Binu Surendran

About Binu Surendran

Accomplished business and product leader with 19+ years of experience driving large-scale…

Experience

1. Head of Support

   Medvarsity

   Present

   Provided visionary leadership in transforming customer experience and service delivery across multi-channel platforms—email, app, social media, and online reviews—ensuring SLA compliance and end-to-end resolution accountability. Spearheaded development and deployment of support systems, including NLP-driven chatbots via Google Dialogflow, Zoho Zia, significantly reducing response times and increasing customer engagement rates. Directed collaboration between product, engineering, and QA teams to identify and resolve systemic process gaps, enhancing operational resilience and service quality. Architected and launched a WordPress-based LMS platform, integrating gamification and personalized learning pathways, achieving a 50%+ course completion rate across program levels (Level A – 29%, Level B – 45%, Level C – 57%). Held P&L responsibility for student support operations, managing a monthly revenue portfolio exceeding ₹15 Lakh/Month, and aligning marketing, sales, and service teams under unified growth strategies delivering measurable ROI. Led customer win-back and lifecycle marketing campaigns, generating significant revenue from re-engaged user cohorts and improving overall customer lifetime value. Designed and implemented dynamic student engagement initiatives using automated drip campaigns via Mailchimp and Zoho Campaigns, driving higher learner reactivation and retention KPIs. Established a centralized Knowledge Management System (KMS), streamlining access to FAQs and resolution guides, accelerating team onboarding and improving response accuracy. Built executive dashboards and operational scorecards, delivering actionable insights to drive continuous improvement and strategic decision-making. Championed the integration of real-time Voice of Customer (VOC) feedback into product roadmaps, directly informing platform enhancements and customer experience improvements. Orchestrated reputation management strategies that secured and sustained a 4.

Education

• IIBM DELHI

  Master of Business Administration (MBA), Risk Management and international business Management

  2012 — 2013

• NAVODAYA HIGH SCHOOL Board Of Secondary Education, Hyderabad

  SSC

• Siddhartha Bank Limited

  CEC (Commerce, Economics)

  1999 — 2001

• iiBM

  Master of Business Administration, Risk Management

  2013

• SIDDHARTHA JUNIOR COLLEGE Board of Intermediate, Hyderabad

  CEC

  1999 — 2001

• Navodaya

  High School Diploma

  1999

• MNR DEGREE COLLEGE

  B COM, Commerce

  2001 — 2004

• MNR Degree College

  B.Com in Commerce, Business/Commerce, General

  2001 — 2004

Skills

• Bpo
• Telecommunications
• Csd
• Outsourcing
• Team Management
• Transition Management
• Process Management
• Vendor Management
• Retention Management
• Business Process Outsourcing (Bpo)
• Service Delivery
• Mis
• Employee Engagement
• Ecommerce
• Contact Centers
• E-Commerce
• Management
• Channel Partners
• Inbound Marketing