[Insert Name]

Senior Consultant
Deloitte Consulting LLP
[Insert Office]
Mobile: +1 000 000 0000
Summary of Experience and Qualifications
____________ is a Strategy & Operations Senior with experience implementing
strategies to improve operational performance, improve and analyze financial
performance and design the business requirements for multichannel selling. Specific
areas of expertise include: customer service strategy and implementation, store
operations, profit recovery (shrink reduction), workforce management, talent acquisition,
compensation analysis, benchmarking, customer experience, pricing, e-commerce
business process development, organizational change, operational assessment and
process design. She has deep project and program management, business case,
process redesign, financial analysis, audit and accounting standards, and workshop
facilitation skills. ______________ has advanced technical skills in Peoplesoft, SAP,
Visio, Excel, Access, SQL and Powerpoint.

Deloitte Experience
Industry: Life Sciences Service Area: Strategy and Operations
Service Line:

Customer Strategy

Senior Consultant; 3 months.

Vaccine and drug manufacturer.
The client is a life sciences client that is preparing for a new vaccine launch that will
expand their customer base to include more B2B customers including doctors,
pediatricians and clinics. To support the product launch, the client needed to define and
design their customer service strategy to support a higher touch customer.
Role: Managed a critical thread of work on the Customer Service Strategy project
including:

Developed a comprehensive customer service strategy to achieve short and long

term organization goal; the strategy included a build versus buy analysis

Designed and coordinated the RFP process including initial vendor assessments,
RFP program design and evaluation criteria

Developed a comprehensive implementation plan to design, build, implement and

measure the success of the outsourced call center

Managed the relationship with the outsourced vendor to establish project plans
and track performance

Designed all future state customer services processes, internal and external handoffs, decision trees, call routing, and scripting.

Defined the staffing model for the outsourced vendor including job descriptions,
roles, and responsibilities.

Developed the training program including design, execution strategy and

objectives

Worked closely with senior client personnel as a subject matter expert on

Page 2 of 9
customer service centers
Technical Environment: N/A
Industry: Consumer and Industrial Products Service Area: Strategy and
Operations
Service Line:

Technology Integration Additional Service Lines

Senior Consultant; 2 1/2 months.

Wholesale retailer that operates 150 clubs in the United States.
This wholesale retailer has a wealth of customer and transaction data that they currently
house in multiple disjointed systems. We were engaged to create a 4 5 year roadmap
to reach a single version of the truth for all customer and transaction data.
Role: Subject matter expert in retail and managed a critical thread of work on the
Business Intelligence Blueprint Project:

Conducted working sessions to understand business information requirements and

current pain points

Defined the key performance metrics for the organization

Assisted the technical team in prioritizing the implementation roadmap to provide

the organization with the most immediate benefit

Technical Environment: N/A

Industry: Consumer and Industrial Products Service Area: Strategy and
Operations
Service Line:

Operations Excellence Additional Service Lines

Senior Consultant; 1 month.

Women & Mens Specialty Apparel Retailer that operates 200 stores in the United States.
This retailer is experiencing increased field payroll costs due to the high commission
rates that are paid to their sales personnel. They have three primary selling positions
within their stores: Sales Associates, Personal Shoppers and Personal Shopper 2s. To
manage their rising payroll costs, we performed a comprehensive analysis to better
understand the value the higher paid selling associates contribute to the bottom line and
delivered recommendations for improving their commission structure.
Role: Managed a critical thread of work on the Compensation Analysis project including:

Developed a comprehensive benchmark study to understand how the retailer

compared to their peer group on operational performance metrics and commission
structures

Provided insight into store level analytics to gain a deep understanding of the
value delivered by the various selling positions

Developed key recommendations for the client on how to better manage their
payroll costs and achieve performance targets

Designed interview guides for the client to help them better understand the value
of the selling roles within their stores

Technical Environment: N/A

Industry: Consumer and Industrial Products Service Area: Strategy and
Operations

Copyright 2007 Deloitte Development LLC. All rights reserved. (r.v.. 9.1)

Page 3 of 9
Service Line:

Operations Excellence Additional Service Lines

Senior Consultant; 11 months.

