Rashan Thompson: Leadership and Consulting – Elevating Businesses with Strategic Leadership and Technology Expertise

Welcome to Rashan Thompson Leadership and Consulting
<h1>Innovating at the Intersection of Strategy, Technology, and Leadership</h1>
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<h2>Year of Experience</h2>
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<h2>Year of Leadership</h2>
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<h2>Years of Technical Experience</h2>
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<h2>Years of Client Management Experience</h2>
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<h2>Years of Contact Center Management Experience</h2>
<h1>Background</h1>
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Introduction
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Experience
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Expertise
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Passion
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About Me
<h2>Transforming Businesses Through Technology and Visionary Leadership</h2>
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.

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Global Projects Completed
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Satisfied Clients
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<h2>Rashan’s Career Overview</h2>
The list below does not include corp-to-corp clients
<figure><a tabindex=”-1″ href=”https://slalom.com/us/en”><img src=”https://rashanthompson.com/wp-content/uploads/2024/12/Slalom.png” alt=”” width=”500″ height=”130″ /></a></figure>
<h3><a href=”https://slalom.com/us/en”> Senior Principal – Healthcare and Life Sciences Digital Transformation </a></h3>
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.
<figure><a tabindex=”-1″ href=”https://connectivetech.co/”><img src=”https://rashanthompson.com/wp-content/uploads/2024/12/connective.jpeg” alt=”” width=”100″ height=”100″ /></a></figure>
<h3><a href=”https://connectivetech.co/”>Technology Solutions Practice Leader</a></h3>
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.
<figure><a tabindex=”-1″ href=”https://slalom.com/us/en”><img src=”https://rashanthompson.com/wp-content/uploads/2024/12/Cognizant_logo.png” alt=”” width=”1280″ height=”230″ /></a></figure>
<h3><a href=”https://slalom.com/us/en”>Salesforce Practice Director and Engagement Leader</a></h3>
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.
<figure><a tabindex=”-1″ href=”https://slalom.com/us/en”><img src=”https://rashanthompson.com/wp-content/uploads/2024/12/conduent.png” alt=”” width=”442″ height=”114″ /></a></figure>
<h3><a href=”https://slalom.com/us/en”>Director of Technical Solutions | Healthcare Sector</a></h3>
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.
<figure><a tabindex=”-1″ href=”https://slalom.com/us/en”><img src=”https://rashanthompson.com/wp-content/uploads/2024/12/conduent.png” alt=”” width=”442″ height=”114″ /></a></figure>
<h3><a href=”https://slalom.com/us/en”>Director of IT Service Delivery | Healthcare Provider, Pharmaceutical & Life Sciences</a></h3>
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.
<figure><a tabindex=”-1″ href=”https://slalom.com/us/en”><img src=”https://rashanthompson.com/wp-content/uploads/2024/12/SSG-Logo-Concept-2.webp” alt=”” width=”1920″ height=”1688″ /></a></figure>
<h3><a href=”https://slalom.com/us/en”> Technology Strategy Consultant (Independent Contractor | Self Employed)</a></h3>
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.
<figure><a tabindex=”-1″ href=”https://slalom.com/us/en”><img src=”https://rashanthompson.com/wp-content/uploads/2024/12/NMBank.jpg” alt=”” width=”309″ height=”85″ /></a></figure>
<h3><a href=”https://slalom.com/us/en”>Vice President of Credit Card Services</a></h3>
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.
<figure><a tabindex=”-1″ href=”https://slalom.com/us/en”><img src=”https://rashanthompson.com/wp-content/uploads/2024/12/pass2.png” alt=”” width=”200″ height=”62″ /></a></figure>
<h3><a href=”https://slalom.com/us/en”>Customer Service Director</a></h3>
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.
<figure><a tabindex=”-1″ href=”https://slalom.com/us/en”><img src=”https://rashanthompson.com/wp-content/uploads/2024/12/Nor.png” alt=”” width=”225″ height=”225″ /></a></figure>
<h3><a href=”https://slalom.com/us/en”>Vice President of Customer Service</a></h3>
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.
<figure><a tabindex=”-1″ href=”https://slalom.com/us/en”><img src=”https://rashanthompson.com/wp-content/uploads/2024/12/TP.png” alt=”” width=”1418″ height=”477″ /></a></figure>
<h3><a href=”https://slalom.com/us/en”> Director of Operations (Start Up)</a></h3>
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.

