SUSAN HALL

Plans, leads and develops MDO Installation Operations within the Northwest Region. Responsible for all complex installations, provides leadership and support to MDO installation teams to devise and implement company initiatives; directs and oversees operational processes and procedures; maintains guidelines and promotes core values. Provides on-site and remote assistance to multiple units within the assigned region. Works closely with the MDO leadership teams on key installation processes (order completions, reschedules, returns and required system enhancements). Works closely with the legal team and Costco License Managers to ensure compliance with all state and local regulations. Works closely with MSC, provider support, and MDO Installation Manager to ensure providers compliance to processes. Works with management to create and update budgets, as well as track actual expenditures for multiple areas. Drives improvement using key performance indicators (KPIs) leading the team to action plan development and implementation. Serves as a subject matter expert on all installation matters that support the units including, but not limited to, financials, inventory, safety, process SOPs and member service/experience. Foresees obstacles and works to source solutions to prevent or eliminate them. Oversees and approves all aspects of hiring process for new providers. Communicates updates, problem solutions, and other information to MDO installation team by phone, email, in writing and in person.

• Responsible for ensuring customer satisfaction and clerical inventory support
• Resolveproblems concerning logistical systems and customer issues
• Maintain metrics, reports,and customer service logs
• Plan and implement improvements to internal processes
• Create new procedures for processes and create work instructions and job aides fortraining
• Implement departmental procedures in conjunction with management
• Reviewlogistics reports for ways to improve efficiency and customer satisfaction
• Identifypossible breakdowns in the logistical pipeline that could possibly cause customerdissatisfaction
• Resolve customer complaints and answer customers' questions regardingprocedures
• Provide clerical support for inbound and outbound logistical operations,coordinate inventory management to optimize inventory and minimize costs, assistwarehouse material handlers with load out for daily deliveries
• Supports a variety oflogistical functions including receiving and shipping
• Works independently withinestablished procedures associated with specific job functions
• Process and organize dailyreports, confirm receiving was processed accurately
• Work discrepancy and solveproblems that arose during morning load out
• Resolve problems from returns andreschedules that are communicated from the check in team
• Communicate with themember service contact center to create pickups, change status in Highjump to reflectdamages and cancelled orders
• Communicate with DDC about shortages, overages, andany other issue to ensure members orders are fulfilled on time
• Communicate withinstallation companies to organize pickups and process the returns in a timely manner
• Confirm installations in Service Bench and Service Live and ship orders accordingly
• Perform inventory on installation items to confirm correct information according tomember's order.

• Managed daily store operations including store financial performance, cash control, fuel,inventory, customer service and staff management
• Recruited, interviewed, and selectedstore employees
• Supervised, trained, and developed staff members in accordance withcompany policies and procedures
• Discussed job performance problems with employeesto identify causes and issues and to work on resolving problems
• Evaluated employees'job performance and conformance to regulations and recommended appropriatepersonnel action
• Followed proper standards for food safety and sanitation
• Maintainedpositive working relationships with vendors and corporate office personnel
• Ensuredcompliance with applicable laws, governing agencies, company policies, and contractualagreements
• Motivated, encouraged, and challenged store cashiers
• Designed stafftraining and development programs and customer service initiatives
• Promoted andresolved customer and employee complaints and concerns in a timely and professionalmanner
• Implemented and enforced established daily operating procedures to ensurethe store was clean, adequately stocked, organized, and well kept
• Ensured all machineryand equipment were operating in top condition and facilitated any repairs needed
• Ensured all merchandise was stocked and displays were attractive, priced correctly, anddisplayed in a safe manner
• Organized and processed merchandise returns andauthorized markdowns to ensure products were sold before expiration
• Maintainedquality brand image standards as pass evaluations
• Supervised and disciplined all storeemployees (and assistant manager) according to company policy
• Monitored daily retailgasoline competitors and sent the prices to the corporate office in a timely manner
• Completed daily paperwork and computer entry in a timely manner
• Monitored cashover/short and inventory shrinkage
• Conducted store meetings as was needed withemployees
• Review records and reports pertaining to activities such as payroll andproduction to verify details, monitor work activities and evaluate performance
• Preparedand issued work schedules, deadlines, and assignment
• Maintained records pertaining toinventory, personnel, orders, and supplies.