Fortune 500 Discount Retailer that operates 8,400 small box discount retail stores within
the United States. This retailer has been significantly underinvested in shrink resources,
tools and prevention capabilities to combat internal and external theft within their stores.
In fact, they have become plagued with the reputation as a training ground for
organized retail thieves.
To become competitive and achieve a significant financial improvement, we identify
selective investments in prevention capabilities to achieve competitive parity or
advantage including:

Exception Management - An information and exception management system to

drive shrink management and response activities at the store

Workforce Integrity & Talent Acquisition - Introduction of an integrity assessment

for all store level applicants to develop a culture of honesty and integrity

Organizational Alignment - Realignment of the organization to more effectively

focus and act on shrink and loss opportunities

Refinement of the Shrink Opportunity to include other key profit leakages such
as damages, cash shortages, sales reductions, and discretionary markdowns

Package shrink strategies and tactics into a comprehensive program that captures
quick hits and long term opportunities to compound benefits.

Role: Led and managed a team including direct client level reports to develop the vision
to decrease shrink and improve profitability through improving the efficiency of the hiring
process and the quality of the applicant
Managed a critical thread of a high complexity shrink and profit improvement project that
focused on organizational change, hiring process changes and technology.

Identified opportunities and gaps and turned them into strategic vision for the
clients workforce integrity and talent acquisition process including quick hits and
long term recommendations

Business case development to support the recommendations that yields an

payback of less than 1 year and an ROI in the thousands

Redesigned the applicant hiring and on-boarding process for associates at 8,400
stores

Implemented the new the new hiring process in 150 stores to test and refine the
process

Created key deliverables to clearly communicate the progress and results of the
pilot to project leadership and client executives

Developed a detailed implementation plan using key learnings from the pilot and
that includes a measurement strategy to validate the business case

Developed, led and executed a training program to roll out operational changes
for a discount retail chain that spans 8,400 stores.

Provided direction and subject matter expertise to Director and VP level client
contact.

Supported the team in exception management selection and program design, and
support the team in designing an organization that supports the strategic
direction of shrink reduction and profit improvement

Monitored industry publications, internal research and industry news to become a

Copyright 2007 Deloitte Development LLC. All rights reserved. (r.v.. 9.1)

Page 4 of 9
trusted retail resource for the client and the team

Developed internal thought ware on creating an effective shrink and profit

improvement organization through 1. Aligning the organization around shrink, 2.
Improving the quality of hire through implementing and effectively utilizing an
exception management system

Technical Environment: Describe technical environment (if applicable)

Industry: Consumer and Industrial Products Service Area: Strategy and
Operations
Service Line: Customer and Market Strategy Additional Service Lines
Consultant; 1 month.
Business to business manufacturer and distributor of apparel to department and discount
retailers. Their retailers range in size from small mom and pop stores to the large outlets
including JC Pennys, Belk North, TJX and Macys.
The project focused on a deep analysis of the pricing strategy and structure for one of
their top brands to provide insight to positively increase profit through price changes.
Role: The retail pricing project was an initial transactional price analysis from the
product, customer, transaction and accounts receivable data. The transactional price
analysis performed includes Velocity Analysis, Product & Customer Contribution Analysis,
Price Band Analysis, Price & Profitability Waterfall Analysis and Customer Profitability
Analysis. From the TPA I identified key pricing strategies for the clients top customers
and product lines. At the conclusion of the project, I participated in the development of
the proposal deck presented to the client which highlighted the analysis performed and
our conclusions.
Technical Environment: SQL Server, DPart
Industry: Consumer and Industrial Products Service Area: Strategy and
Operations
Service Line:

Customer and Market Strategy Additional Service Lines

Consultant; 2 weeks
Specialty retailer of consumer electronics, home office products, entertainment software,
and related services. The domestic segment operates stores in the United States (631
Superstores) and online; $11Bn of sales in FY06. The international segment operates
primarily small format mall based stores in Canada; $623MM in FY06. Circuit City
employees approximately 42,000 employees.
Role: Merchandising/Services/Marketing Transformation Team.
Project focus was on the determination of the key existing customer touch points in their
services businesses. We identified the top 10 Home Theater Installation (HTI) and PC
services SKUs through a quantitative analysis of sales and profit margin by store. We
contrasted this information with an analysis of the Customer Satisfaction data by product
and region to develop recommendations for store sampling. The goal of this portion of
the project was to identify best practice processes based on existing customer responses,
field observations, work sampling in stores and leading practices. Develop
recommendations, metrics and attributes to establish standard practices in support of
associates becoming more effective customer champions emphasis on identifying
improvement actions for the 3rd and 4th quarter of FY08. Unfortunately, this project was

Copyright 2007 Deloitte Development LLC. All rights reserved. (r.v.. 9.1)

Page 5 of 9
discontinued before we were able to reach our goals.
Technical Environment: n/a
Industry: Consumer and Industrial Products Service Area: Strategy and
Operations
Service Line:

Operations Excellence Additional Service Lines

Consultant; 4 months.
Second largest bookseller with 1,200 book stores worldwide, but there remains a
substantial gap between them and the top booksellers. To position the company for the
future and improve their declining financial performance, the Retailer is undergoing a
strategic transformation. The three pillars of this strategy are to take their eCommerce
business back from Amazon, to expand their current offering to include a Digital
Business segment and re-evaluate their store locations.
The eCommerce leg of the Retailers new strategic initiatives focused on the development
of strengthening their online business. Our project team ranged from website developers,
OMS system developers and business process team leads.
Role: I worked on the business process team to help the business define their
eCommerce website and business operations. As a business process team lead (BPL), I
led and supported team members in multiple daily business process and functional
design workshop sessions. The sessions ranged from 5-15 executives and key
stakeholders and were aimed at defining the requirements of the eCommerce business as
it relates to the customer or user experience, system functionality, business operation
efficiency and legality. I focused on a number of critical threads on both the business and
functional design including the following:

Call Center determined the business requirements for their Call Center to
prepare them to handle the breadth of eCommerce questions and to equip them
with the knowledge and tools to do everything the customer can do on the
website. To support the business requirements, I guided the business to
determine the functional requirements for the new customer service tools used to
support the website and the OMS systems to ensure that it was captured all
decisions made in the other business process and functional design sessions

Wish List determined the business and functional requirements for the wish list
webpage to ensure exceptional customer experience

Reporting determined the business requirements for the external reporting

solution used by this retailer and the functional design requirements for the new
reports produced out of eCommerce including look and feel, audience and report
contents

Email determined the functional design requirements for the customer facing
emails and the triggers in eCommerce

Accounting determined the business requirements for the flow of transactional

data to ensure all transactions are properly captured in the General Ledger and
the transaction details are properly stored in the data warehouse

Returns assisted in the determination of the business policy for returns and the
necessary infrastructure to support the policy

Shopping Cart assisted in the determination of the functional design of the

shopping cart to ensure exceptional customer experience

I exceeded client expectation on the engagement through the timely completion and
execution of my client deliverables that exhibited professionalism and demonstrated an

Copyright 2007 Deloitte Development LLC. All rights reserved. (r.v.. 9.1)

Page 6 of 9
understanding of the clients current business, future goals and industry in which it
competes. I continually strived to improve my deliverables and knowledge base through
external research in the clients business and industry.
Technical Environment: Websphere Commerce, Sales Center, Sterling OMS & COM
Industry: Consumer and Industrial Products Service Area: Strategy and
Operations
Service Line:

Organization and Change Additional Service Lines

Enter your Role; 7 months.

