Matthew Lehman

Analyze staffing requirements, labor categories, and compensation research for government contracting pricing initiatives. Maintain structured staffing matrices and research workbooks to support accurate operational planning and proposal documentation.

Led new-hire onboarding, coaching, and performance development in a regulated financial services contact center environment. Conducted call quality observations, delivered actionable performance feedback, and reinforced service standards and banking procedures.

Coached business banking team members on service quality, productivity, banking procedures, and consistent operational execution. Handled complex customer escalations through active listening, issue assessment, and solutions aligned with policy.

Supported business banking customers with service requests, issue resolution, and adherence to operational procedures.

Provided customer-facing banking support, resolved service issues, and maintained service and compliance standards.

Assisted in managing daily operations, team supervision, and customer service to ensure efficient and quality service.

Managed teams of up to 60 employees, including staffing, coaching, service execution, and day-to-day operational priorities. Oversaw P&L, labor expenses, and revenue targets; helped turn an unprofitable location profitable with positive year-over-year sales within six months.

Managed store operations, including staffing, sales, and customer service, to achieve performance targets.

Pursuing a Mini-MBA in Artificial Intelligence, currently in progress.

Bachelor of Arts in Government with a focus on American Government and Politics.

Completed a Project Management Certificate in 2024.