Microsoft Office/365
Tam Nguyen
Director, Office Of Performance & Accountability
Virginia Beach,VA
Summary
Self-motivated, dependable, and resourceful individual demonstrating exceptional leadership and prioritization skills in managing multiple department-wide initiatives and projects concurrently; incredibly communicative, focused, and collaborative to drive deliberate progress towards achieving goals
Overview
22
22
years of professional experience
4
4
Certifications
1
1
Language
Work History
Director
City Of Virginia Beach
04.2022 - Current
- Develop, lead, and enhance the City’s business intelligence, innovation, and strategy platform on behalf of the City Manager across 24 City departments.
- Ensure effective delivery of municipal services and sufficient progress on priorities set by the Mayor and City Council by leveraging data to develop strategy.
- Work collaboratively with organizational leadership in implementing VBStat, a program encompassing performance management, enterprise data strategy, innovation and strategic planning purposely and deliberately using data to effect prioritization, deployment of resources, and continuous improvement.
- Developed proposals and statements of work for client-specific engagements, such as staff recruitment and retention.
- Serve as a senior advisor on data and performance management issues and opportunities.
- Reported to the Deputy City Manager and met weekly with the City Manager.
- Lead performance review VBStat sessions based on executive briefings developed by OPA staff, the data reported by departments, and the City Manager’s priorities.
- Ensure follow-up on action items identified in performance review sessions.
- Perform advanced research and analysis for executive leadership.
- Provide strategic and analytical support to major City initiatives.
- Manage a team that prepares executive briefings regarding department performance across a broad range of City departments and operations.
- Lead citywide strategic planning and departmental performance planning processes which includes the identification, tracking, and analysis of key performance indicators (KPIs).
- Automate performance reporting and visualization of the KPIs.
- Identify opportunities for advanced analytics that support the
priorities of the administration. - Implement the recently procured strategy and performance management software.
- Facilitate process improvement training to increase the number of employees within departments who are competent in analyzing data, process mapping, and process improvement.
- Coordinate improvement sessions applying Lean Six Sigma principles to processes that are causing performance deficits as measured by KPIs discussed in VBStat.
- Provide leadership and direction for the City’s data strategy.
- Collaborate with City departments to foster increased service delivery.
- Monitor expenditures to mitigate risk of overages.
- Optimize operational processes using analytics tools to address performance metrics.
- Spearhead innovative approaches to resource allocation and strategic planning.
- Establish departmental performance goals and provided feedback for underperforming areas.
- Monitor and coordinate workflows to optimize resources.
- Adapt in fast-paced and constantly changing environment, effectively handling challenging situations and difficult individuals to achieve objectives.
- Championed corporate social responsibility initiatives that enhanced the City's reputation in the community.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Spearheaded successful program launches that resulted in increased productivity and service delivery.
- Improved efficiency with strategic planning, resource allocation, and time management practices across several keystone projects.
- Proven ability to work effectively with all levels of an organization and with diverse consultants and client bases
Strategic Initiatives Coordinator
City of Virginia Beach Department of Parks & Recreation
10.2019 - 04.2022
- Led Departmental to align programs and services with departmental mission and city's short- and long-term goals; includes identification, tracking, and analysis of key performance indicators (KPIs)
- Led departmental re-accreditation effort; mapped swim lanes for roles and responsibilities (R&Rs); established prioritization process
- Led departmental emergency preparedness planning; developed Continuity of Operations Plan
- Oversaw departmental strategic plan to shape operational preparedness and guide future investments; leading quarterly performance review sessions on strategic initiatives to track progress, address challenges, and identify action items
- Managed departmental special projects (e.g., conceptualized, developed, and implemented 360 feedback tool to support professional development/growth)
- Led Empowerment Team's roles and responsibilities departmental initiative
- Led of departmental cost recovery efforts
- Provided strategic and analytical support to major city initiatives
- Researched, collected, and analyzed data for executive leadership to use towards actionable positive impact
- Coordinated improvement sessions applying Lean Six Sigma principles to processes that are causing performance deficits
- Automated performance reporting and visualization of key performance indicators via PowerBI
- Collaborated with senior leadership to assess and provide recommendations to strengthen programming, administration, training, hiring, and operations in support of organizational development
- Identified opportunities for advanced analytics to support departmental priorities
- Performed statistical analysis, strategic planning, forecasting methods, cost-benefit analyses, policy analysis, and program evaluation/assessment
- Developed, managed, and executed departmental policies, procedures, and agreements; presented to senior leadership
- Facilitated departmental meetings, discussions, and trainings
- Provided counsel and recommendations on finance, budget, operations, strategy, and performance management to senior leadership based on evidence-based research and data/statistical analytics in support of departmental and city priorities (e.g., KPIs; net promoter score); producing reports and presenting findings
- Represented department on committees with external stakeholders and other city departments
- Monitored revenue, expenditure, and staffing trends of divisional and departmental budget
- Forecasted and administered both short- and long-range goals and objectives for the division operating budget
- Coordinated preparation of the annual budget for a large division cross multiple budget units and overall department budget support (approximately $65 million operating budget)
- Managed full-time staff dedicated to data strategy and analytics, process improvement, performance measures, survey development/implementation, and market research
Release Manager
Molina Healthcare/DXC Technology
05.2015 - 09.2019
- Led New Jersey Medicaid deployment of user interface, hotfixes, and updates.
