TAM LE
Coon Rapids
Summary
Transformative leader with over 15 years of driving operational excellence, strategic workforce management, and enterprise growth across financial services and telecommunications sectors. Recognized for spearheading large-scale initiatives that optimize productivity, enhance customer experiences, and foster inclusive, high-performing cultures. A proven champion for Diversity, Equity, and Inclusion (DEI), awarded multiple accolades for advancing workplace equity and contributing to community development. Adept at aligning operational strategies with organizational goals to deliver measurable, sustainable results.
Overview
15
15
years of professional experience
Work History
Section Manager 3
Huntington Bank
08.2020 - Current
- Directed strategic workforce operations for the contact center
- Orchestrated capacity planning initiatives, increasing productivity by 20% through innovative resource allocation strategies and shrink management
- Redesigned the new hire training program, accelerating onboarding efficiency and improving integration for new talent
- Oversaw offshore operations with Genpact Philippines, ensuring compliance with corporate KPIs and service delivery excellence
- Led high-impact DEI programs, enhancing organizational culture and earning recognition for advancing inclusivity
ECC Claims Leader
Securian Financial
05.2019 - 08.2020
- Managed an inbound claims team, implementing operational protocols that improved efficiency and service outcomes
- Launched an advanced quality assurance framework, boosting delivery consistency by 15%
- Elevated team performance through data-driven scorecards, coaching, and strategic performance interventions
- Advocated for DEI within the organization, actively contributing to a culture of equity and inclusion
Operations Manager
NBCUniversal Comcast
03.2018 - 02.2019
- Directed operations for nine Administrative Supervisors across multiple sites, optimizing workflows and cross-functional coordination
- Streamlined leave management processes (LOA, FMLA, ADA), ensuring compliance and seamless employee support
- Increased retention by 25% through innovative onboarding and training enhancements
- Represented the organization at local chamber of commerce events, promoting community engagement and DEI efforts
Support Central Manager
NBCUniversal Comcast
05.2014 - 03.2018
- Managed two high-capacity support teams, achieving an ENPS increase from 70% to 85% through targeted engagement initiatives
- Analyzed escalation trends to implement data-driven solutions that improved service delivery and efficiency
- Mentored over 30 team members into leadership positions, fostering internal growth and succession planning
Workforce Management Supervisor
NBCUniversal Comcast
11.2012 - 05.2014
- Developed workforce analytics strategies, ensuring consistent SLA adherence across multi-site operations
- Delivered operational insights to executive leadership, informing strategic resource management decisions
Workforce Analyst
Target Corporation
04.2010 - 11.2012
- Managed service level forecasting, implementing contingency plans to sustain operational targets during peak periods
- Partnered with senior leadership to deliver actionable recommendations based on occupancy and volume analysis
Education
Bachelor of Science - Business Administration
Colorado Technical University
Colorado Springs, COAssociate of Science - Business Administration
Colorado Technical University
Colorado Springs, COSkills
- Strategic Operations Leadership
- Business Transformation & Process Reengineering
- Workforce Optimization & Capacity Planning
- Organizational Change Management (ADKAR)
- Equity and Inclusion Leadership
- Executive Team Development & Succession Planning
- Analytical Performance Evaluation
- Risk Assessment & Compliance Strategy
Awards And Community Leadership
- Multiple DEI Leadership Awards for fostering equity and inclusion in the workplace.
- Active contributor to the chamber of commerce and local nonprofits, advancing business and community initiatives.
Languages
Vietnamese
Native or Bilingual
Timeline
Section Manager 3
Huntington Bank
08.2020 - Current
ECC Claims Leader
Securian Financial
05.2019 - 08.2020
Operations Manager
NBCUniversal Comcast
03.2018 - 02.2019
Support Central Manager
NBCUniversal Comcast
05.2014 - 03.2018
Workforce Management Supervisor
NBCUniversal Comcast
11.2012 - 05.2014
Workforce Analyst
Target Corporation
04.2010 - 11.2012
Associate of Science - Business Administration
Colorado Technical University
Bachelor of Science - Business Administration
Colorado Technical University
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