1. :
4605 Pinenoble Court, Glen Allen, VA 23060
nsurinder@gmail.com
(312) 618 5739
SURI
www.linkedin.com/in/surisurinder
SURINDER
Senior Executive at Verizon, McKinsey, Capital One CONTRIBUTIONS
experienced in leading $2B businesses & global call
center operations
Sales Growth: $300M topline growth through CRM
Mr. Surinder Is Founder and CEO of CTR Factor, Head of Advisory
P&L Leadership: #1 region on net income (4X nat’l avg)
Services at the ALPFA Institute of Executive Education, University of
Arkansas, and Chief Learning Officer & Global Head of consulting Operational Excellence: 15% productivity leap in 1 year
services at Diversity MBA Consulting. He developed the techniques and
Customer Experience: 90% top 2 box satisfaction scores
concepts he teaches during a long and successful business career
spanning 25 years and 25 assignments as an executive, consultant, Revenue Management: $350M in new revenue annually
board member, author, entrepreneur and professor. His leadership arc
Call Center Operations: 25% AHT drop; 20% SL jump
has been extraordinary, starting in 1984 as an immigrant graduate
student on an academic fellowship, with humble roles along the way. Employee Engagement: #1 survey scores company-wide
His experience spans multiple industries, including telecom, banking,
Expense Reduction: $200M run rate drop (15%)
energy, transportation, retail, city government, non-profit, and Merger Integration: $1B payphone business created
healthcare at companies like Pfizer, Verizon, McKinsey, Centurylink,
New Business Launch: $5B international business launched
Capital One, Fidelity, Best Buy, Wellpoint, Chase, and Con Edison.
He has held C-level roles running billion dollar P&Ls and large global
functional groups:
• CEO of $1.7B regional P&L,5K employees
STRENGTHS
• COO of $2.7B regional P&L,3K employees
• CMO of $1B P&L serving 50M customers
• CHRO of $1.8B global P&L Powerful and effective C-suite and board-room presence
• Chief of Staff to COO of $39B P&L
• Global Head of Broadband call centers
Large scale, sustainable organizational transformation
• Head of Process Re-engineering of $1.2B unit Insightful analysis and simplifying synthesis of complexity
• Expert in Customer Experience at McKinsey
Immediate, impactful, balanced results delivery
• Head of $3B early stage Collections unit
Impassioned, persuasive connection with large teams
He is the author of the forthcoming book: The CTR Factor: How high is
your leadership quotient, former board member of three boards, and Consensus building across diverse constituencies
former Adjunct Professor of Strategic Management at the City
Innovative solutions and disciplined execution
University of New York. In 2011, he was recognized as one of the Top
50 undedr 50 Senior Executives in the US by Diversity MBA magazine. Compassionate coaching and leadership development
Win-win negotiation for advantageous outcomes
Mr. Surinder holds a BS in Civil Engineering, an MS in Structural
Engineering and an MBA in Marketing. Strategic thinking and bold envisioning