- advancementDeveloped, implemented, and refined release request procedure; also modeled prioritization process for solution defects and hotfixes
- Managed cross-functional teams including developers, database administrators, business analysts, quality assurance team members, and testers; mapped swim lanes for teams' duties and roles into digestible visuals
- Collaborated with project stakeholders, including senior leadership and external clients
- Facilitated meetings with internal team members/clients and led scrums
- Reviewed runbooks and developed playbooks for sprints and release software deployments into software development lifecycle environments: DEV, SIT, TRN, UAT, and PROD
- Served as subject matter expert on operational, strategy, and performance management based on data and statistical analysis of release request resolutions and targeted measures/indicators; presented findings to senior leadership
- Led tracking application releases (i.e., lifecycle management) and defect resolution across solution dependencies
- Monitored, assessed, and streamlined release process through strategic short- and long-term operational and strategic improvements
- Performed research, data collection, gap analyses, forecasted risk areas, and developed mitigating strategies to ensure timely [and quality] delivery of product implementation
- Created presentations and infographic for platform release enhancement communications
- Collected, modeled, and analyzed data to make proactive adjustments to plans and meet milestones
- Developed script/coding to automate report generation and streamline analysis
- Trained and coached team members to encourage staff development and professional growth
- Managed personnel challenges
- Oversight of project team (approximately 200) with dotted line authority
- Used sales targets to identify and quantify effective sales strategies
- Started off as an analyst and earned promotion
Business Development Manager
Wylie Wagg
08.2013 - 03.2015
- Led development of business expansion and negotiations
- Devised SWOT (strengths, weaknesses, opportunities, and threats) analysis to develop and implement business plans, as well as to implement process improvements to reduce waste and defects
- Developed and conducted customer surveys to analyze customer needs and recommend long-term strategies for retention and improve customer satisfaction
- Researched industry standards/trends and performed data and statistical analytics to target market audiences and product selection (pull-based system)
- Developed and implemented performance measures, action plans, value stream mapping, and associated measures to track performance and drive productivity improvements
- Developed and implemented policy/procedure changes, work practices, and team empowerment initiatives
- Analyzed market data, including product specific sales, overall sales volume, profitability, demographics, and competitive product releases and pricing strategies for assigned product groups
- Automated work order and shipment processes
- Research, develop and present business cases for new product based on industry trends
- Participated in the development of sales forecasts with sales planning.