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<h2>Leadership and Strategy</h2>
 
<h3>Customer Success</h3>
<h3>Customer Success</h3>
Directed customer success initiatives that elevated satisfaction, improved retention by 30%, and ensured long-term client loyalty.
<h3>Stakeholder Management</h3>
<h3>Stakeholder Management</h3>
Partnered with stakeholders to influence strategic direction, resolve challenges, and align goals across leadership.
<h3>Organizational Goals</h3>
<h3>Organizational Goals</h3>
Championed initiatives that advanced organizational goals, driving innovation and sustainable success.
<h3>Global and Remote Team Management</h3>
<h3>Global and Remote Team Management</h3>
Oversaw distributed global teams, facilitating engagement and cohesion across multiple time zones.
<h3>Contact Center Management</h3>
<h3>Contact Center Management</h3>
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.
<h3>Strategic Leadership</h3>
<h3>Strategic Leadership</h3>
Spearheaded growth-driven strategies that aligned cross-functional teams with key organizational goals to maximize results.
<h3>Team Development</h3>
<h3>Team Development</h3>
Mentored global, diverse teams, fostering innovation, accountability, and a high-performing work culture.
<h3>Customer Experience (CX)</h3>
<h3>Customer Experience (CX)</h3>
Advocated customer-centric solutions to elevate CX, improve FCR, and boost NPS by 40%.
<h3>Operational Excellence</h3>
<h3>Operational Excellence</h3>
Streamlined workflows and optimized OKRs and KPIs to improve operational efficiency and drive consistent, measurable performance.
<h3>Process Improvement</h3>
<h3>Process Improvement</h3>
Designed scalable workflows, modernized operations, and implemented improvements that increased efficiency and scalability.
<h3>Service Delivery</h3>
<h3>Service Delivery</h3>
Delivered consistent, high-quality service aligned with SLAs through optimized systems and strategic leadership.
<h3>Cross-Functional Collaboration</h3>
<h3>Cross Functional Collaboration</h3>
Orchestrated cross-team alignment to ensure seamless execution, strategic outcomes, and client satisfaction.
<h3>KPIs & OKRs</h3>
<h3>KPIs & Metrics</h3>
Assessed performance data to identify gaps, optimize delivery, and achieve measurable business improvements.
<h3>Agile Methodologies</h3>
<h3>Agile Methodologies</h3>
Implemented Agile frameworks to drive on-time, on-budget project delivery with enhanced flexibility and outcomes.

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<h2>Technology and Tools</h2>
 
<h3>Salesforce CRM</h3>
<h3>Salesforce CRM</h3>
Deployed and optimized Salesforce CRM to improve efficiency by 25%, elevate customer insights, and boost engagement.
<h3>Data Analytics Platforms</h3>
<h3>Data Analytics Platforms</h3>
Leveraged analytics to benchmark KPIs, measure trends, and identify actionable insights for performance gains.
<h3>AI Powered Solutions</h3>
<h3>AI Powered Solutions</h3>
Championed AI-powered automation to reduce operational costs, optimize workflows, and enhance customer interactions.
<h3>Cloud Computing</h3>
<h3>Cloud Computing (SaaS, PaaS, AWS, Azur, Google Cloud)</h3>
Engineered scalable SaaS/PaaS solutions to drive operational growth and modernize workflows.
<h3>Telephony Systems</h3>
<h3>Telephony Systems</h3>
Modernized NICE, Genesys, and Cisco platforms to streamline contact center operations and improve FCR by 20%.
<h3>Master Data Management</h3>
<h3>Master Data Management</h3>
Innovated data processes to improve accuracy, governance, and real-time decision-making capabilities.
<h3>Contact Center Automation</h3>
<h3>Contact Center Automation</h3>
Designed automated workflows that reduced handling times, optimized processes, and enhanced service delivery.

