RACHEL J. SUTHERLAND
Palm Bay,FL
Summary
Operations leader with 20+ years of experience supervising daily operations in fast-paced, regulated environments aligned to plasma collection and biotech operations. Proven ability to ensure adherence to SOPs, OSHA/HSE standards, and quality requirements while leading teams, optimizing donor flow, and maintaining safe, efficient center operations.
Experienced in workforce planning, staff supervision, performance management, and resolving escalated issues while promoting a culture of safety, compliance, and continuous improvement. Strong background in data-driven decision-making, process improvement, and maintaining accurate documentation within regulated environments.
Recognized for balancing operational excellence with a people-first leadership approach that enhances employee engagement and delivers a positive donor experience.
Overview
19
19
years of professional experience
Work History
Operations Business Advisor
Cigna (eviCore Healthcare)
09.2022 - 01.2026
- Ensured alignment of operational workflows with SOPs, compliance standards, and quality expectations in a regulated environment.
- Facilitated performance review meetings to analyze data, identify process gaps, and implement corrective actions.
- Developed training and tracking methodologies to improve documentation accuracy, reduce errors, and support audit readiness.
- Partnered cross-functionally with Recruiting, Training, and Quality teams to enhance onboarding, employee readiness, and retention.
- Supported operational improvement initiatives that contributed to $8M in cost avoidance savings.
Operations Manager, Non-Clinical Contact Centers
Cigna (eviCore Healthcare)
01.2016 - 09.2022
- Supervised daily operations, staffing, and workflow in a fast-paced, high-volume environment, ensuring adequate personnel coverage based on demand.
- Led 10+ supervisors and 200+ employees, providing clear direction, conducting team huddles, and reinforcing performance expectations aligned with SOPs.
- Monitored attendance, timekeeping, and overtime utilization to maintain operational efficiency and workforce accountability.
- Analyzed KPIs and operational data to identify trends, conduct root cause investigations, and implement corrective actions.
- Conducted performance evaluations, coaching sessions, and corrective actions in alignment with company policies and procedures.
- Ensured compliance with safety standards, confidentiality requirements, and regulated environment expectations (OSHA/HSE aligned).
- Served as escalation point for complex customer concerns, resolving issues efficiently while maintaining a positive experience.
- Promoted a culture of safety, accountability, and continuous improvement across teams.
Interim Manager, Non-Clinical Contact Centers
Cigna (eviCore Healthcare)
10.2014 - 01.2016
- Oversaw daily operations and staffing to maintain service levels and workflow efficiency.
- Partnered with workforce management to align staffing with demand and minimize delays.
- Improved onboarding processes and training consistency, increasing workforce readiness and retention.
- Maintained compliance with policies, procedures, and operational standards.
Supervisor, Non-Clinical Contact Centers
MedSolutions (eviCore Healthcare)
05.2007 - 10.2014
- Supervised daily team operations, ensuring adherence to SOPs, quality standards, and performance expectations.
- Conducted coaching sessions, 1:1 meetings, and documented performance feedback and corrective actions.
- Performed quality audits and monitored documentation accuracy to ensure compliance and audit readiness.
- Managed escalated customer (donor-aligned) concerns with professionalism, empathy, and efficiency.
- Supported recruiting, interviewing, onboarding, and training to maintain a fully staffed and capable team.
- Collaborated cross-functionally to improve workflows, efficiency, and overall service experience.
Education
B.S. - Business Administration
Eastern Florida State College
03.2026
High School Diploma -
Fort Campbell High School
Skills
- Center Operations Supervision
- SOP Compliance & Regulatory Adherence
- OSHA/HSE Safety Standards
- Business Flow Optimization
- Wait Time Reduction
- Workforce Planning & Staffing
- Performance Management
- Coaching
- Employee Relations
- Escalation Handling
- Process Improvement
- Error Investigation
- Quality Audits
- Documentation
- Training & Development
- KPI Monitoring & Data Tracking
- Microsoft Office 365
- Learning Management Systems
- SharePoint Administration
- Reporting & Documentation Systems
Accomplishments
- Drove $8M in Cost Avoidance, Led strategic operational initiatives and process improvements that resulted in $8M in savings through workflow optimization and efficiency gains.
- Led Large-Scale Operations, Managed 200+ employees and 10+ leaders in high-volume environments, improving performance, engagement, and retention.
- Improved Onboarding Efficiency by 20%, Redesigned recruitment and training processes, reducing ramp-up time and increasing workforce readiness.
- Enhanced Operational Efficiency, Leveraged KPI analysis and root cause investigation to implement corrective actions and improve workflow consistency.
- Strengthened Compliance & Audit Readiness, Improved training, documentation, and quality practices to ensure adherence to SOPs and regulatory standards.
Timeline
Operations Business Advisor
Cigna (eviCore Healthcare)
09.2022 - 01.2026
Operations Manager, Non-Clinical Contact Centers
Cigna (eviCore Healthcare)
01.2016 - 09.2022
Interim Manager, Non-Clinical Contact Centers
Cigna (eviCore Healthcare)
10.2014 - 01.2016
Supervisor, Non-Clinical Contact Centers
MedSolutions (eviCore Healthcare)
05.2007 - 10.2014
B.S. - Business Administration
Eastern Florida State College
High School Diploma -
Fort Campbell High School