Open to opportunities

Eric Washburn

@ericwashburn

Message

Customer success and operations leader driving process automation, analytics, and client satisfaction.

United States

Message

What I'm looking for

I seek a role where I can lead customer-facing operations, apply automation and analytics to improve retention, collaborate cross-functionally, and scale team impact in a customer-centric culture.

I am an operations and customer success leader with a track record of improving client outcomes through process optimization, automation, and data-driven decision making.

I have led remote and distributed teams across healthcare and services organizations, implementing scalable outreach campaigns, CRM best practices, and workflows that reduced manual work and improved response times.

My strengths include using data analytics and customer health metrics to identify retention risks, presenting insights to leadership, and partnering cross-functionally with product, sales, and compliance to improve tooling and service delivery.

I prioritize clear documentation, playbook development, and empathetic customer engagement to drive satisfaction and operational consistency.

Experience

Work history, roles, and key accomplishments

Current

Compliance Specialist

Current

CGS Administrators, LLC

May 2025 - Present (5 months)

Manage client and internal compliance cases ensuring accuracy and timely resolution while analyzing regulatory data to recommend process improvements and enhance customer satisfaction.

Compliance Management Regulatory Case Management Process Improvement Documentation Customer Satisfaction Cross Functional Collaboration

Senior Operations Manager

Iris Medical Group

Dec 2024 - Feb 2025 (2 months)

Oversaw customer operations and internal support systems, implemented automations that reduced manual workload by 20%, and analyzed service metrics to improve engagement and retention.

Operations Management Process Automation Service Delivery Customer Satisfaction Data Analysis Cross Functional Partnership Retention

Associate Director, Operations

ObjectiveHealth

Jul 2024 - Dec 2024 (5 months)

Led customer-facing and internal teams to improve onboarding and success metrics, developed automated engagement workflows, and presented data-driven insights to leadership to inform strategy.

Operations Leadership Customer Onboarding Workflow Automation Data Reporting Customer Success Cross Functional Collaboration Process Optimization

Operations Supervisor

ObjectiveHealth

Jan 2024 - Jul 2024 (6 months)

Supervised team performance and implemented scalable outreach processes, created feedback loops integrated into operations, and used CRM tools to monitor satisfaction and resolve client concerns.

Team Supervision CRM Outreach Customer Feedback Scheduling

Central Support Supervisor

Optum

Feb 2020 - Jan 2024 (3 years 11 months)

Led a remote team supporting a national customer base, maintained SLAs and client satisfaction standards, and standardized communication processes to improve retention and experience.

Remote Team Leadership SLA Management Customer Experience Communication Standardization Retention Cross Functional Collaboration Process Improvement

Health Services Coordinator

Optum

Aug 2018 - Feb 2020 (1 year 6 months)

Supported healthcare customers by resolving issues, managing follow-ups, documenting processes, and analyzing service feedback to drive patient and provider satisfaction improvements.

Customer Support Documentation Healthcare Operations