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<h2>Client Management and Sales</h2>
 
<h3>Strategic Sales Initiatives</h3>
<h3>Salesforce CRM</h3>
Shaped go-to-market strategies that secured multimillion-dollar contracts with Fortune 500 companies.
<h3>Value Based Selling</h3>
<h3>Value Based Selling</h3>
Designed solutions that aligned client needs with measurable outcomes, improving ROI and customer satisfaction.
<h3>Client Relationsship Management</h3>
<h3>Client Relationship Management</h3>
Cultivated and maintained executive partnerships to drive revenue growth, trust, and retention.
<h3>Client Advocacy</h3>
<h3>Client Advocacy</h3>
Engaged clients to identify challenges, advocate solutions, and build long-term value-driven relationships.
<h3>Account Growth</h3>
<h3>Account Growth</h3>
Grew life sciences client accounts by 300% through strategic engagement and tailored solutions.

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<h2>Innovation and Scalability</h2>
 
<h3>AI Integration</h3>
<h3>AI Integration</h3>
Designed AI-powered solutions to reduce call volume, improve CX, and achieve operational scalability.
<h3>Contact Center Transformation</h3>
<h3>Call Center Transformation</h3>
Led end-to-end transformations that improved service delivery and reduced costs by 20%.
<h3>Digital Solutions</h3>
<h3>Digital Solutions</h3>
Conceptualized and deployed digital tools to modernize operations, drive efficiency, and improve outcomes.
<h3>Process Optimization</h3>
<h3>Process Optimization</h3>
Innovated workflows to reduce complexity, enhance performance, and deliver sustainable results.
<h3>Scalability</h3>
<h3>Scalability</h3>
Engineered scalable systems and solutions to achieve growth, efficiency, and competitive market positioning.

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<h2>Performance and Outcomes</h2>
 
<h3>Customer Retention</h3>
<h3>Customer Retention</h3>
Realized a 30% improvement in retention by implementing data-driven strategies and enhancing CX solutions.
<h3>First Call Resolution</h3>
<h3>First Call Resolution</h3>
Improved FCR by 20% through AI integration and streamlined contact center workflows.
<h3>Net Promotor Scores</h3>
<h3>Net Promotor Scores</h3>
Elevated NPS by 40% by analyzing feedback and optimizing processes to exceed client expectations.
<h3>Service Level Agreements (SLAs)</h3>
<h3>Service Level Agreements</h3>
Exceeded SLAs through continuous process optimization, delivering exceptional service outcomes.
<h3>Customer Satisfaction Scores</h3>
<h3>Customer Satisfaction Scores</h3>
Enhanced CSAT with self-service automation, optimized workflows, and customer-first strategies.
<h3>Churn Reduction</h3>
<h3>Churn Reduction</h3>
Reduced churn by 25% with tailored customer strategies, proactive engagement, and process improvements.
<h3>Revenue Growth</h3>
<h3>Revenue Growth</h3>
Achieved 35% revenue growth through innovative RevOps strategies, AI tools, and process optimization.
<h3>Operational Efficiency</h3>
<h3>Operational Efficiency</h3>
Streamlined operations to deliver a 15% improvement in efficiency while reducing costs and delays.

</details>
<h2>Empowering the Next Generation of STEM Leaders</h2>
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.

