Rashad Jehaludi
Port St Lucie,FL
Summary
With 15 years of progressive leadership experience in transforming customer service operations, optimizing service delivery models, and driving world-class customer experiences, the candidate is a visionary and results-driven Senior Manager of Customer Support. Their expertise lies in developing high-impact support strategies that enhance customer satisfaction, loyalty, and retention. They have a proven ability to lead large-scale teams, improve process efficiencies, and implement service improvements that align with business objectives. As a strategic thinker, they deeply understand the importance of aligning customer success efforts with operational goals to maximize growth, revenue, and service excellence.
Overview
14
14
years of professional experience
Work History
Senior Client Solutions Manager
TEKsystems (Formerly Aston Carter)
01.2024 - Current
- Company Overview: Allegis Group
- Transformed national customer support operations, leading a team of 400+ employees while fostering a culture of innovation and excellence
- Developed and executed customer success strategies that increased customer satisfaction scores by 25% year-over-year and reduced churn by 18%
- Implemented a proactive customer retention framework, boosting customer loyalty and lifetime value through personalized engagement strategies
- Optimized KPIs and service benchmarks, driving a 22% improvement in resolution efficiency and first-contact resolution rates
- Collaborated with executive leadership to align customer support with revenue growth objectives, resulting in a 15% increase in customer retention
- Led crisis and escalation management initiatives, developing frameworks that minimized service disruptions and improved resolution timelines by 35%
- Supported a startup healthcare company by providing customer support for members on their platform, ensuring a seamless user experience and operational efficiency
- Implemented innovative approaches to problem-solving by leveraging data analytics tools that provided actionable insights into optimizing client outcomes.
- Identified, contacted and cultivated relationships with potential clients, bringing in $3-5 Million in new business annually.
- Worked with client leadership to develop solutions specifically targeting client business and marketing goals.
- Oversaw client accounts and all services provided to customers.
- Mentored junior staff members on best practices in client relations, project management, and industry knowledge sharing to foster professional growth within the team.
Senior Client Solutions Manager
TEKsystems (Formerly Aston Carter)
12.2020 - 01.2024
- Company Overview: Allegis Group
- Allegis Group
- Merged with other Op Co listed above
Senior Client Manager
Aerotek
09.2019 - 12.2020
- Company Overview: Allegis Group
- Designed and led customer engagement strategies, driving a 30% increase in customer retention across multiple state regions
- Developed a best-in-class escalation management framework, reducing high-priority service issues by 40% and improving response efficiency
- Optimized digital support channels, leading to a 20% improvement in customer response time and a 25% increase in self-service adoption
- Implemented customer-focused training programs that improved first-call resolution rates by 35%, enhancing overall service quality
- Worked cross-functionally with sales and product teams to enhance service workflows, aligning support initiatives with customer expectations
- Allegis Group
- Negotiated contract renewals with a focus on retaining profitable business while maintaining healthy margins.
- Improved operational efficiency by streamlining processes for better client servicing and reporting accuracy.
Area Operations Manager – Managed Services
Ricoh USA
05.2012 - 09.2019
- Led multi-site managed services operations across diverse industries, including healthcare, finance, legal, and education, ensuring compliance with service-level agreements (SLAs) and quality benchmarks.
- Managed a team of 60+ employees across 14 client locations, overseeing staffing, training, and performance optimization to enhance customer satisfaction.
Oversaw $4M–$6M in annual revenue, implementing cost-saving strategies that improved profitability and operational efficiency.
Developed and executed process improvement initiatives, increasing productivity and reducing service disruptions by 20%. - Acted as a primary liaison between clients and internal teams, ensuring seamless communication and delivery of tailored managed services solutions.
- Conducted performance audits and operational assessments, identifying gaps and implementing corrective actions to maintain high service standards.
- Led contract negotiations and renewals, strengthening client relationships and securing long-term partnerships.
- Spearheaded technology-driven workflow enhancements, optimizing document management and business process automation solutions.
Records Manager
Elizabeth Wellborn PA
06.2011 - 05.2012
- Managed and maintained legal records, case files, and sensitive foreclosure documentation, ensuring compliance with state and federal regulations.
- Oversaw document retention policies and records management systems, streamlining processes for improved efficiency and accuracy.
- Coordinated with attorneys, paralegals, and compliance teams to ensure proper handling and secure storage of legal documents.
- Developed and implemented document retrieval systems, reducing file processing time by 25%.
- Led a team of records clerks, providing training on best practices in records management and legal compliance.
- Ensured timely and accurate processing of foreclosure-related documents, supporting litigation and client needs.
- Conducted audits of records management procedures, ensuring adherence to company policies and legal requirements.
- Maintained strict compliance with federal, state, and industry-specific record retention requirements through thorough monitoring and reporting processes.
Education
Bachelor of Science - Supervision & Management
Broward College
Fort Lauderdale, FL07-2026
Associate Degree - Political Science & Accounting
Broward College
Fort Lauderdale, FL12.2015
High School -
Miramar High School
Miramar, FL06.2010
Skills
- Customer Experience & Retention Strategy
- Enterprise Customer Support Leadership
- KPI-Driven Performance & Success Metrics
- Escalation & Crisis Management
- Process Optimization & Service Delivery
- Operational Cost Reduction Strategies
- Stakeholder & Vendor Relationship Management
- Team Leadership & Executive Coaching
- Customer-Centric Strategy Development
- Strategic Planning & Execution
- Collaborative mindset
- Growth strategies
- Performance analysis
- Software implementation
Timeline
Senior Client Solutions Manager
TEKsystems (Formerly Aston Carter)
01.2024 - Current
Senior Client Solutions Manager
TEKsystems (Formerly Aston Carter)
12.2020 - 01.2024
Senior Client Manager
Aerotek
09.2019 - 12.2020
Area Operations Manager – Managed Services
Ricoh USA
05.2012 - 09.2019
Records Manager
Elizabeth Wellborn PA
06.2011 - 05.2012
Associate Degree - Political Science & Accounting
Broward College
Bachelor of Science - Supervision & Management
Broward College
High School -
Miramar High School
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