>Responsible for conducting technical discovery calls with current and potential customers. >Responsible for designing and delivering tailored product demonstrations for current and potential customers. >Responsible for creating / contributing to training and marketing materials. >Responsible for working with other Cavallo departments (Product, Professional Services, etc.) to provide answers / advice to current and potential users of Cavallo software solutions. >Responsible for providing product feature requests (user stories) and bug reports to Product / Development teams. >Responsible for providing training and instruction to new team members.

>Responsible for conducting technical discovery calls with current and potential customers. >Responsible for designing and delivering tailored product demonstrations for current and potential customers. >Responsible for creating / contributing to training and marketing materials. >Responsible for working with other Cavallo departments (Product, Professional Services, etc.) to provide answers / advice to current and potential users of Cavallo software solutions. >Responsible for providing product feature requests (user stories) and bug reports to Product / Development teams. >Responsible for providing training and instruction to new team members.

>Responsible for working with sales, marketing, professional services, CFO, Director of Operations, and President to develop and refine MOS’s software sales business, with a focus on selecting products to meet customer requirements and enhance profit margins while establishing standard procedures. >Responsible for notifying software sales staff of special vendor programs, promotions, new products, new pricing, and new product features.>Responsible for providing guidance to software sales reps to accurately quote and configure solutions for RFPs, proposals, and final pricing.>Responsible for managing software quote requests, requesting pricing from vendors, and creating quotes for presentation to customers. >Responsible for coordinating communication between software sales reps, sales team, management, professional services, and vendors.>Responsible for collaborating with professional services analysts and sales reps to ensure proposal accuracy, to prepare SOWs for software opportunities, assisting in improving processes to align with strategic goals for company's software sales efforts, and to provide reporting.>Responsible for creation and ongoing maintenance of MOS Operations SharePoint site (initial site design / creation, ongoing updates such as new pages / libraries / Microsoft Flow workflows, etc.).>Responsible for creating, renewing, billing, and maintaining software support contracts.>Responsible for creation and refinement of MOS price books.>Responsible for working with new and current vendors to ensure the best possible pricing and product availability.>Responsible for issuing POs to vendors and following up on progress of orders and implementations.>Responsible for developing and maintaining all paperwork (quote forms, SOWs, acknowledgements, etc.) for software orders.

>Successfully obtained necessary certifications from vendor to implement software solutions.>Designed and presented functional proof-of-concept demonstrations of ECM software for prospective customers, demonstrating (as appropriate), document capture and OCR, document workflow and approval processes, database layout, integration, web forms, database security, etc.>Developed SOWs, project plans, and project schedules for new ECM implementations and for enhancements to existing installations.>Estimated and quoted billable time for customer engagements.>Tracked status of projects, outstanding and completed tasks, and milestones using Basecamp.

>Supported customers (internal and external) with issues related to network scanning, email scanning, network connectivity, and product usage and training, with goal of first-call resolution 90% of the time; for issues requiring additional support / knowledge, coordinated call or onsite visit between the customer and MOS professional services team members. >Coordinated necessary network changes with customer’s IT staff or vendor in order to resolve issues related to equipment leased from MOS.>Recorded all actions taken to resolve customer issues along with customer contact information and other pertinent details utilizing ticketing system and / or ERP system.

>Responsible for daily management of Customer Care email inbox, including all requests to assist customers, Sales Representatives, Technicians, and other parties in a timely, thorough manner, seeing issues through from receiving initial notification of a problem or need to providing resolution either by coordinating with the appropriate contacts at MOS or by resolving the issue myself.>Assisted customers with a wide range of technical issues including installing print drivers, resolving network issues impacting printing, setting up and troubleshooting scanning (to network, email, and local machines), and resolving difficulties with printing (e.g., setting up printing for IBM Client Access and other third-party applications, optimizing driver settings for print quality, and training users as needed on all Xerox MFP functions). >Created Microsoft Excel tool for looking up printer CRUs accurately and efficiently and for sending callback / ETA requests to technicians; also responsible for keeping this tool updated and reissuing to Customer Care team as necessary.>Created standardized form for taking credit card orders in conjunction with Accounts Receivable department to provide Accounts Receivable with standardized communication from Customer Care and to ensure Customer Care personnel enter credit card orders properly.

>Created reports using Microsoft Excel and Microsoft Access for internal departmental use and for distribution to personnel in the Manufacturing, Accounting, and Quality Assurance departments. >Created and maintained Microsoft Access databases for tracking legal claims, customer returns, and special pricing. >Created multiple procedures to document departmental functions and to encourage best practices, avoid errors, and enable others to quickly learn how to perform various tasks. >Created and utilized form letters for email and other communications to encourage standardization in departmental communications with internal and external parties. >Inspected product returned by customers to validate warranty claims, avoid unnecessary payouts, and to help customers better understand best practices for using / installing product.Issued credits to customers using JD Edwards ERP system as directed by management.>Created macros and user forms in Microsoft Excel for use by department personnel and others.

>Worked closely with supplier contacts to obtain new and updated pricing and then used Microsoft Excel to manipulate the data before uploading it to Network's online Item Pricing Tool. >Created Microsoft Access databases to record key national account contract parameters and contacts at suppliers and member distributors. >Created supplier performance reports using Microsoft Excel for presentation to management.>Created macros for automating various complex or time-consuming functions in Microsoft Excel. >Performed reporting and data collection assignments as needed.>Assisted in the completion of bids for new business.

>Assisted member distributors and customers with all inquiries.>Performed inventory surveys and other data gathering activities to ensure customer orders were filled and product transitions were accomplished in a timely and efficient manner.>Maintained web order guides for multiple distributors and customers using multiple online ordering systems. >Provided online ordering and other IT support for Starbucks in conjunction with Network’s e-Commerce and IT departments. >Performed other reporting functions as needed to pull together data from multiple sources in a way that provided value to both internal and external customers.>Audited the performance and accuracy of online ordering functions and ensured that all required credits flowed back to the customer under tight deadlines (before the end of the client’s fiscal year), validating over $79K in charges levied by Network and resulting in a payout of only $10K.>Provided both primary and backup support for several national clients in the healthcare, building services, and foodservice industries.

>Requested and arranged for equipment repairs and ordered supplies to support testing programs.>Performed data collection and analysis with Microsoft Excel.>Calibrated and recorded the performance of all lab equipment. >Implemented and maintained a database of microbiological testing results using Microsoft Access and Microsoft Excel to streamline communication to offsite microbiologists. >Reorganized and recovered improperly filed paperwork necessary for the successful completion of industry audits.

>Supervised the Quality Control Technicians on assigned shift.>Trained new Quality Control Technicians as needed. >Monitored the entire production process from raw product through to finished goods for GMP and HACCP violations.>Conducted routine and extraordinary data collection and analysis. >Implemented a program to monitor finished product weights to avoid cost overruns due to unacceptably heavy or light finished product.

>Trained new Call Center Representatives. >Supervised call center employees on assigned shifts. >Worked to ensure that customer complaints were dealt with in a professional, open manner to ensure positive outcomes in accordance with company policy. >Provided second-tier IT support to over 200 sales outlets.