</details>
<h3>Customer Success</h3>
<h3>Customer Success</h3>
Directed customer success initiatives that elevated satisfaction, improved retention by 30%, and ensured long-term client loyalty.
<h3>Stakeholder Management</h3>
<h3>Stakeholder Management</h3>
Partnered with stakeholders to influence strategic direction, resolve challenges, and align goals across leadership.
<h3>Organizational Goals</h3>
<h3>Organizational Goals</h3>
Championed initiatives that advanced organizational goals, driving innovation and sustainable success.
<h3>Global and Remote Team Management</h3>
<h3>Global and Remote Team Management</h3>
Oversaw distributed global teams, facilitating engagement and cohesion across multiple time zones.
<h3>Contact Center Management</h3>
<h3>Contact Center Management</h3>
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.
<h3>Strategic Leadership</h3>
<h3>Strategic Leadership</h3>
Spearheaded growth-driven strategies that aligned cross-functional teams with key organizational goals to maximize results.
<h3>Team Development</h3>
<h3>Team Development</h3>
Mentored global, diverse teams, fostering innovation, accountability, and a high-performing work culture.
<h3>Customer Experience (CX)</h3>
<h3>Customer Experience (CX)</h3>
Advocated customer-centric solutions to elevate CX, improve FCR, and boost NPS by 40%.
<h3>Operational Excellence</h3>
<h3>Operational Excellence</h3>
Streamlined workflows and optimized OKRs and KPIs to improve operational efficiency and drive consistent, measurable performance.
<h3>Process Improvement</h3>
<h3>Process Improvement</h3>
Designed scalable workflows, modernized operations, and implemented improvements that increased efficiency and scalability.
<h3>Service Delivery</h3>
<h3>Service Delivery</h3>
Delivered consistent, high-quality service aligned with SLAs through optimized systems and strategic leadership.
<h3>Cross-Functional Collaboration</h3>
<h3>Cross Functional Collaboration</h3>
Orchestrated cross-team alignment to ensure seamless execution, strategic outcomes, and client satisfaction.
<h3>KPIs & OKRs</h3>
<h3>KPIs & Metrics</h3>
Assessed performance data to identify gaps, optimize delivery, and achieve measurable business improvements.
<h3>Agile Methodologies</h3>
<h3>Agile Methodologies</h3>
Implemented Agile frameworks to drive on-time, on-budget project delivery with enhanced flexibility and outcomes.
<h3>Salesforce CRM</h3>
<h3>Salesforce CRM</h3>
Deployed and optimized Salesforce CRM to improve efficiency by 25%, elevate customer insights, and boost engagement.
<h3>Data Analytics Platforms</h3>
<h3>Data Analytics Platforms</h3>
Leveraged analytics to benchmark KPIs, measure trends, and identify actionable insights for performance gains.
<h3>AI Powered Solutions</h3>
<h3>AI Powered Solutions</h3>
Championed AI-powered automation to reduce operational costs, optimize workflows, and enhance customer interactions.
<h3>Cloud Computing</h3>
<h3>Cloud Computing (SaaS, PaaS, AWS, Azur, Google Cloud)</h3>
Engineered scalable SaaS/PaaS solutions to drive operational growth and modernize workflows.
<h3>Telephony Systems</h3>
<h3>Telephony Systems</h3>
Modernized NICE, Genesys, and Cisco platforms to streamline contact center operations and improve FCR by 20%.
<h3>Master Data Management</h3>
<h3>Master Data Management</h3>
Innovated data processes to improve accuracy, governance, and real-time decision-making capabilities.
<h3>Contact Center Automation</h3>
<h3>Contact Center Automation</h3>
Designed automated workflows that reduced handling times, optimized processes, and enhanced service delivery.
<h3>Strategic Sales Initiatives</h3>
<h3>Salesforce CRM</h3>
Shaped go-to-market strategies that secured multimillion-dollar contracts with Fortune 500 companies.
<h3>Value Based Selling</h3>
<h3>Value Based Selling</h3>
Designed solutions that aligned client needs with measurable outcomes, improving ROI and customer satisfaction.
<h3>Client Relationsship Management</h3>
<h3>Client Relationship Management</h3>
Cultivated and maintained executive partnerships to drive revenue growth, trust, and retention.
<h3>Client Advocacy</h3>
<h3>Client Advocacy</h3>
Engaged clients to identify challenges, advocate solutions, and build long-term value-driven relationships.
<h3>Account Growth</h3>
<h3>Account Growth</h3>
Grew life sciences client accounts by 300% through strategic engagement and tailored solutions.
<h3>AI Integration</h3>
<h3>AI Integration</h3>
Designed AI-powered solutions to reduce call volume, improve CX, and achieve operational scalability.
<h3>Contact Center Transformation</h3>
<h3>Call Center Transformation</h3>
