ROBERT J. EDDINS
Dallas,TX
Summary
Results-oriented operations leader with 15 years of experience in managing technology-driven operations and enterprise workflows. Expertise in operational systems, data management, and service processes, translating business needs into actionable solutions. Strong foundation in Lean Six Sigma principles, CRM, case management, and change management. Ready to enhance Revenue Operations and Sales Enablement efforts.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Area Manager of Operations
Cornerstone Staffing, Inc. Temporary Contract Position
01.2025 - 01.2026
- Directed administrative and operational functions for patient access programs, maintaining reliable high-volume workflows and alignment with contractual and regulatory requirements.
- Coordinated cross-functional teams and stakeholder requests to resolve operational issues and enhance service continuity.
- Monitored service-level agreements, quality indicators, workflow performance, and operational trends; translated data into actionable leadership insights.
- Partnered with pharmaceutical manufacturers and healthcare stakeholders on escalations, requirements, and program continuity.
- Implemented workforce planning strategies to align operational capacity with service requirements during demand fluctuations.
- Maintained process controls, privacy standards, and audit readiness to ensure compliance in a regulated operating environment.
DIRECTOR OF OPERATIONS
Blue Cross Blue Shield of Louisiana
01.2022 - 01.2025
- Improved productivity 20% and reduced workflow cycle times 30% through process redesign, standardization, performance management, and continuous improvement.
- Developed performance dashboards and reporting used to monitor operational health, identify bottlenecks, and inform executive decision-making.
- Developed performance dashboards and reports to monitor operational health, identify bottlenecks, and support executive decision-making.
- Partnered with compliance, legal, and information technology teams to enhance governance, controls, and issue resolution for improved operational reliability.
- Partnered with Compliance, Legal, and Information Technology teams to strengthen governance, controls, issue resolution, and operational reliability.
- Managed change across complex enterprise processes, aligning business requirements, user needs, compliance, and service-level expectations.
DIRECTOR OF CUSTOMER OPERATIONS
Centering Healthcare
01.2021 - 01.2022
- Coordinated administrative and operational activities across national healthcare network, enhancing collaboration among stakeholders and optimizing technology-enabled workflows.
- Standardized operating procedures to improve reimbursement workflows, reduce inefficiencies, and create more consistent execution.
- Designed and implemented enterprise training initiatives that improved workforce capability, process adoption, and compliance awareness.
- Strengthened relationships with executives and cross-functional stakeholders to align program objectives with operational execution.
OPERATIONS SUPERVISOR
Cardinal Health
01.2019 - 01.2021
- Supervised administrative operations for specialty pharmaceutical support programs to enhance service delivery for providers and payers.
- Implemented Lean process improvements that reduced turnaround times 35% and strengthened workflow efficiency.
- Used continuous quality monitoring to identify process gaps and support compliance with regulatory and contractual requirements.
- Managed recruitment, onboarding, and performance evaluation to optimize workforce execution across operational teams.
SENIOR OPERATIONS MANAGER
AIS Healthcare
01.2017 - 01.2019
- Directed operational support for infusion and specialty pharmacy programs, ensuring compliance and efficiency in a regulated, technology-enabled environment.
- Coordinated escalation and issue-resolution processes, decreasing response times by 30%.
- Coordinated escalation and issue-resolution processes, reducing response times by 30% and enhancing service delivery.
SENIOR MANAGER
PharMerica
01.2014 - 01.2017
- Led administrative operations for 75-person service center, enhancing management of over 5,000 daily inquiries.
- Established quality-assurance systems, resulting in 99% issue-resolution rate.
- Redesigned workflows, reducing service disruptions by 25% and ensuring improved operational continuity.
Education
Master of Business Administration (MBA) - Business Management
William Woods University
FultonBachelor of Science (B.S.) - Sociology
Lincoln University of Missouri
Skills
- Healthcare technology
- KPI / SLA Management
- Dashboard Development
- Data Quality & Reporting
- Process & Platform Optimization
- Issue & Escalation Resolution
- UAT / Change Management
- Systems & Workflow Administration
- Cross-Functional Requirements
- Operational documentation
- Microsoft Excel / Office Suite
- SharePoint & Document Management
- CRM / Case Management Platforms
Certification
Lean Six Sigma Black Belt, Executive Leadership Training, Change Management Certification
Timeline
Area Manager of Operations
Cornerstone Staffing, Inc. Temporary Contract Position
01.2025 - 01.2026
DIRECTOR OF OPERATIONS
Blue Cross Blue Shield of Louisiana
01.2022 - 01.2025
DIRECTOR OF CUSTOMER OPERATIONS
Centering Healthcare
01.2021 - 01.2022
OPERATIONS SUPERVISOR
Cardinal Health
01.2019 - 01.2021
SENIOR OPERATIONS MANAGER
AIS Healthcare
01.2017 - 01.2019
SENIOR MANAGER
PharMerica
01.2014 - 01.2017
Bachelor of Science (B.S.) - Sociology
Lincoln University of Missouri
Master of Business Administration (MBA) - Business Management
William Woods University