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Ankit Sharma

@ankitsharma33

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Customer Operations Director at BirchStreet Systems, lifting NPS from 26 to 57 and CSAT by 20%.

India

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At BirchStreet Systems LLC (GDI India Pvt Ltd), I own day-to-day Customer Operations, Support, and Success for a global, multi-region enterprise customer base. I’ve embedded performance management standards and built four functions from the ground up: Customer Operations, Support, Workforce Planning, and Talent Acquisition.

I’ve driven NPS from 26 in 2022 to 57 in 2025, alongside a 20% lift in CSAT, by building a resolution-first culture. I also manage strategic relationships with global Tier 1 hospitality clients, including Hilton, Marriott, and Sodexo.

At BrainBro Technologies LLP, I founded the Customer Success function and directed a 210+ FTE delivery and support organisation across CRM and web development services, and technical support for F-Secure Antivirus. I also delivered outsourced customer experience operations for Aircel India using NICE and Vonage systems.

Earlier, at HCL Technologies Ltd, I served as COPC Coordinator and Quality SPOC for BT’s outsourced customer support account. My Lean Six Sigma and Green Belt projects reduced revenue leakage and improved SLA adherence, and I received a Service Excellence Award.

Experience

Work history, roles, and key accomplishments

Current

Director, Customer Operations

Current

BirchStreet Systems LLC

Aug 2021 - Present (5 years 2 months)

Owns day-to-day Customer Operations, Support, and Success for a global enterprise customer base. Built four functions from the ground up and drove NPS from 26 to 57 and a 20% lift in CSAT.

Customer Operations Customer Success NPS CSAT Performance Management Workforce Planning Talent Acquisition Salesforce ServiceNow Jira Power BI

AVP, Delivery & Customer Success

BrainBro Technologies LLP

Jan 2014 - Jul 2021 (7 years 6 months)

Founded and built the Customer Success function at a PE-funded startup and directed a 210+ FTE delivery and support organization across CRM, web development, and technical support for F-Secure Antivirus.

Customer Success Delivery Management Workforce Management NICE Vonage Performance Management Recruitment Training

Senior Manager, Operations

Damco Solutions

Jan 2012 - Nov 2013 (1 year 10 months)

Helped create all departments except Development and Engineering from the ground up at a founder-led startup. Led multi-channel support and customer service teams across voice and non-voice processes.

Multichannel Support Customer Service SLA Management FCR AHT CSAT

Manager, Technical Support

IBM India

Mar 2011 - Dec 2011 (9 months)

Managed a team of 80 advisors supporting iYogi McAfee Tech and AMC sales operations. Achieved under 15% absenteeism and under 4% attrition while consistently delivering over 100% of revenue targets.

Technical Support Team Management Performance Management Workforce Scheduling P&L management

Assistant Process Manager

HCL Technologies Ltd

Oct 2005 - Nov 2010 (5 years 1 month)

Served as COPC Coordinator and Quality SPOC for BT's outsourced customer support account. Led Lean Six Sigma projects that reduced revenue leakage and improved SLA adherence, winning the Service Excellence Award.

COPC Standards Lean Six Sigma Quality Management Workforce Management Blue Pumpkin SLA Adherence

Quality Specialist

Convergys India Pvt. Ltd

Feb 2004 - Oct 2005 (1 year 8 months)

Supported SBC Yahoo Internet Services transition teams, bridging training to live operations, and led transition batches over 45-day cycles to align new hires with client performance benchmarks.

Quality Assurance Training Transition Management Performance Benchmarking