Summary
Overview
Work History
Education
Skills
Certification
Trailblazer
Interests
Timeline
Generic

Abhilash Surendran

Dubai

Summary

Passionate about optimizing customer experience with technology-enabled support tooling, seasoned and innovative strategic leader with 19 years of experience in building high-performing customer-centric teams and tools in various verticals and domains. Successfully implemented, transitioned, and transformed CX programs and digital strategies in APAC, EMEA, US, and India. Diverse background of living and working in India, Singapore, US, Philippines, Malaysia, and Oman, with a strong network of vendors and industry professionals globally. Certified PMP, SAFe5 Product Owner, and Six Sigma blackbelt, bringing the best elements of project, product, and quality management to managing customer expectations, driving complex projects, setting up a PMO-driven culture, and enhancing P&L efficiencies. Expertise lies in delivering state-of-the-art omnichannel support experience and data visualizations through strong investment in technology. Certified Salesforce Service Cloud consultant, AWS Cloud practitioner, and Talkdesk Administrator, successfully managing multiple CPAAS/CCAAS/RPA/AI implementation and migration projects. Lifelong learner constantly adding skills to improve organization's effectiveness. Calm demeanor and positive attitude are assets in boardroom meetings.

Overview

22
22
years of professional experience
7
7
years of post-secondary education
10
10
Certifications
5
5
Languages

Work History

Head of Advertiser Support Tooloing

Meta
12.2022 - 04.2025
  • Maximized ad performance by conducting thorough market research and competitor analysis.
  • Drove client revenue growth with targeted advertising campaigns that successfully differentiated their products and services from the competition.
  • Developed compelling copy and visual content for a diverse range of print, digital, and social media platforms.
  • Improved click-through rates with attention-grabbing headlines and engaging visuals that resonated with target audiences.
  • Established strong relationships with media vendors, securing favorable rates and placements for clients'' advertisements.
  • Mentored junior team members in the art of persuasive writing, elevating the quality of ad copy across all accounts.
  • Streamlined advertising processes, resulting in improved efficiency and cost savings for clients.
  • Retained high-value clients by consistently delivering innovative advertising solutions aligned with their strategic objectives.
  • Optimized campaign performance through continuous monitoring, analysis, and adjustment of key metrics.
  • Expanded agency capabilities through diligent exploration of emerging tools, channels, and technologies relevant to modern advertisers.
  • Enhanced client satisfaction with creative and effective advertising solutions tailored to their specific needs.
  • Delivered measurable results by utilizing data-driven insights to optimize ad placement and targeting strategies.
  • Attracted new business through creative pitches that showcased unique ideas backed by solid analytical insights.
  • Leveraged social media platforms to extend the reach of campaigns, fostering greater engagement among potential customers.
  • Increased brand awareness by developing and executing targeted advertising campaigns.
  • Elevated overall campaign effectiveness through ongoing collaboration with graphic designers, copywriters, and account managers.

Program Leader - Global Service Design

Uber Technologies Inc
06.2021 - 12.2022
  • I manage Uber’s Agent platform (A global suite containing both in-house and external tools) which is used by ~30K Community Operations team - both captive and outsourced - across all verticals of Uber, along with our agent-facing automation systems.
  • Develop tech strategy, prioritization framework and annual/3YP roadmap for Agent Operations and Automations by working closely with all the 4 mega-regions and global functions, and translating their operational asks into technical requirements for the engineering teams.
  • During my tenure, I have added multiple features to the support capabilities at Uber, including: 1) Predictive escalations using text analytics, 2) Sticky routing to ensure continuity of interaction, 3) ML-enabled ticket assistants to reduce AHT, 4) Live Translate to reduce CPC, 5) Integrated support with Whatsapp, Jira and Slack, 6) Real-time visualizations for all queue-handling data. Combined, these features helped to reduce Avg Reopens, increase non-automated CSAT and reduce CPC.
  • Monitor, assess and present the impact of tech rollouts using A/B tests, success metrics and dashboards. Manage the execution and communication of the various programs in the Agent Experience space, across all organizational levels.
  • POC for all CRM/CCAAS software vendor contracts on the support side. Some of my vendors include Salesforce, Zendesk, Genesys, Sprinklr, NICE, Asana, Smartsheets etc.
  • Improved program efficiency by streamlining processes and implementing best practices.
  • Established strong relationships with stakeholders, fostering collaboration and support for program initiatives.
  • Facilitated workshops on leadership development, elevating managerial skills across organization.
  • Streamlined communication between departments with introduction of centralized digital platform, fostering better collaboration.

Director of Project Management (APAC)

John Paul (Accor Group)
11.2019 - 01.2021
  • CX head for all the APAC engagements, I set up the digital concierge apps and processes for the largest financial services corporation in the world.
  • Ensured consistency in project/operational processes and policies, systems utilization, digital offerings and customer experience framework, across project and product teams located in Singapore, Paris, Shanghai, Hongkong, Sydney and Tokyo.
  • Developed an integrated customer experience system for whitelabel support, completely on the cloud and with deep Integrations between Mobile app and CRM (Salesforce Community platform), CPAAS (Twilio), CCAAS (TalkDesk/Fuze), Data Visualization (Snowflake/Birst), SCM (NICE) and Quality Analytics (Observe.AI)
  • Implemented Work-from-home for the entire APAC team in less than 2 weeks, in the light of the Covid-19 pandemic, while staying 100% PCI Compliant.

