Workforce Management Financial Services

Empowering diverse

teams through impactful

leadership, strategic

workforce management,

and data-driven insights

to elevate customer and

colleague experiences.

Contact Information:

Email - ***.*.**@*******.***

Phone - 612-***-****

LinkedIn - https://www.linkedin.com/in/tam-le-47931152/ Professional Summary: Transformative Operations Workforce Management Leader with over 15 years of experience in financial services and telecommunications. Renowned for driving operational excellence, strategic workforce management, and enterprise growth. A DEI champion recognized for advancing workplace equity and fostering inclusive, high-performing cultures. Skilled in aligning operational strategies with organizational goals to deliver sustainable results. Areas of Expertise

Strategic Operations Leadership

Business Transformation & Process Reengineering

Workforce Optimization & Capacity Planning

Organizational Change Management (ADKAR)

DEI Advocacy & Inclusive Leadership

Executive Team Development & Succession Planning

Data-Driven Decision Making & Performance Metrics

Risk Assessment & Compliance Strategy

Professional Experience

Section Manager 3, Huntington Bank August 2020 – Present Directed strategic workforce operations for the contact center, increasing productivity by 20%. Short-range and Long-range capacity planning for multiple lines of business. Redesigned new hire training, improving onboarding efficiency. Oversaw offshore operations, ensuring KPI compliance. Manage Compliance and Regulatory training for stateside and offshore colleagues. Led DEI programs, enhancing organizational culture. ECC Claims Leader, Securian Financial May 2019 – August 2020 Managed inbound claims, improving service outcomes and delivery consistency by 15%. Support Workforce Management KPIs.

Implemented a comprehensive quality program within the claims department. Develop a new claims process to improve customer satisfaction. Operations Manager, NBCUniversal Comcast March 2018 – February 2019 Optimized workflows across multiple sites, increasing retention by 25%. Manage operational leave and payroll functions across operations. Develop and monitor budgets related to overtime and shift differential pay. Support Central Manager, NBCUniversal Comcast May 2014 – March 2018 Achieved an ENPS increase from 70% to 85%.

Mentored over 30 team members into leadership roles. Created and delivered technical support for frontline colleagues. Collaborated with multiple departments to resolve high-level escalations and updated CRM with resource materials to support colleague education.

Workforce Management Supervisor, NBCUniversal Comcast November 2012 – May 2014 Ensured consistent SLA adherence and informed strategic resource management. Payroll Oversight.

Schedule adherence and Shift Bid Allocations.

Onboard and develop new team members in Workforce Management processes. Workforce Analyst, Target Corporation April 2010 – November 2012 Managed service-level forecasting and actionable recommendations. Shrink and Occupancy Management

Daily, Monthly, and Yearly Attendance reporting

Education

Bachelor of Science in Business AdministrationColorado Technical University, Colorado Springs, CO Graduated Summa Cum Laude Sigma Beta Delta Honor Society Associate of Science in Business AdministrationColorado Technical University, Colorado Springs, CO Graduated with Highest Honors

Recent Awards & Community Leadership

2024 SEWA-AIFW Volunteer Recognition.

2024 Huntington Bank Graduate of the CRB Leadership Program. 2024 Huntington Bank Cultural Celebration Event of the Year. 2023 Peak Performer Huntington Bank.

2022 Huntington Bank ERG Outstanding Member of the Year Finalist. 2021 Huntington Bank ERG Outstanding Member of the Year Finalist. 2020 Active Lead Young Professional, Saint Paul Chamber of Commerce. References: Available upon request.

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