Tawanda Jackson
Portsmouth
Summary
Customer Operations Manager with 15 plus years of progressive leadership experience across healthcare and financial services call centers. Proven ability to lead large teams, stabilize performance, and drive results in highly regulated environments. Strong track record in adherence management, quality improvement, workforce collaboration, and leader development supporting Medicaid and government programs.
Overview
15
15
years of professional experience
Work History
Customer Operations Manager
Sentara Health Plans
03.2024 - Current
- Provide senior level operational leadership for customer service teams supporting Medicaid, Commercial/Exchange members, providers, brokers, and employer groups.
- Lead and oversee multiple call center teams with direct accountability for adherence, attendance, quality, productivity, and member experience outcomes
- Drive performance through structured coaching, leader calibration, and consistent accountability routines
- Partner with workforce management, quality, training, and compliance teams to address performance trends and regulatory requirements
- Implement process improvements and workflow adjustments to improve operational efficiency and service consistency
- Recruit, onboard, and develop frontline leaders, building bench strength and improving leader readiness
- Maintain oversight of escalations and complex member issues, ensuring timely resolution and regulatory compliance
Supervisor
Sentara Health Plans
02.2022 - 03.2024
- Led frontline customer service teams supporting Medicaid members in a fast paced, regulated environment.
- Directly managed and coached a team of approximately 25 customer service representatives
- Held accountability for adherence, attendance, quality scores, and productivity metrics
- Designed and delivered customer service training for 30 representatives to support organizational changes and new processes
- Identified operational gaps and partnered with leadership to implement process and technology improvements
- Built strong working relationships with internal partners to resolve issues and improve service delivery
Customer Service Supervisor
WPS Health Solutions
03.2017 - 02.2022
- Provided operational leadership within a government healthcare services environment.
- Led teams of 20 to 25 associates, focusing on performance improvement and quality outcomes
- Recruited, hired, trained, and developed staff to support member satisfaction and retention goals
- Conducted quality audits, monitored daily performance metrics, and delivered ongoing coaching
- Managed offline work, claims research, and troubleshooting activities
- Supported departmental projects and process improvements while ensuring compliance standards were met
Customer Service Team Lead
CitiBank Government Card Services
06.2011 - 03.2017
- Led 15 to 20 associates in a government card services call center
- Monitored daily operations, provided coaching, and supported performance improvement initiatives
- Participated in quality calibrations and handled escalated member and client issues
- Supported recruitment efforts and implementation of new initiatives
- Reinforced accountability, integrity, and service standards
Education
AB - Business Administration
Tidewater Community College
Chesapeake, VABS - Business Management
Norfolk State University
Norfolk, VA12.2027
Skills
- Call center operations management
- Performance management and coaching
- Adherence and attendance governance
- Quality assurance and compliance
- Process improvement
- Workforce collaboration
- Escalation and complaint resolution
Timeline
Customer Operations Manager
Sentara Health Plans
03.2024 - Current
Supervisor
Sentara Health Plans
02.2022 - 03.2024
Customer Service Supervisor
WPS Health Solutions
03.2017 - 02.2022
Customer Service Team Lead
CitiBank Government Card Services
06.2011 - 03.2017
BS - Business Management
Norfolk State University
AB - Business Administration
Tidewater Community College