About Rashan

My name is Rashan Thompson

For over two decades, I’ve dedicated my career to helping organizations transform challenges into opportunities. I specialize in Customer Success, Strategic Leadership, and leveraging cutting-edge technology solutions to deliver results that matter. From improving operational efficiency to driving revenue growth, I’ve built a reputation for aligning strategy with execution and empowering businesses to achieve their most ambitious goals.

My professional journey has taken me across industries, including Pharma-Life Sciences, Technology, Financial Services, BPO Solutions, and Startups. As a leader, I’ve directed large-scale contact center transformations, managed global teams of up to 1,500 members, and implemented solutions that improved Net Promoter Scores (NPS) by 40% and reduced First Contact Resolution (FCR) times by 20%. Whether deploying Salesforce CRM to streamline processes or integrating AI-powered solutions to optimize customer service, I’m passionate about delivering measurable outcomes.

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Technology Experience

Salesforce CRM

Implemented Salesforce CRM to optimize workflows, improve client retention, and drive operational efficiency, reducing sales cycles by 45% for mid-size tech clients.

Generative AI and Automation

Integrated AI-powered chatbots and automation to reduce call volume by 25% and enhance customer satisfaction, achieving a 97/100 CSAT rating.

Genesys Contact Center

Modernized Genesys systems to streamline contact center operations, improve FCR by 20%, and align with critical SLA requirements.

NICE inContact

Enhanced contact center performance by integrating NICE inContact solutions to improve response times and elevate NPS scores by 40%.

Microsoft Dynamics CRM

Deployed Microsoft Dynamics CRM to support scalable business solutions and improve data-driven decision-making across organizations.

JIRA

Optimized project tracking and team alignment using JIRA, ensuring on-time delivery and transparent communication across distributed teams.

Tableau

Leveraged Tableau for advanced data analytics and visualization, driving actionable insights that improved KPI tracking and strategic outcomes.

Google Cloud Platform

Deployed scalable cloud solutions on Google Cloud Platform, supporting innovation, secure storage, and operational scalability.

Microsoft Azure

Engineered cloud computing strategies using Microsoft Azure to improve system reliability and achieve business continuity.

Zoho CRM

Streamlined customer engagement processes with Zoho CRM, enhancing CX and delivering measurable operational efficiencies.

Apptus

Deployed Apptus solutions for streamlined contract lifecycle management and improved sales efficiency.

SmartSheets

Implemented SmartSheets to enhance project collaboration, improve tracking, and drive cross-functional team success.

Get to know me personally

Beyond the boardroom, I’m committed to building a lasting impact. I partner with schools and parents to help underexposed children explore STEM careers, introducing roles like project management, business analysis, and client management—careers that don’t require coding but leverage leadership and problem-solving skills. It’s my way of fostering innovation and empowering the next generation.

I’m also a faithful member of Renaissance Church in Harlem, NYC, where my faith grounds me and drives my purpose. At home in West Orange, New Jersey, I share my life with my wife, Dara Olds, a dedicated Assistant United States Attorney and Deputy Chief in the Civil Division of the Eastern District of New York. Together, we believe in the power of service, leadership, and community.

Soft Skills

Emotional Intelligence (EQ)

I pride myself on recognizing and managing emotions effectively, which allows me to approach challenges with empathy and understanding. By building trust and fostering strong relationships, I’ve consistently enhanced Customer Experience (CX) and strengthened stakeholder collaboration.

Decision-Making and Problem-Solving

I rely on both data-driven insights and intuitive reasoning to address complex challenges. By balancing risks and rewards, I’ve achieved outcomes like improving First Contact Resolution (FCR) by 20% and enhancing operational efficiency.

Accountability and Integrity

I lead by example, making ethical decisions and taking ownership of successes and failures. By promoting transparency and accountability, I’ve earned the trust of clients and teams while delivering consistent operational excellence.

Adaptability

I thrive in dynamic environments, embracing change and pivoting strategies when needed. By championing AI-powered solutions and cloud computing, I’ve driven innovation and delivered transformative results, even in rapidly evolving markets.

Resilience and Stress Management

Staying composed during high-pressure situations is one of my strengths. I approach challenges with a solutions-oriented mindset, ensuring that teams remain focused and motivated, even during the most demanding times.

Influence and Persuasion

I excel at communicating complex ideas with clarity and purpose. By building trust with C-suite stakeholders and team members, I’ve successfully advocated for strategic initiatives and negotiated outcomes that add value and drive business results.

Strategic Thinking

I anticipate trends, evaluate risks, and design strategies that align with KPIs and organizational goals. Balancing short-term operational needs with long-term vision has allowed me to deliver sustainable growth and measurable success for my clients.

Collaboration and Team Building

I believe in empowering teams to perform at their best. By fostering inclusion, mentoring, and encouraging cross-functional collaboration, I’ve led global teams of up to 1,500 members to deliver exceptional service delivery outcomes.

Effective Communication

Clear and effective communication is central to my leadership style. I simplify technical concepts to ensure alignment across diverse teams and stakeholders. Listening actively and engaging others has consistently driven clarity and actionable results.

Cultural Competency

Leading multicultural, global teams has taught me the importance of inclusivity and equity. I value diverse perspectives and work to create environments where all voices are heard, aligning team efforts with client relationship management and organizational values.

Vision and Inspiration

Influence and Persuasion

I strive to articulate a compelling vision that inspires and motivates my teams. Aligning individual contributions with broader business goals has been a key driver in delivering scalable and innovative outcomes.

Innovation and Creativity

I encourage experimentation and challenge the status quo to unlock growth opportunities. By integrating AI-powered solutions and self-service channels, I’ve revolutionized customer engagement and optimized operational efficiency.

A Unique Blend of Experience

What sets me apart is the depth and diversity of my professional experience—a rare combination of operational leadership, strategic management, and hands-on consulting expertise. Having worked on the frontlines of operations, led large-scale teams, and advised organizations at the highest levels, I bring a holistic perspective to every challenge.

In my career, I’ve managed contact centers with up to 1,500 team members, optimized workflows, and implemented technologies like Salesforce CRM, AI-powered solutions, and telephony systems. This hands-on experience has shaped my understanding of day-to-day operational needs, from achieving KPIs like First Contact Resolution (FCR) and Net Promoter Scores (NPS) to delivering on critical Service Level Agreements (SLAs).

As a consultant, I’ve partnered with executives to drive business transformations, aligning strategy with organizational goals. I can deliver tailored solutions that generate actual, measurable outcomes by marrying deep technical expertise with a clear understanding of customer success and operational excellence.

This unique blend of hands-on operational experience and consulting acumen allows me to appreciate my clients’ challenges at every level. I’ve been where they are—balancing growth goals, operational efficiencies, and customer satisfaction. I understand the importance of aligning leadership with execution and creating scalable, innovative solutions that address today’s needs and pave the way for future success.

Hello

If you have any project in mind?

DM now! rashan@rashanthompson.com

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