- Mapped swim lanes for staff duties and roles; established prioritization processes for operational and administrative functions
- Coordinated innovative strategies to accomplish marketing objectives, lead revenue growth, boost long-term profitability, and streamline operations
- Directed successful search engine optimization and content-building campaign to increase website's credibility and drive traffic
- Provided counsel and recommendations to executive leadership on all matters related to finance, operations, strategy (short- and long-term), and performance management
- Forged and cultivated positive (and profitable) relationships with promotional products distributors and local partners
- Oversight of organization staff (approximately 60) with dotted line authority
Deputy Project Manager
CNA
11.2008 - 08.2013
- Collaborated with local, state, and federal emergency managers and first responders in order to assess their readiness to prepare for, protect against, mitigate, respond to, and recover from human-caused incidents (e.g., terrorism) and natural hazards (e.g., hurricanes)
- Conducted capability assessments, gap analyses, and risk evaluations for multiple regions; authored reports accordingly
- Facilitated strategic planning sessions to identify short- and long-term goals with corresponding performance metrics based on collected quantitative/qualitative) data and associated analyses
- Authored strategic plans for multiple regions (including Hampton Roads) to guide future investments, address performance deficits, and improve efficiencies
- Contributed to the National Preparedness Report for the Federal Emergency Management Agency (FEMA) Strategic Preparedness Analysis and Reporting (SPAR) Resource multi-year project
- Supported the 2009 National Level Exercise with President Barack Obama in collaboration with FEMA National Preparedness Directorate and SPAR
- Supported Hurricane Sandy response and recovery efforts in the National Operations Center—i.e., federal scale/equivalent of Emergency Operations Center (EOC)—for a year at FEMA
- Facilitated workshops, tabletops, drills, and exercises with key local, state, and federal stakeholders [to include appointed and elected officials]
- Developed and presented policy recommendations to senior leadership and key stakeholders
- Authored after-action reports (AARs) to summarize strengths, areas for improvement, and recommendations
- Researched, collected, managed, reviewed, processed, and analyzed data to recommend improvements to processes, policies/plans, and performance; mapped information into clear and concise visuals; performed cross-tabulation analyses, created pivot tables, and v-look-ups
- Used SPSS software for statistical modeling
- Identified and aligned relationships between data sets and dissemination of results using statistical modeling and analyses
- Managed project teams (and subcontractors) and budgets
- Managed personnel challenges and promoted staff empowerment initiatives
- Served as subject matter expert on operational and strategic performance assessments for safety and security gap analyses and capabilities assessments
- Served on the Diversity Advisory Committee to support Human Resources analyze, recruit, and resolve gaps and challenges related to diversity, inclusion, and morale
- Served as de facto in-house editor
- Started off as an analyst and earned promotion
Biomedical Research Project Manager
MITRE Corporation
09.2007 - 08.2008
- Managed a project involving close-working relationships between researchers, analysts, and a team of linguists to translate open-source scientific literature
- Provided research and entity extraction support to an intelligence community-sponsored effort
- Supported the discovery, data-collection, assessment, and assembly of biological non-proliferation information
- Used visual analysis tools to support identification of data into actionable intelligence to discover trends/patterns; mapped intel relationships
- Presented project findings to executive leadership
Assistant Manager
Abercrombie & Fitch
01.2005 - 08.2007
- Recruited, hired, and trained team members
- Monitored and analyzed performance metrics/indicators to streamline operational deficiencies, as well as achieve goals pertaining to store volumes, staff performances, and loss prevention
- Mapped prioritization processes for operational and administrative functions
- Managed projects region-wide; collaborated with managers and mid-level executives
Intern
Supreme Court Of The United States
01.2002 - 05.2002
- Managed a project to support curation of the Court's history
- Conducted tours with foreign dignitaries, as well as high-ranking appointed and elected officials
Education
Master of Public Administration (MPA) -
George Mason University
Fairfax, VA 08.2005 - 2007.05
Bachelor of Science (BS) - Administration of Justice
George Mason University
Fairfax, VA 08.2001 - 2005.01
Skills
Communication
Leadership
Project Management
Collaboration
Strategic Planning
Analytics
Problem-solving
Adaptability
Innovation
Facilitation
Software
Microsoft Power BI
IBM i2 Analyst's Notebook
IBM SPSS
HP Application Lifecycle Management
Certification
Lean Six Sigma Black Belt
Timeline
Director
City Of Virginia Beach
04.2022 - Current
Strategic Initiatives Coordinator
City of Virginia Beach Department of Parks & Recreation
10.2019 - 04.2022
Release Manager
Molina Healthcare/DXC Technology
05.2015 - 09.2019
Business Development Manager
Wylie Wagg
08.2013 - 03.2015
Deputy Project Manager
CNA
11.2008 - 08.2013
Biomedical Research Project Manager
MITRE Corporation
09.2007 - 08.2008
Master of Public Administration (MPA) -
George Mason University
08.2005 - 2007.05
Assistant Manager
Abercrombie & Fitch
01.2005 - 08.2007
Intern
Supreme Court Of The United States
01.2002 - 05.2002
Bachelor of Science (BS) - Administration of Justice
George Mason University
08.2001 - 2005.01
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