Sue Verdier Email and Phone Number

Plays an integral role in the administration and implementation of third-party/vendor standards and regulatory body certification of internal program and product offerings. In addition to managing day-to-day administrative aspects of the certification program and performing in-depth technical reviews of product and process assessments, extend ongoing training to floor management (5) and staff (160) at multi-site locations. Ensure the continued evolution of compliance operations procedures to support national and multi-state adoption. Work directly with Product Listing team to ensure inventory is listed accurately. Fully developed and implemented operational policies and procedures to obtain and maintain certifications under legal and special vendor requirements. Selected Accomplishments:- Collaborated with the Software Development team to build a previously non-existent functionally operational compliance and certification program, driven by TPA/Vendor requirements, to include ticket creation through Jira addressing system bugs and IT solutions.- R2v3 certification: Sustainable Electronics Recycling International (SERI) ISO 140015:2015 certification: ANSI National Accreditation Board (ANAB) NAID certification: i-Sigma.- Data mining and data analysis - Cut spending on shipping and packaging supplies by 10% thru analyzing quarterly spending and finding price cut points for orders- In coordination with floor management and senior leadership, created and implemented Standard Operating Procedures (SOP) for both sites. SOP creation.- Serve as the Supply Chain Vendor Account Manager for channel partners.

Established operational programs and offerings for employees, contributing to the headcount growth and retention for the organization. Created new policies, practices and operational procedures focused on organizational development and effective performance management. Planned, developed, evaluated, improved, and communicated methods and techniques for selecting, promoting, compensating, evaluating, and training workers. Decreased employee turnover through in-depth management coaching, leadership development, and succession planning. Managed daily imports of purchase orders into our proprietary software to support warehouse receiving operations. Served as a liaison between management and employees by handling questions, investigating claims, and helping resolve work-related problems. Selected Accomplishments:- Key Management team member in the ramp up of Indianapolis facility, and took over Woodinville facility when then current Operations Manager transferred to new facility. - Worked with Software Director to design/integrate a multi-channel business management application (QSv3) which streamlined all inventory, order, shipping, and return processes.- Development and implementation of several productivity tools (shipping, order management) that decreased inventory processing time by 70%. (Purchased software shipping product and integrated with proprietary software for all transactions). - Collaborated with Software Director in the creation of Ship XYZ (proprietary platform), a shipping tool that decreased shipping time by 4 hours per day, in alignment with real time supply chain and distribution methodology. - Reviewed financial data to determine areas needing cost reduction and collected bids and quotes on supplies, resulting in a 20% reduction in material costs.- Established and maintained the company’s R2 and NAID certifications, which included SOP development, compliance management, and internal auditing.

Built the Customer Service Department, including hiring and developing to two direct reports (Customer Service Representative), in support of rapid nation-wide growth. Worked closely with Warehouse and Shipping Leads to ensure all orders were shipped out on time and to the right location, as well as scanned out of the system daily. Consulted with Shipping Lead daily to ensure RMA issues had a solution and that they were processed properly and in a timely manner. Selected Accomplishments:- Worked with Software Director to create and design the first in-house customer service solutions system (CSSS) which ultimately turned into a multi-channel business management application (QSv3) to improve all sales, orders and customer processing needs.- Identified areas in operating procedures needing improvement and assisted in the creation of system tools which increased RMA (return merchandise authorization) processing efficiency by 80%. - Monitored feedback ratings and resolved any discrepancies with customers in order to maintain positive customer experiences and feedback ratings on eBay and Amazon (added 2012).- Hired as only CSR, single handedly coordinating 200 daily transactions, and rapidly promoted to Customer Service Manager with one year of employment.