Joshua Horn

• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
• Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
• Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
• Educated clients on new products or services to increase customer engagement with brand.
• Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
• Collaborated with sales team to identify potential upsell opportunities and expand client base.
• Negotiated contract terms with clients, securing favorable agreements for both parties.
• Operate as the lead point of contact for all customer matters within the assigned territory including but not limited to building relationships county and state level election officials, providing excellent customer service and technical support with respect to questions, customer requests and product issues’ resolution.
• Manage a portfolio of assigned customers, and actively seek and develop new business from existing clients. Collaborate with sales and other internal stakeholders to identify and execute growth opportunities within the assigned territory.
• Facilitate communications across customers and internal stakeholders focused on timely and effective issues resolution among customers with product functionality items.
• Identify and evaluate training needs and conduct training as required to ensure end user know-how in the operation of software and hardware products among clients.
• Manage projects focused on new system implementations as well as upgrades/enhancements with respect to hardware and software voting systems used among assigned customers; and educate customers on new releases via user groups, data reviews and internal training.
• Communicate clearly the progress of weekly, monthly and quarterly goals to internal and external stakeholders to ensure timely and successful delivery of our solutions according to customer needs and objectives; Provide input for responses developed regarding to requests for proposals (RFP)
• Monitor state, federal and local regulations that affect voting systems; and document software requirements to meet the regulations.
• Forecast, track and report on key account metrics regarding operational and financial performance among assigned customers.

• Increased warehouse efficiency by implementing new inventory management systems and procedures.
• Fostered a positive workplace culture that motivated employees to perform their best while maintaining high morale.
• Built motivated warehouse team to consistently accomplish operations goals and exceed performance targets.
• Responsible for planning, directing, coordinating and managing elections logistics and warehouse operations.
• Ensured the functionality of capital inventory (in excess of $50 million) and the storage and distribution of the Elections Department’s central warehouse materials and products.
• Assisted in the preparation of the annual warehouse budget.
• Prepared analysis of staffing recommendations and material requirements.
• Reviewed invoices, work orders, consumption reports, and demand forecasts to estimate peak delivery periods and issue work assignments.
• Prepared and implemented logistic plans for successful elections, which include testing, verifying and preparing technical election specific equipment, and supplies that are deployed to voting locations throughout Miami-Dade County.
• Managed and coordinated the work of two (2) supervisors, five (5) technicians, clerical staff, and up to 120 seasonal employees engaged in the receipt, warehousing, testing, quality assurance and distribution of equipment, materials and supplies required for the operation of the department.
• Managed and maintained optimal physical condition of warehouse and equipment thru routine inspections and preparation of work orders for vendors for testing, maintenance, or repairs as needed.
• Develops standard and emergency operating procedures for receiving, handling, storing, shipping, or salvaging of equipment.
• Prepares or directs preparation of correspondence, reports, operations, maintenance, and safety manuals.
• Assist in the development and modification of computerized inventory systems essential to the operational processes in the warehouse as it relates to elections logistics.
• Development of policies and procedures pertaining to the Elections’ warehouse daily activities as well as election specific processes.
• Assist in the planning and development of Operations Division’s annual budget. To ensure funding for day-to-day operations as well as all election related expenditures.
• Management of Elections’ Warehouse inventory and asset tracking system, to include the coordination of system upgrades and changes. This also includes the management of the section tablets and handheld scanners.

• Election Logistics: Election delivery route design and scheduling.
• Ensuring accuracy and timely delivery of equipment and supplies.
• Warehouse Management: Inventory and supply control, assist in the management of Supervisor of Elections’ assets. Using assets management and inventory control software.
• Purchasing of equipment and inventory.
• Polling location management and coordination

- Contracts and Agreements

- Acquisition of new locations

• Supervision, management, and training of temporary elections staff.
• Writing and development of technical manuals.
• Conducting trainings for Election Day and Early Voting Computer Technicians.
• Management of Supervisor of Elections fleet vehicles, including scheduling of maintenance as well as purchasing of new vehicles.
• Public records management.
• Preparation of election equipment: Scheduled preventative maintenance, updates and testing.
• Assist in the preparation and coding of election ballots.