Led end-to-end transformations that improved service delivery and reduced costs by 20%.
<h3>Digital Solutions</h3>
<h3>Digital Solutions</h3>
Conceptualized and deployed digital tools to modernize operations, drive efficiency, and improve outcomes.
<h3>Process Optimization</h3>
<h3>Process Optimization</h3>
Innovated workflows to reduce complexity, enhance performance, and deliver sustainable results.
<h3>Scalability</h3>
<h3>Scalability</h3>
Engineered scalable systems and solutions to achieve growth, efficiency, and competitive market positioning.
<h3>Customer Retention</h3>
<h3>Customer Retention</h3>
Realized a 30% improvement in retention by implementing data-driven strategies and enhancing CX solutions.
<h3>First Call Resolution</h3>
<h3>First Call Resolution</h3>
Improved FCR by 20% through AI integration and streamlined contact center workflows.
<h3>Net Promotor Scores</h3>
<h3>Net Promotor Scores</h3>
Elevated NPS by 40% by analyzing feedback and optimizing processes to exceed client expectations.
<h3>Service Level Agreements (SLAs)</h3>
<h3>Service Level Agreements</h3>
Exceeded SLAs through continuous process optimization, delivering exceptional service outcomes.
<h3>Customer Satisfaction Scores</h3>
<h3>Customer Satisfaction Scores</h3>
Enhanced CSAT with self-service automation, optimized workflows, and customer-first strategies.
<h3>Churn Reduction</h3>
<h3>Churn Reduction</h3>
Reduced churn by 25% with tailored customer strategies, proactive engagement, and process improvements.
<h3>Revenue Growth</h3>
<h3>Revenue Growth</h3>
Achieved 35% revenue growth through innovative RevOps strategies, AI tools, and process optimization.
<h3>Operational Efficiency</h3>
<h3>Operational Efficiency</h3>
Streamlined operations to deliver a 15% improvement in efficiency while reducing costs and delays.
<h2>Empowering the Next Generation of STEM Leaders</h2>
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.
<h2>Rashan’s Case Studies</h2>
<h3>Case Study 1: Transforming Life Sciences Contact Centers</h3>
Client: Life Sciences
Spearheaded a digital transformation for a global life sciences company, redesigning contact center operations and enhancing customer experience with advanced AI-powered solutions.
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<h3>Case Study 2: RevOps Integration Boosts Startup Revenue</h3>
Client: Startup
Optimized revenue operations for a Startup provider, implementing CRM systems and driving a 35% revenue increase through strategic account management.
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<h3>Case Study 3: Scaled a Life Sciences Client’s Revenue by 2x</h3>
Client: Life Sciences
Learn how Rashan drove a $3.5M revenue increase, 2x client growth, and global expansion through innovative technology integration and strategic collaboration with C-suite leaders.
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<h3>Case Study 4: Revolutionizing Patient Services with Salesforce Health Cloud and AI Chatbots</h3>
Client: Business Process Outsourcer (BPO)
Improved customer satisfaction and retention for a Fortune 500 insurer by integrating AI-driven chatbots and refining KPIs, boosting NPS by 40%.
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<h3>Case Study 5: Patient and Provider Portal Success</h3>
Client: Global Oncology Client
Learn how a digital oncology patient portal transformed patient care, reducing onboarding delays and enhancing engagement by 45%.
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<h3>Case Study 6: Optimizing Pharma Contact Center Efficiency</h3>
Client: Pharmaceuticals
Designed and implemented a patient portal for an oncology company, reducing treatment onboarding time by 60% and improving engagement with healthcare providers.
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<h3>Case Study 7: How CRM Transformed a SaaS Platform’s Sales & Support</h3>
Client: SaaS Provider
A global SaaS platform scaled operations & improved CX with CRM & a contact center overhaul.
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<h3>Case Study 8: Enhancing Customer Experience with Contact Center Optimization</h3>
Client: Financial Services
Learn how KPI realignment and automation improved customer journey efficiency, reducing wait times & boosting customer satisfaction scores.
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<h1>Industry Experiences</h1>
<h3>Pharma-Life Sciences</h3>
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.
<h3>Technology</h3>
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.
<h3>Financial Services</h3>
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.
<h3>Consulting</h3>
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.