Large government contractor which employs about 130,000 people worldwide and is
principally engaged in the research, design, development, manufacture and integration of
advanced technology systems, products and services. As a lead systems integrator and
information technology company, nearly 80% of business is with the U.S. Department of
Defense and the U.S. federal government agencies.
PeopleSoft Implementation for Contracts, Billing, Asset Management, General Ledger,
Accounts Receivable, Projects and Allocations.
Role: On the project, I lead two highly visible and critical threads of the project: Internal
Process Simulation (IPS) and User Acceptance Testing (UAT), and Stabilization Metrics. I
exceeded client expectations through delivering innovative approaches in the structure of
user testing to ensure success. Specifically, I developed a detailed project plan to
encompass training, trainers, creation and execution of 5 weeks of user testing. My
success in these areas was exhibited by the successful execution of IPS and UAT. The
participants were engaged, all trainings were properly executed and the appropriate
metrics were captured and communicated.
As the IPS & UAT lead, I bridged the gap between the Technical Teams and the Change
Management/Transformation Team. To ensure successful execution of IPS & UAT, I
quickly got up to speed on the technical aspects of PeopleSoft, the client's business and
the critical components of finance transformation. I displayed my success in these areas
through my thorough planning and execution of the project plan I developed for IPS UAT
which included the coordination of approximately 20 client and technical team members
per week over the course of 5 week, creation of approximately 50 client deliverables
including training presentations, various materials and other communications targeted at
various levels within the organization from Finance personnel to CFO's. I lead the
facilitation of a 5 week long sessions for a total 200 client personnel. On a weekly basis, I
collected and analyzed the data captured throughout IPS/UAT and post-IPS, and
developed presentations containing meaningful metrics which were presented to the
client's CFOs.
The second role I held on the project was the lead for stabilization metrics post go-live. I
developed a project plan to determine what metrics would be tracked, how to track and
analyze them, and the method and frequency they will be reported. I analyzed and
tracked the performance of PeopleSoft & SAP related data including help desk support,
user adoption, billing, revenue and processing time. I presented the results of the
analysis to the companys CFOs on a weekly basis and on a daily basis on internal status
calls.
Technical Environment: Peoplesoft & SAP

Copyright 2007 Deloitte Development LLC. All rights reserved. (r.v.. 9.1)

Page 7 of 9
Industry: Consumer and Industrial Products Service Area: Choose Service Area
Service Line:

Service Lines Additional Service Lines

Senior Staff Auditor; 6 months.

Manufacturer and distributor for laboratory products.
Completion of the audit of the financial statements of the client to ensure they fairly
present the economic reality of their operations and they are recording their transactions
in accordance with applicable laws and regualtions. Coordination of the subsidiary audits
and related reporting throughout the US and abroad.
Role: I was the engagement lead for the audit of a subsidiary entity whereby I assisted
in the achievement of the engagement goals through proper planning and performance,
training of staff and delegation of authority. Performed research on accounting issues
identified through financial statement analysis or client inquiry. I documented my
recommendations and GAAP basis for conclusions, and present to upper level
management and the client. Performed high level and detailed analysis on the financial
statements and individual accounts and transactions to ensure the balance is appropriate
in amount, fairly presented in accordance with GAAP, recorded in the correct period and
is mathematically accurate.
Technical Environment: n/a
Industry: Consumer and Industrial Products Service Area: Choose Service Area
Service Line:

Service Lines Additional Service Lines

Senior Staff Auditor; 10 months.

Manufacturer and distributor for heathcare products.
Completion of the audit of the financial statements of the client to ensure they fairly
present the economic reality of their operations and they are recording their transactions
in accordance with applicable laws and regualtions. Perfomance of walkthrough testing
and analysis of the clients internal control environment to ensure the controls are
functioning and adequate to prevent or detect fraud in compliance with Sarbanes Oxley
regulation.
Role: I performed the walkthrough testing and analysis for a number of processes at the
client including the following: payables, receivables, fixed asset requisitions/disposals,
the financial close process, employee terminations, purchasing, sales, and receiving. The
testing involved obtaining an understanding of the controls one would expect to find in
place for a given procedure, meeting with clients to understand the process and
procedure they have in place, and assessing if the client has sufficient internal controls in
place to detect or prevent fraud. I was also involved in performance of the financial
statement audit whereby I performed high level and detailed analysis on the financial
statements and individual accounts and transactions to ensure the balance is appropriate
in amount, fairly presented in accordance with GAAP, recorded in the correct period and
is mathematically accurate.
Technical Environment: n/a
Industry: Consumer and Industrial Products Service Area: Choose Service Area
Service Line:

Service Lines Additional Service Lines

Staff Auditor; 7 months.

Grocery Retailer.
Completion of the audit of the financial statements of the client to ensure they fairly

Copyright 2007 Deloitte Development LLC. All rights reserved. (r.v.. 9.1)

Page 8 of 9
present the economic reality of their operations and they are recording their transactions
in accordance with applicable laws and regualtions.
Role: I was involved in performance of the financial statement audit whereby I
performed high level and detailed analysis on the financial statements and individual
accounts and transactions to ensure the balance is appropriate in amount, fairly
presented in accordance with GAAP, recorded in the correct period and is mathematically
accurate.
Technical Environment: n/a
Industry: Consumer and Industrial Products Service Area: Choose Service Area
Service Line:

Service Lines Additional Service Lines

Staff Auditor; 1 month.

Energy manufacturer and provider.
Completion of the audit of the financial statements of the client to ensure they fairly
present the economic reality of their operations and they are recording their transactions
in accordance with applicable laws and regualtions.
Role: I was involved in performance of the financial statement audit whereby I
performed high level and detailed analysis on the financial statements and individual
accounts and transactions to ensure the balance is appropriate in amount, fairly
presented in accordance with GAAP, recorded in the correct period and is mathematically
accurate.
Technical Environment: n/a
Industry: Health Care and Life Sciences Service Area: Choose Service Area
Service Line:

Service Lines Additional Service Lines

Staff Auditor; 2 months.

Hospital.
Completion of the audit of the financial statements of the client to ensure they fairly
present the economic reality of their operations and they are recording their transactions
in accordance with applicable laws and regualtions. Completion of an Employee Benefit
plan Audit.
Role: I was involved in performance of the financial statement audit whereby I
performed high level and detailed analysis on the financial statements and individual
accounts and transactions to ensure the balance is appropriate in amount, fairly
presented in accordance with GAAP, recorded in the correct period and is mathematically
accurate. I was also involved in the performance of an Employee Benefit plan audit for a
hospital.
Technical Environment: n/a
Previous Experience

Copyright 2007 Deloitte Development LLC. All rights reserved. (r.v.. 9.1)

Page 9 of 9
Industry: Financial Services Service Area: Choose Service Area
Service Line:

Service Lines Additional Service Lines

Registration Coordinator; 24 months.

To provide home office support for securities brokers located throughout the US.
To ensure brokers obtained and maintained the necessary licensure to remain in
compliance with NASD and SEC requirements. Coordinated the application process for
new brokers and assisted in their approval.
Role: Prepare and present new applicants to the approval committee at weekley
meetings. Establish new brokers in our system and transfer their licenses.
Technical Environment: n/a
System Experience
Software / Products: PeopleSoft proficient, SAP training and project experience,
Visio - MS Excel - expert, PowerPoint - proficient, MS Word - expert, MS Project training, SQL - proficient, Sampling Software (ACL) - expert
Development Tools / Languages:
Hardware / Operating Systems:

n/a
Win 95/98/NT/2000/XP - expert

Middleware / Databases: MS Access - advanced, Oracle training and project

experience, Essbase - proficient
Education
Master of Business Administration
Bachelor of Arts, major Economics
[insert schools]

Professional Affiliations / Certifications

CPA

Foreign Language Skills

Spanish - Basic Conversation

Internal References [Insert references]

Copyright 2007 Deloitte Development LLC. All rights reserved. (r.v.. 9.1)