Tonja Avery-Washington
Cypress
Summary
Strategic Senior Operations Leader (MBA) with 15+ years of experience driving large-scale federal healthcare, compliance, and technology initiatives. Proven success in Workday HCM implementation, stakeholder engagement, and process improvement across multi-site operations. Adept at managing end-to-end program lifecycles, from strategy and staffing through quality assurance and compliance. Recognized for fostering collaboration, elevating customer service standards, and achieving measurable operational excellence.
Overview
32
32
years of professional experience
Work History
Enterprise Project Manager
Capitol Bridge, LLC
Washington
01.2024 - Current
- Define project scope, timelines, and deliverables for enterprise-level healthcare and operations initiatives.
- Lead and mentor cross-functional teams to achieve efficiency, accountability, and performance excellence.
- Oversee quality assurance and risk management processes to ensure projects remain on schedule and compliant.
- Serve as primary liaison with stakeholders, delivering transparent reporting and communication throughout project lifecycle.
Sr. Operations Manager - Federal IDR NSA Program
Maximus Federal Services
01.2023 - 01.2024
- Directed the Federal IDR NSA (No Surprises Act) Operations Team of 50+, achieving full CMS compliance across all reporting phases.
- Led training and curriculum design for 200+ staff, covering workflows, SLAs, and regulatory processes.
- Built performance tracking models and streamlined procedures to boost team efficiency and client satisfaction.
- Partnered with leadership to resolve program challenges, improving turnaround and service delivery metrics by 25%.
Project Manager - COVID-19 Response Programs
Maximus Federal Services
01.2020 - 01.2023
- Managed multi-state immunization record and testing initiatives for U.S. Dept. of Health & Human Services and CDC.
- Led client outreach and reporting for San Francisco Unified School District, ensuring accurate immunization data management.
- Developed and implemented training and process flows that enhanced compliance and consistency across project sites.
- Achieved a perfect NPS score (10/10) in both 2022 and 2023 for client satisfaction.
Training & Implementation Manager
Maximus Federal Services
01.2015 - 01.2019
- Directed the design and delivery of comprehensive training programs across federal contracts.
- Improved staff retention and satisfaction through targeted leadership development and coaching.
- Collaborated with HR and department heads to align training with evolving business needs.
- Introduced new learning technologies and blended learning approaches, boosting training effectiveness and engagement.
Customer Service Operations Manager
Travelers Insurance
01.2014 - 01.2015
- Managed daily operations and coached frontline teams to meet quality and service targets.
- Drove initiatives to enhance customer experience, streamline communication, and improve process efficiency.
- Designed and implemented employee training and development programs, increasing team performance metrics.
Technical & Customer Operations Manager
Verizon Wireless
01.1994 - 01.2014
- Oversaw daily operations for Technical Support and Customer Service divisions across Texas regions.
- Recognized as a Top 5 Supervisor out of 100+ for leadership and performance results.
- Spearheaded quality assurance and communication improvement projects, raising efficiency to 96%.
- Served as Quality Assurance Consultant for a major improvement initiative, reducing operational costs by 30%.
Education
Master of Business Administration - Business Administration
University of Phoenix
Bachelor of Business Administration - Business Administration
Prairie View A&M University
Skills
- Project Lifecycle Management
- Federal Program Leadership
- Workday HCM Implementation
- Training & Development
- Compliance & Quality Assurance
- Stakeholder Collaboration
- Process Optimization
- Salesforce
- Team Building
- Risk & Change Management
- Strategic Planning
- Customer Experience Excellence
Affiliations
- Member, DE&I Employee Resource Group (ERG)
- Delta Sigma Theta Sorority, Inc., Alumnae Chapter - Active in leadership and inclusion initiatives
Timeline
Enterprise Project Manager
Capitol Bridge, LLC
01.2024 - Current
Sr. Operations Manager - Federal IDR NSA Program
Maximus Federal Services
01.2023 - 01.2024
Project Manager - COVID-19 Response Programs
Maximus Federal Services
01.2020 - 01.2023
Training & Implementation Manager
Maximus Federal Services
01.2015 - 01.2019
Customer Service Operations Manager
Travelers Insurance
01.2014 - 01.2015
Technical & Customer Operations Manager
Verizon Wireless
01.1994 - 01.2014
Master of Business Administration - Business Administration
University of Phoenix
Bachelor of Business Administration - Business Administration
Prairie View A&M University