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<h3>BPO</h3>
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.
<h3>Software</h3>
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.
<h3>Startups</h3>
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.
<h3>Entrepreneurship</h3>
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.
<h1>What my Clients and Colleagues Say</h1>
<img src=”https://rashanthompson.com/wp-content/uploads/2024/12/Rashan-Thompson-Team3-300×225.png” sizes=”(max-width: 300px) 100vw, 300px” srcset=”https://rashanthompson.com/wp-content/uploads/2024/12/Rashan-Thompson-Team3-300×225.png 300w, https://rashanthompson.com/wp-content/uploads/2024/12/Rashan-Thompson-Team3-1024×768.png 1024w, https://rashanthompson.com/wp-content/uploads/2024/12/Rashan-Thompson-Team3-768×576.png 768w, https://rashanthompson.com/wp-content/uploads/2024/12/Rashan-Thompson-Team3-1536×1152.png 1536w, https://rashanthompson.com/wp-content/uploads/2024/12/Rashan-Thompson-Team3-2048×1536.png 2048w, https://rashanthompson.com/wp-content/uploads/2024/12/Rashan-Thompson-Team3-308×230.png 308w” alt=”” width=”300″ height=”225″ />
<h2>Rashan Thompson</h2>
<h3>Digital Transformation and Operations Leader</h3>
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As the sales leader for Conduent’s Pharmaceutical Sales division, I often worked with Rashan when responding to RFPs and preparing deal decks. As the head of our IT team, Rashan’s responsibility was to articulate our technical capabilities and answer technical questions. Our primary platforms were Salesforce, NICE inContact phone system, and several other SaaS products. Rashan’s deep technical knowledge of these products and business accruement was invaluable to us winning several pivotal deals. One of our most significant deals, worth over $75 million, was won largely because of Rashan’s ability to connect with the client and make complex technologies simple and easy for them to understand. Rashan’s expert-level Salesforce experience, along with extensive business experience, is invaluable.
<cite>Richard JordonChief Commercial Officer</cite>
Rashan was one of our earliest hires at DealOn, and while he was officially “Director of Operations” he did that coupled with a little bit of everything during the early days. Always willing to say yes to find a way to get things done, I appreciated his hustle in the business, a strong willingness to work hard, and a focus on always doing the right thing.
<cite>“Raz” (Rich) RazgaitisCEO</cite>
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.
<cite>Rajesh Saini Associate Director |Senior Salesforce Architect |Certified Architect|Integration Architect</cite>
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.
<img src=”https://rashanthompson.com/wp-content/plugins/elementor/assets/images/placeholder.png” alt=”Temeko Richardson” />
<cite>Temeko RichardsonSenior Management Consultant | Strategist | Tech & Real Estate</cite>
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.
<img src=”https://rashanthompson.com/wp-content/plugins/elementor/assets/images/placeholder.png” alt=”Gwen Tanner” />
<cite>Gwen TannerDirector of Learning Strategies </cite>

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