About Me
For over two decades, I’ve dedicated myself to creating impactful solutions that bridge the gaps between strategy, technology, and human connection. My expertise lies in guiding organizations through transformation, fostering strong client relationships, and leveraging advanced tools like AI and CRM technologies to achieve measurable results.
As a technology strategist and client experience leader, I’ve had the privilege of collaborating with C-suite executives, managing global teams, and solving complex business challenges. Whether it’s doubling account growth, spearheading AI-driven initiatives, or optimizing contact center operations to exceed customer expectations, my career has been fueled by a relentless focus on outcomes that matter.
The list below does not include corp-to-corp clients
Apr 2022 - Aug 2024
Directed cross-functional teams to execute AI-powered solutions and contact center automation, achieving a 97/100 customer satisfaction (CSAT) score. Spearheaded account growth with strategic leadership, doubling revenue in the life sciences sector. Managed project budgets with Salesforce CRM and Power BI, ensuring operational efficiency and profitability. Fostered client relationships through continuous engagement and proactive feedback loops, elevating customer experience (CX). Streamlined DevOps with RPA, cutting testing time by 70% and enhancing delivery reliability.
Jul 2019 - Apr 2022
Founded and managed a consulting firm specializing in digital solutions, SaaS implementations, and CRM optimizations. Directed AI integration and process improvements to enhance customer success and retention, achieving a 35% revenue increase for a technology client. Delivered HIPAA-compliant service delivery platforms for healthcare, improving patient onboarding by 25%. Partnered with vendors to negotiate contracts, ensuring cost-effective technology solutions. Improved KPIs such as first contact resolution (FCR) and NPS through tailored data analytics and workflow automation.
Nov 2018 - Jul 2019
Oversaw Salesforce CRM integrations to enhance client satisfaction, boosting Net Promoter Score by 30%. Directed multi-phase technology transformations, achieving a 10% improvement in project margins through strategic vendor management. Partnered with C-suite stakeholders to align solutions with organizational goals, driving a 15% revenue growth. Spearheaded customer advocacy initiatives, improving client retention and service delivery. Designed data-driven strategies, contributing to a 60% win rate in competitive RFPs.
Jan 2018 - May 2018
Spearheaded digital transformation initiatives, leveraging AI-powered chatbots and self-service channels to reduce operational costs by 10% and improve NPS by 40%. Directed the integration of telephony systems and CRM solutions, optimizing contact center performance. Partnered with stakeholders to develop a multi-year technology roadmap, ensuring alignment with organizational objectives. Negotiated vendor contracts, enhancing operational scalability and service delivery.
Sep 2015 - Jan 2018
Led cross-functional teams to optimize service delivery, improving KPIs such as FCR and AHT. Managed a $100M P&L, achieving a 20% increase in profitability through strategic planning and vendor negotiations. Enhanced CX with AI integration and automation, boosting NPS by 40%. Partnered with sales teams to secure $70M in new business by showcasing innovative technology solutions. Directed global teams to deliver high-quality technical solutions, ensuring SLA compliance and customer retention.
Jan 2006 - Sep 2015
Founded and scaled a consultancy specializing in process optimization and CRM implementations. Directed multi-industry projects, integrating Salesforce CRM and telephony systems to enhance operational efficiency, achieving a 45% reduction in sales cycles. Managed vendor negotiations and partnerships, ensuring cost-effective solutions for clients. Designed data-driven analytics platforms, enabling proactive decision-making and improved customer satisfaction metrics. Streamlined workforce management, reducing average wait times by 55% for telecommunications clients.
Nov 2006 - Jul 2008
Directed operational and sales initiatives, achieving the highest monthly credit card account growth in bank history. Spearheaded outbound collections strategies, reducing bad debt from 11.5% to 7.5% within three months. Reengineered contact center systems, including CRM and IVR platforms, enhancing operational efficiency and customer service. Evaluated existing systems and implemented improvements to drive measurable business outcomes.
Sep 2004 - Sep 2006
Served as a Salesforce subject matter expert, spearheading training programs and development plans to streamline operations and increase productivity through automation. Modernized customer service processes, enhancing Salesforce page layouts and user structures to ensure seamless service delivery. Directed the integration of Salesforce CRM capabilities to optimize workflows, achieving significant operational improvements. Fostered cross-functional collaboration to align technology initiatives with organizational goals, driving measurable service efficiency and customer satisfaction outcomes.
Apr 2003 - Jul 2004
Directed a large team of technical and operational staff, implementing a robust CRM strategy that improved operational efficiency and enhanced customer success metrics. Managed all operational business processes to ensure smooth and consistent customer interactions, aligning service delivery with corporate objectives. Optimized workflows and processes to achieve measurable improvements in service quality and customer retention. Championed a culture of excellence through strategic leadership and stakeholder engagement.
Dec 2000 - Apr 2003
Led the implementation of a CRM system and the build-out of a call center to enhance customer engagement and operational efficiency. Designed and implemented global corporate policies and streamlined business processes to support scalability and alignment with strategic objectives. Partnered with cross-functional teams to establish standards and governance for seamless service delivery. Oversaw technology integrations and operational improvements, delivering measurable results in customer satisfaction and service delivery efficiency.
Rashan is passionate about creating pathways to success for underexposed children, partnering with schools and parents to inspire young minds to explore careers in STEM. Recognizing that not every child aspires to be a coder or engineer, Rashan highlights diverse roles within STEM fields—such as project management, business analysis, and client management—that harness creativity, problem-solving, and leadership skills.
Through engaging workshops and personalized mentorship, Rashan collaborates with educators and families to help children identify their unique talents and align them with rewarding career opportunities. He believes in demystifying STEM by showcasing roles that leverage organizational and strategic thinking, empowering children to see themselves thriving in industries shaping the future.
Directed AI-powered solutions and patient services contact center transformations for leading pharma companies. Secured $100M+ contracts, improved onboarding by 45%, and enhanced customer experience through strategic leadership and process innovation.
Oversaw large-scale CRM (Salesforce), AI, and telephony integrations, delivering 25% efficiency gains. Spearheaded cloud computing solutions to drive scalability and operational excellence for tech clients across diverse sectors.
Led contact center optimization and AI integrations, reducing bad debt by 35% and improving KPIs like FCR and CSAT. Engineered innovative digital solutions to streamline customer processes and elevate client retention.
Partnered with Fortune 500 companies to implement transformative strategies, aligning operations with organizational goals. Achieved 300% account growth, reduced churn, and elevated NPS scores through AI and process improvements.
Managed contact centers of up to 1,500 team members globally, improving operational efficiency and KPIs like NPS by 40%. Deployed AI-powered automation and self-service channels to enhance service delivery and reduce costs.
Implemented SaaS and CRM platforms, including Salesforce, to drive operational efficiency and growth. Championed AI and cloud-based tools that optimized workflows, improved CX, and enabled scalable software adoption.
Directed strategic growth initiatives for startups, implementing CRM and telephony systems that reduced sales cycles by 45%. Streamlined processes, drove revenue growth, and enhanced customer satisfaction for emerging businesses.
Founded and scaled Strategic Service Group and Connective Technologies, delivering year-over-year revenue growth. Partnered with schools and SMBs to deploy AI, cloud, and digital solutions, empowering organizations to compete and thrive.