Heddy Gagne

About Heddy Gagne

Visionary business leader with a proven record of driving enterprise-wide transformation, operational excellence, and innovation. Recognized for turning strategic visions into sustainable, high-impact outcomes by defining and implementing scalable operating models that enhance profitability, customer experience, and workforce engagement. Adept at leading high-performing teams, influencing organizational change, and executing complex initiatives with precision. A data-driven strategist leveraging analytics, technology, and process optimization to drive measurable business value-Progressively complex and high impact leadership roles, driving transformational change and operational excellence-Record of spearheading innovative, forward-looking strategies that enhance business performance-Recognized for building outcome focused teams and leveraging data-driven insights for strategic decision-making-Established governance structures and performance metrics that improved accountability, efficiency, and results-History of leading broad coalitions to drive large-scale transformation and operational improvements.CORE COMPETENCIESStrategy & Business Planning Leadership & Team Development Data Analytics & Business Intelligence Change Management & Organizational Transformation Customer Experience & Journey Design Operational Excellence & Process Optimization Performance Management Workforce Strategy

Experience

1. SVP People and Client Support

   T-Mobile

   Jan 2025 — Present · Overland Park, KS, US

   Spearhead the integration of HR solutions to drive enterprise performance and enhance employee experience.Lead Strategic Client Support function to define and execute People Account Plans aligned with enterprise strategy and business unit workforce goals, delivering measurable business outcomes.Oversee People Solutions functions including HR Partners field consulting, Employee Relations (ER), Leave of Absence (LOA), and MyHR (employee care), ensuring efficient, scalable, and employee-centric service delivery.Partner with senior executives to shape integrated workforce strategies that improve organizational capability, talent agility, and engagement.Drive development of multiyear Strategic Workforce Plans in collaboration with HR, FP & A, and business leaders to align talent strategies with long-term goals.Leverage data and analytics to inform decision-making, optimize workforce planning, and improve HR service performance.

Education

• Rockhurst University

  MBA, Executive Leadership

  2007 — 2009

• William Jewell College

  BA, Philosphy/History of Ideas

  1995 — 1999

Skills

• Integration
• Project Planning
• Customer Service
• Performance Management
• Itil
• Strategic Planning
• Visio
• Customer Experience
• Leadership
• Customer Relationship Management (Crm)
• Analytics
• Business Strategy
• Call Centers
• Business Process Improvement
• Business Analysis
• Call Center
• IT Strategy
• Data Analysis
• Contact Centers
• Process Improvement
• Customer Satisfaction
• Resource Management
• Enterprise Software
• Cross-Functional Team Leadership
• Marketing
• Program Management
• Wireless Technologies
• Software Development
• Project Management
• IT Service Management
• Change Management
• Product Management
• Sdlc
• Team Building
• Management
• Mobile Devices
• Telecommunications
• Analysis
• Vendor Management
• Business Intelligence