Rashad Jehaludi
Port St Lucie
Summary
Senior customer operations leader with 16 years of progressive experience transforming support organizations, optimizing service delivery, and improving customer experience. Proven ability to lead large teams, drive operational efficiency, and implement customer success strategies that increase satisfaction, retention, and revenue growth. Skilled in aligning service execution with business objectives, managing multi-site operations, and building high-performing teams across complex environments.
Overview
15
15
years of professional experience
Work History
Sr. Delivery Manager
TEKsystems
Remote
09.2019 - 06.2026
- Led a 400+ person national support organization, overseeing recruiting, onboarding, training, and performance management to drive operational excellence and enterprise-scale service delivery.
- Directed multiple client accounts across diverse verticals, partnering with executive stakeholders to deliver tailored solutions aligned with business, marketing, and growth objectives.
- Built and scaled customer success, retention, and escalation frameworks that improved satisfaction, reduced churn, and increased resolution efficiency.
- Generated $5M+ in annual new business revenue through strategic prospecting, executive relationship management, and account expansion.
- Partnered with sales and solutions architects to define KPIs and SLAs, align client expectations with delivery standards, and support revenue growth across strategic accounts.
- Mentored and developed team members to elevate client service, strengthen operational discipline, and build leadership capability across the organization.
Area Operations Manager
Ricoh USA
Sunrise, FL
05.2012 - 09.2019
- Directed multi-site managed services operations across healthcare, finance, legal, and education, driving SLA compliance, service quality, and operational excellence.
- Led 60+ employees across 14 client locations, managing workforce planning, training, and performance optimization to elevate customer experience.
- Oversaw $4M–$6M in annual revenue while implementing cost controls and efficiency initiatives that improved profitability.
- Championed process improvement efforts that increased productivity and reduced service disruptions by 20%.
- Acted as a key client executive liaison, aligning internal teams and stakeholders to deliver customized managed services solutions.
- Performed operational reviews and performance audits, identifying risks and executing corrective actions to maintain high service standards.
- Negotiated contracts and renewals to strengthen client relationships and secure long-term partnerships.
- Drove technology-enabled workflow enhancements that improved document management and business process automation.
Records Manager
Elizabeth Wellborn PA
Deerfield Beach, FL
06.2011 - 05.2012
- Directed legal records and foreclosure document operations, ensuring compliance with state, federal, and industry retention requirements.
- Managed records retention policies and document control systems to improve accuracy, efficiency, and regulatory compliance.
- Collaborated with attorneys, paralegals, and compliance teams to safeguard sensitive documents and support litigation workflows.
- Implemented retrieval and processing improvements that reduced file turnaround time by 25%.
- Supervised and trained records clerks to strengthen compliance, consistency, and operational performance.
- Conducted audits and reporting reviews to ensure policy adherence and minimize risk.
Education
Bachelor of Science - Supervision And Management
Broward College
Fort Lauderdale, FL12-2027
Associate of Science - Accounting
Broward College
Fort Lauderdale, FL12-2015
Associate of Science - Political Science
Broward College
Fort Lauderdale, FL12-2015
High School Diploma -
Miramar High School
Miramar, FL06-2010
Skills
Customer Support Leadership
Client Solutions Management
Multi-Site Operations
Recruiting & Onboarding
Training & Performance Management
Revenue Growth
Account Management
KPI & SLA Management
Process Improvement
Escalation Management
Cross-Functional Collaboration
Contract Renewals
Team Development
Operational Excellence
Timeline
Sr. Delivery Manager
TEKsystems
09.2019 - 06.2026
Area Operations Manager
Ricoh USA
05.2012 - 09.2019
Records Manager
Elizabeth Wellborn PA
06.2011 - 05.2012
Bachelor of Science - Supervision And Management
Broward College
Associate of Science - Accounting
Broward College
Associate of Science - Political Science
Broward College
High School Diploma -
Miramar High School