Tawana Adams
Lawrenceville
Summary
Strategic Operations Leader with 12+ years of experience driving customer operations, compliance oversight, and organizational transformation for Fortune 500 companies. Skilled in designing and executing enterprise-wide initiatives that improve efficiency, reduce risk, and elevate customer experience. Proven track record of aligning operational strategy with executive vision, leading high-performing teams, and delivering measurable results in customer satisfaction, compliance, and cost optimization. Recognized for fostering collaboration, guiding professional development, and implementing scalable technology solutions that enhance business performance.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Operations Supervisor
Delta Dental Insurance
10.2022 - Current
- Spearheaded the enterprise-wide rollout of Live Chat, serving as a strategic lead for planning, execution, and adoption—resulting in a 30% increase in customer engagement and faster resolution times.
- Increased employee quality scores by 10% in the first year through structured coaching and performance development frameworks.
- Partnered with leadership to redesign workflows and service models, reducing escalations and improving customer satisfaction.
- Designed training initiatives that accelerated ramp-up time for new hires by 25%, strengthening organizational capability.
Compliance Manager
Sysnet Global Solutions
10.2020 - 01.2022
- Developed and implemented a compliance monitoring system that reduced credit card processing violations by 25% within six months, mitigating regulatory risk.
- Delivered compliance training programs to associates and supervisors, building a culture of accountability and audit-readiness.
- Reviewed and analyzed 300+ customer complaints per month, identifying systemic risks and presenting strategic solutions to executives.
- Partnered directly with client leadership to design onboarding solutions aligned with business and compliance goals.
Business Government Customer Operations Supervisor
Verizon Wireless
03.2014 - 03.2021
- Directed a high-volume service team ensuring delivery of exceptional customer experiences while meeting performance goals.
- Championed the implementation of a new CRM system, achieving a 30% boost in operational efficiency and 25% reduction in repeat callers.
- Improved customer satisfaction by 20% through proactive coaching, data-driven performance management, and process redesign.
- Managed 2,940+ hours of project management work supporting enterprise-wide transformation initiatives.
BGCO Senior Analyst
Verizon
04.2009 - 03.2014
- Conducted statistical analysis and coaching that improved team quality scores from 90% to 96.25%.
- Streamlined reporting processes, driving a 15% improvement in operational efficiency.
- Created quarterly business reviews and executive performance dashboards to support leadership decision-making.
Education
Bachelor of Science - Business Administration, Project Management
Strayer University
Washington, DC05.2018
Skills
- Strategic Planning & Execution
- Cross-Functional Leadership
- Customer Experience Transformation
- Process Improvement & Automation
- KPI & Performance Management
- Compliance & Risk Mitigation
- Technology Implementation (CRM, Live Chat)
- Training & Leadership Development
- Change Management
Certification
Project Management Certification – Villanova University (Expected July 2025)
Timeline
Customer Operations Supervisor
Delta Dental Insurance
10.2022 - Current
Compliance Manager
Sysnet Global Solutions
10.2020 - 01.2022
Business Government Customer Operations Supervisor
Verizon Wireless
03.2014 - 03.2021
BGCO Senior Analyst
Verizon
04.2009 - 03.2014
Bachelor of Science - Business Administration, Project Management
Strayer University