Welcome to Rashan Thompson Leadership and Consulting
Innovating at the Intersection of Strategy, Technology, and Leadership
Year of Experience
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Year of Leadership
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Years of Technical Experience
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Years of Client Management Experience
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Years of Contact Center Management Experience
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Background
About Me
Transforming Businesses Through Technology and Visionary Leadership
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.
Senior Principal
2022 - 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.
Technology Solutions Practice Leader
2019-2022
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.
Salesforce Practice Director and Engagement Leader
2018-2019
Oversaw Salesforce CRM integrations to enhance client satisfaction, boosting NPS 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.
Director of Technical Solutions
2018-2018
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.
Director of IT Service Delivery
2015-2018
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.
Technology Strategy Consultant
2022 - 2024
Strategic Service Group
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.
Vice President of Credit Card Services
2006-2008
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.
Customer Service Director
2022 - 2024
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.
Vice President of Customer Service (StartUp)
2003 - 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.
Director of Operations (Start Up)
2000 - 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.
Leadership and Strategy
Customer Success
Customer Success
Directed customer success initiatives that elevated satisfaction, improved retention by 30%, and ensured long-term client loyalty.
Stakeholder Management
Stakeholder Management
Partnered with stakeholders to influence strategic direction, resolve challenges, and align goals across leadership.
Organizational Goals
Organizational Goals
Championed initiatives that advanced organizational goals, driving innovation and sustainable success.
Global and Remote Team Management
Global and Remote Team Management
Oversaw distributed global teams, facilitating engagement and cohesion across multiple time zones.
Contact Center Management
Contact Center Management
Directed contact centers with up to 1,500 team members, optimizing operations, enhancing FCR, and improving NPS by 40% through AI-powered solutions and process innovations.
Strategic Leadership
Strategic Leadership
Spearheaded growth-driven strategies that aligned cross-functional teams with key organizational goals to maximize results.
Team Development
Team Development
Mentored global, diverse teams, fostering innovation, accountability, and a high-performing work culture.
Customer Experience (CX)
Customer Experience (CX)
Advocated customer-centric solutions to elevate CX, improve FCR, and boost NPS by 40%.
Operational Excellence
Operational Excellence
Streamlined workflows and optimized KPIs to improve operational efficiency and drive consistent, measurable performance.
Process Improvement
Process Improvement
Designed scalable workflows, modernized operations, and implemented improvements that increased efficiency and scalability.
Service Delivery
Service Delivery
Delivered consistent, high-quality service aligned with SLAs through optimized systems and strategic leadership.
Cross-Functional Collaboration
Cross Functional Collaboration
Orchestrated cross-team alignment to ensure seamless execution, strategic outcomes, and client satisfaction.
KPIs & Metrics
KPIs & Metrics
Assessed performance data to identify gaps, optimize delivery, and achieve measurable business improvements.
Agile Methodologies
Agile Methodologies
Implemented Agile frameworks to drive on-time, on-budget project delivery with enhanced flexibility and outcomes.
Technology and Tools
Salesforce CRM
Salesforce CRM
Deployed and optimized Salesforce CRM to improve efficiency by 25%, elevate customer insights, and boost engagement.
Data Analytics Platforms
Data Analytics Platforms
Leveraged analytics to benchmark KPIs, measure trends, and identify actionable insights for performance gains.
AI Powered Solutions
AI Powered Solutions
Championed AI-powered automation to reduce operational costs, optimize workflows, and enhance customer interactions.
Cloud Computing
Cloud Computing (SaaS, PaaS, AWS, Azur, Google Cloud)
Engineered scalable SaaS/PaaS solutions to drive operational growth and modernize workflows.
Telephony Systems
Telephony Systems
Modernized NICE, Genesys, and Cisco platforms to streamline contact center operations and improve FCR by 20%.
Master Data Management
Master Data Management
Innovated data processes to improve accuracy, governance, and real-time decision-making capabilities.
Contact Center Automation
Contact Center Automation
Designed automated workflows that reduced handling times, optimized processes, and enhanced service delivery.
Client Management and Sales
Strategic Sales Initiatives
Salesforce CRM
Shaped go-to-market strategies that secured multimillion-dollar contracts with Fortune 500 companies.
