Colin Hepburn

• Pursued passion project to step outside comfort zone to express myself artistically and continue wholistic development - selected amongst 200 + Candidates
• Learned best practices to understand characters' relationships and role in "Underworld" to maximize performance in high paced challenging environment
• Completed extensive research on role, to understand safety and dynamics to maximize fear in Chicago/Milwaukee's top rated Haunted House - visited by thousands of people weekly

• Crafted quality deliverables for senior leadership that pioneered automated review efforts to tackle important CO objective to reduce number of 1-Emojis received in support
• Organized and stood up, strike program effort to rapidly review and improve customer experience in automated support pathways on eater and earner side - average inflow of workflows over 1.5 million sessions monthly
• Delivered over 30 recommendations for each workflow that were ingested in upcoming workflow releases - reviewed over 10 workflows/support issue categories to date
• Achieved on average over 300 bps reduction on %1-Emoji rating in reviewed workflows
• Used and teamed with data partners to make precise estimations that aided in development of regional targets and prioritizing improvements - key improvement in yearly planning process
• Successfully managed regional stakeholders and CommOps leadership to gain alignment on initiatives - received outstanding feedback from leadership and stakeholders on quality of work and professionalism
• Enhanced analytical capabilities with adoption of Celonis as well as building out queries to provide data backed solutions
• Completed thorough review of strike processes and automation intake forms to enhance capabilities to launch items rapidly - achieved over 50% reduction in SLAs
• Demonstrated substantial growth in ability to tackle ambiguity, identify appropriate stakeholders, and build narratives behind work - identifying root causes as opposed to symptoms
• Reviewed 1000's of customer responses to re-design how Uber captures support feedback and can make customer feedback actionable
• Built out and executed XPs to implement broader changes and monitored impact this had on key business targets
• Fought tenaciously to do right by customer and implement re-order future for missing items and orders for deliveries

• Drove remarkable revitalizations of tax and commercial invoice operations to bring about exceptional operational improvement
• Removed over 500 interrupt notes by using business knowledge to expedite representative handle times
• Analyzed carrier performance to guide remediation strategies for peak holiday volume - ensuring more items were delivered on time (50% improvement) and reduced need for shipping credits ($100k + Save)
• Teamed with leadership to challenge common business processes like PO validation and customer categorization
• Delivered over 4 transactionals to top leadership to straighten their decision making and to highlight branch priorities
• Worked on employee scheduling and performance reviews to become better team leader

• Managed integration of $110M company into top global confectionery; surpassed FY18 operating result budget
• Led key projects including: SKU rationalization, inventory reduction, shrink management: reduced active SKUs to 1000, inventory reduced by over 25 million, realized $600k in shrink savings
• Implemented key business processes and operations: demand planning, new product introduction, project management framework, business cycle management, retail routine management
• Prepared and presented key business updates to NA regional board and global strategy committee (included Global CEO and Ferrero Owner)
• Assisted in execution of organization and operational alignment with Ferrero; reducing fixed overhead and streamlining reporting lines

• Served as consultant for over 5 clients across various industries and led numerous internal efforts to increase Deloitte sales and improve practitioner skills
• Gained significant experience in project management, M&A lifecycle, business model transformations, and cost reduction strategy

KEY CLIENT SERVICE HIGHLIGHTS

• Designed 8 different reporting tools for clients to use in crucial technology cutovers and special projects
• Actively led multiple workstream handling direct communication with executive leadership
• Analyzed opportunities for cost reduction - able to identify over $30 million in savings that client moved forward to execute upon
• Built out and managed 4 different SharePoint sites as collaboration tools to be used on large engagements
• Led client interviews as part of business synergy assessment - summarized findings in leadership reports

KEY INTERNAL HIGHLIGHTS

• Developed detailed content and integrated research as part of rapid pursuit team – part of 4 sold pursuit teams resulting in $5million+ work for Deloitte
• Launched ‘Certified to Serve' campaign nationally to increase practitioner fluency in Digital + Analytics + Cloud – to date over 500 practitioners are certified

• Assisted staff with research and reporting on national legislative issues; became one of the most requested intern assistants by staff due to thorough and timely presentation of information

• Managed key client service projects, responded to client concerns and handled FDIC requirements