Director – Participant Experience (South Asia)

BI Worldwide
05.2019 - 11.2019
  • Responsible for the overall Participant experience for users of the employee/channel loyalty programs in South Asia. This included overseeing the rewards catalog design/maintenance, client engagement to find key requirements, and creating a road-map for the digital app, fulfilment and the contact center strategy.
  • Managed a 50-member support team across 3 different sites – both captive and outsourced – handling b2b and b2c order management.
  • Developed SLAs, MIS dashboards, and vendor/client management frameworks to track the adoption of loyalty programs, along with rolling out RPA bots to increase efficiency and reduce FTE requirements.
  • Implemented Kaleyra for the India operations, and enabled omni-channel email routing, live chat support and SMS/Watsapp integrations on salesforce.

AVP – CRM and Customer Experience

Singapore Post Pvt Ltd
09.2012 - 11.2017
  • Designed, implemented and managed the Customer Experience framework for the SingPost Ecommerce business, providing E-Fulfillment services for leading fashion/luxury clients in the APAC region. Grew this business segment to handle 10 countries and 12 languages.
  • Implemented a global CRM platform (Salesforce Service Cloud, integrated with Genesys/Satmetrix/NICE) for the entire SingPost group, to improve communications with the internal business units, and to track customer retention and loyalty. Towards the end of my tenure, migrated the platform from Salesforce to Microsoft Dynamics CRM for Cost efficiencies.
  • Streamlined the contact center and customer-centric processes for all of Singapore Post’s subsidiaries – Quantium Solutions, Couriersplease and Tradeglobal. Visited and worked in the Tradeglobal office in Cincinatti, and Quantium offices in Mumbai, Bangkok and Kuala lumpur, to align processes and tools with the group CS strategy.
  • CX SPOC for the POPStation project, to streamline the experience on delivery and collection methodology, and watched this grow to a 100 POPStations across Singapore.
  • Maintained an optimized cost structure for the CX division, finishing much lower than the target Opex spending for 2 fiscal years in a row. This was achieved by a blend of outsourcing, process automation and lean restructuring.

Senior Manager - PMO

CSS Corp
10.2009 - 09.2012
  • Relocated to Philippines to open an outsourced site there. Opened contact center operations for 7 different vendors across different verticals. Site head and client SPOC for any new implementations, initiatives, processes and procedures.
  • Formed a strong support function team for operations/training/quality and identified capable local resources to head the respective teams.
  • Developed a home-grown CRM that was low-cost, yet enabled integrations with the voice platform and email/chat channels. Developed a BI platform that made reporting and visualization with scheduled data feeds from this CRM.
  • Initiated CSAT and NPS methodologies, and introduced social media monitoring with Radian6.

Manager – Training and Quality

CSS Corp
08.2004 - 10.2009
  • Started as a Quality Analyst, involved in Process Efficiency, quality monitoring and Six Sigma improvement projects. Moved to training and transitions for new client launches.
  • Initializing e-learning concepts in the organization by setting up LMS and Knowledge bases. Converted the converting conventional training model into a mix of classroom and SCORM compliant e-learning modules.
  • Co-ordinating, facilitating and sometimes conducting leadership and management training, inclusive of but not limited to, ISMS training on security management, Six Sigma and COPC orientation training, Training on MS-office suite for managers (Excel, PowerPoint, Visio and MS Project) etc.
  • Executed 2 Black Belt projects, which related to automated delivery of MIS reports, and reduction of payroll processing defects.

Various Marketing Internship roles

01.2003 - 06.2004

Education

Professional Program in Digital Marketing and Analytics -

Indian Institute of Management
01.2020 - 01.2021

Post Graduate Diploma in Business Administration - undefined

Symbiosis University
01.2007 - 01.2009

Post Graduate Diploma in Instructional Design - undefined

Symbiosis University
01.2008 - 01.2009

Bachelors in Business Administration - undefined

University of Calicut
01.2001 - 01.2004

Skills

Data-driven decision making

Certification

Salesforce Certified Administrator

Trailblazer

https://trailblazer.me/id/asurendran1

Interests

Travel, Fitness, Volleyball

Timeline

Head of Advertiser Support Tooloing

Meta
12.2022 - 04.2025

Program Leader - Global Service Design

Uber Technologies Inc
06.2021 - 12.2022

Professional Program in Digital Marketing and Analytics -

Indian Institute of Management
01.2020 - 01.2021

Director of Project Management (APAC)

John Paul (Accor Group)
11.2019 - 01.2021

Director – Participant Experience (South Asia)

BI Worldwide
05.2019 - 11.2019

AVP – CRM and Customer Experience

Singapore Post Pvt Ltd
09.2012 - 11.2017

Senior Manager - PMO

CSS Corp
10.2009 - 09.2012

Post Graduate Diploma in Instructional Design - undefined

Symbiosis University
01.2008 - 01.2009

Post Graduate Diploma in Business Administration - undefined

Symbiosis University
01.2007 - 01.2009

Manager – Training and Quality

CSS Corp
08.2004 - 10.2009

Various Marketing Internship roles

01.2003 - 06.2004

Bachelors in Business Administration - undefined

University of Calicut
01.2001 - 01.2004

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Abhilash Surendran