Value Based Selling
Value Based Selling
Designed solutions that aligned client needs with measurable outcomes, improving ROI and customer satisfaction.
Client Relationsship Management
Client Relationship Management
Cultivated and maintained executive partnerships to drive revenue growth, trust, and retention.
Client Advocacy
Client Advocacy
Engaged clients to identify challenges, advocate solutions, and build long-term value-driven relationships.
Account Growth
Account Growth
Grew life sciences client accounts by 300% through strategic engagement and tailored solutions.
Innovation and Scalability
AI Integration
AI Integration
Designed AI-powered solutions to reduce call volume, improve CX, and achieve operational scalability.
Scalability
Scalability
Engineered scalable systems and solutions to achieve growth, efficiency, and competitive market positioning.
Contact Center Transformation
Call Center Transformation
Led end-to-end transformations that improved service delivery and reduced costs by 20%.
Digital Solutions
Digital Solutions
Conceptualized and deployed digital tools to modernize operations, drive efficiency, and improve outcomes.
Process Optimization
Innovated workflows to reduce complexity, enhance performance, and deliver sustainable results.
Process Optimization
Innovated workflows to reduce complexity, enhance performance, and deliver sustainable results.
Performance and Outcomes
Customer Retention
Customer Retention
Realized a 30% improvement in retention by implementing data-driven strategies and enhancing CX solutions.
Customer Satisfaction Scores
Customer Satisfaction Scores
Enhanced CSAT with self-service automation, optimized workflows, and customer-first strategies.
First Call Resolution
First Call Resolution
Improved FCR by 20% through AI integration and streamlined contact center workflows.
Churn Reduction
Churn Reduction
Reduced churn by 25% with tailored customer strategies, proactive engagement, and process improvements.
Net Promotor Scores
Net Promotor Scores
Elevated NPS by 40% by analyzing feedback and optimizing processes to exceed client expectations.
Revenue Growth
Revenue Growth
Achieved 35% revenue growth through innovative RevOps strategies, AI tools, and process optimization.
Service Level Agreements (SLAs)
Service Level Agreements
Exceeded SLAs through continuous process optimization, delivering exceptional service outcomes.
Operational Efficiency
Operational Efficiency
Streamlined operations to deliver a 15% improvement in efficiency while reducing costs and delays.
Empowering the Next Generation of STEM Leaders
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.
Industry Experiences
Pharma-Life Sciences
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.
Technology
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.
Financial Services
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.
Consulting
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.
BPO
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.
Software
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.
Startups
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.
Entrepreneurship
Founded and scaled Strategic Service Group and Connective Technologies, delivering $500K+ revenue. Partnered with schools and SMBs to deploy AI, cloud, and digital solutions, empowering organizations to compete and thrive.
What my Client and Colleagues Say
Rashan and I worked together on a complex strategic project implementing Salesforce Service Cloud, Sales Cloud, Health Cloud, and Communities. Although Rashan's workload remained full, he was very intentional in spending time with me to ensure I had the guidance I needed to be successful. He can manage many moving pieces and workstreams, guaranteeing a robust technical solution that seamlessly works together.
Rashan is a senior level Technical Solution Leader for Fortune 500 companies who require complex technology convergence from system duplicity and mergers/acquisitions involving similar functionality across multiple systems. Rashan's strengths include transformational business process reengineering with a focus on improving business operations efficiency, increasing revenue and delivering impactful end products that provide in-depth analysis for better decision making. He has a vast array of technical enterprise experience that provides him leverage to excel in consulting on business, technical, financial, customer service and employee impacts related to implementing new systems and making modifications to existing ones.
I’ve been a colleague of Rashan’s for over two decades. I’ve seen his tremendous leadership up close in various roles. He is very passionate about innovation and technology, process improvement and project management. His strengths are in infrastructure design and implementation based on organizational needs, regardless of size. I’ve had the opportunity to witness Rashan’s dedication to his client’s projects from start-up to close. He closely aligns and partners with his clients to make them successful. He offers impressive assessments, thoughtful ideas, and true tenacity throughout all projects.