Summary
Overview
Work History
Education
Skills
Achievements
Timeline
Generic
Adarsh Bindana

Adarsh Bindana

Gurgaon

Summary

Dynamic and results-driven executive with over a decade of cross-functional leadership experience spanning customer service operations, backend analytics, and corporate governance within the ed-tech and education infrastructure sectors. A proven track record of steering high-impact customer experience initiatives for global organizations like American Express, British Telecom, and Concentrix, with consistent recognition for operational excellence, upselling performance, and dispute resolution capabilities.

Currently serving as Director across multiple established education ventures, including Ebix Smartclass Educational Services, Pvt. Ltd. And Vidya Mandir Classes Ltd., with prior directorial experience at FlipLearn Education and other strategic enterprises. Brings strong board-level oversight, and a comprehensive understanding of compliance, stakeholder engagement, and enterprise-scale decision-making. Skilled in aligning service delivery frameworks with organizational goals, improving NPS and CSAT outcomes, and leveraging tools such as SAP, CRM platforms, and data-driven workflows to elevate customer experience.

Renowned for a collaborative leadership style, agile problem-solving, and an unwavering focus on customer satisfaction. Adept at mentoring frontline and mid-level teams, managing escalation processes, and executing governance strategies that drive sustainable growth. Fluent in English and Hindi, with a professional presence anchored in ethical leadership, continuous learning, and a passion for innovation within the tech-enabled education and customer service landscape.

Overview

11
11
years of professional experience

Work History

Director of Business Development

Ebix Smartclass Educational Services Pvt. Ltd.
Gurgaon
05.2018 - Current
  • Lead governance and compliance at one of India's premier digital education providers.
  • Oversaw the rollout of digital classrooms, school finance solutions, wellness programs, and learning labs.
  • Collaborated with cross-sector stakeholders across schools, ed-tech, and investment domains.

Director of Business Development

KB Educational Services Pvt. Ltd.
Gurgaon
10.2014 - Current
  • Strategic and legal oversight for academic services and online learning ventures.
  • Provided leadership in product, finance, and expansion planning.
  • Active DIN: 06969536

Director of Business Development

Vidya Mandir Classes Ltd.
Gurgaon
04.2014 - Current
  • Strategic and legal oversight for academic services and online learning ventures.
  • Provided leadership in product, finance, and expansion planning.
  • Active DIN: 06969536

Senior Customer Service Specialist

American Express Banking Corp.
Gurgaon
09.2021 - 04.2024
  • Provided U.S.-based chat support for credit card customers.
  • Handled complex queries with a focus on first-contact resolution and customer satisfaction.
  • Promoted from front-end servicing to back-end analyst (disputes).

Senior Customer Service Representative

British Telecom Pvt. Ltd.
Gurgaon
07.2020 - 09.2021
  • Delivered technical and billing support for UK-based telecom clients.
  • Upsold handset upgrades, tablets, watches, accessories, and services.
  • Maintained high NPS (Net Promoter Scores) and low AHT (Average Handling Time).

Customer Service Executive

Concentrix Pvt. Ltd.
Gurgaon
06.2018 - 07.2020
  • I joined as a CSA and progressed to Senior CSA and Back Office Analyst.
  • Handled BO12 migrations (post-pay to prepay), SAP upgrade reversals, and cancellation workflows.
  • Recognized with an “Outstanding” performance rating 5 times and “Exceeding Expectations” 2 times.

Education

High School Diploma -

Bluebells School International
New Delhi
08-2012

Some College (No Degree) -

IGNOU

Skills

Professional skills

  • Customer relationship management (CRM)
  • Dispute resolution
  • Chat and voice servicing
  • Product upselling and pitching
  • Back-office processing
  • Team collaboration and peer training

Tools and platforms

  • SRP Citrix
  • MS Word, Excel, PowerPoint (intermediate to beginner)
  • Java, NetBeans, MySQL

Leadership and soft skills

  • Decision-making under pressure
  • Problem solving
  • Interpersonal communication
  • Adaptability and self-motivation
  • Team-oriented attitude
  • Governance and leadership: Board oversight, policy development, compliance management
  • Educational services: Ed-tech deployment, school finance program strategy
  • Strategic planning: growth strategy, market expansion, risk management
  • Cross-functional collaboration: coordination across finance, operations, product, and legal teams

Achievements

Guided strategic roll-out of digital education solutions, including language labs and school finance frameworks

Contributed to ed-tech consolidation by serving on the boards of Sparrow Devcon and FlipLearn Education

Sustained governance across diverse entities in educational and commercial services for over a decade

Director, Ebix Smartclass – instrumental in post-COVID digital classroom implementation across Tier II and III India

Timeline

Senior Customer Service Specialist

American Express Banking Corp.
09.2021 - 04.2024

Senior Customer Service Representative

British Telecom Pvt. Ltd.
07.2020 - 09.2021

Customer Service Executive

Concentrix Pvt. Ltd.
06.2018 - 07.2020

Director of Business Development

Ebix Smartclass Educational Services Pvt. Ltd.
05.2018 - Current

Director of Business Development

KB Educational Services Pvt. Ltd.
10.2014 - Current

Director of Business Development

Vidya Mandir Classes Ltd.
04.2014 - Current

High School Diploma -

Bluebells School International

Some College (No Degree) -

IGNOU

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Adarsh Bindana