language into clear solution narratives used by solution consultants in customer engagements • Led development of the gold-standard CRM demonstration, delivered in under three months and recognized as the highest-rated and most widely used demo in the horizontal domain • Built end-to-end demonstration experiences aligned to the full customer journey, helping illustrate business value and accelerate sales conversations • Partnered with product, sales engineering, and marketing teams to align demos with platform innovation and strategic initiatives

Promoted to senior role recognizing strong performance in discovery-led selling and solution storytelling. Key Contributions • Served as subject-matter expert guiding discovery sessions and shaping solution demonstrations aligned to customer future-state architectures • Created “Confidence Corner,” a coaching and training program to upskill early-career solution engineers • Designed a structured discovery framework used by solution consultants to improve demo preparation and customer conversations

Partnered with enterprise customers to uncover business challenges and translate Oracle CX and service management capabilities into value-driven solution demonstrations that advanced complex sales cycles. Key Contributions • Designed customer-centric discovery and demo strategies that surfaced cross-pillar expansion opportunities across CX, ERP, and service management solutions • Closed a multi-million-dollar deal within three months, earning the Quickest Time-to-Value Award using the Demo2Win methodology • Delivered value-based demonstrations and executive presentations that helped advance enterprise deals exceeding $1M+ • Collaborated within the Center of Excellence to develop solution narratives spanning supply chain, finance, ERP, and field service management

Oversaw 17 direct reports, including Customer Service, QA Agents, CSRs, and Training Managers to increase operational capability by measuring performance and encouraging open communication. Highlights of accomplishments in this role include: • Leveraged modern customer service management means to elevate customer experience by enforcing quality standards, augmenting 14% production levels for contact center members and 27% in quality standards. • Automated three legacy processes, including email auto-responses to simplify the business process and accomplish defined organizational goals. • Revamped training programs to streamline employee onboarding experience by prioritizing team-building initiatives, slashing employee turnover, and improving company culture.

Administered two contact centers within MA and MI territory during a venture capitalist buy out and throughout M&A situations by focusing on employee engagement and traveling between sites as necessary. Improved customer satisfaction and experience by addressing and resolving escalated customer issues and complaints within the set time frame. Highlights of accomplishments in this role include: • Developed a team of 40 direct reports while forming 3 supervisor roles by setting clear team goals and delegating tasks according to employee skills, reducing employee turnover • Conducted a strategic analysis to stabilize the environment by creating tiers within the group and integrating a new wage structure, transforming the external churn rate from 75% to 32%. • Spearheaded communications initiatives within nationwide branches to foster an open and good rapport between leaders and teams, enhancing internal customer satisfaction by 83%. • Consolidated customer service operations to a single location while upholding data quality and integrity, stimulating customer and talent retention by 29% and minimizing operational errors by 67%.

3.85 - GPA

Graduated Summa Cum Laude 3.82 - GPA