Ankit Sharma
Director of Operations @Birchstreet
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WORK HISTORY
Director of Operations @Birchstreet
Noida, IN
As Director of Support Operations at BirchStreet Systems, the hospitality industry\'s leading global procurement platform, I lead a multilingual, multiregional support ecosystem across North America, EMEA, and APAC. I architected a scalable, modular support structure aligned to customer complexity, integrating Level 1 (functional), Level 2 (technical), and cross-functional escalations (Product, Integrations, Dev). Strategic Support Model:Introduced a POD+X hybrid structure-segmenting teams by customer tier (Premium, Strategic, General) and module (AP, Inventory, Procurement). Enabled micro-scrum L2 teams to partner with Product/Dev, fast-tracking issue resolution and collaboration. Operational Resilience:Sustained SLAs despite a 25% headcount restructuring through agile resource planning, backlog governance, and after-hours coverage. Cut average resolution time by 8+ hours and used predictive analytics to manage month-end and release load spikes. Customer Perception Uplift:Boosted CSAT by 20% and cut escalations by 40% via a revamped “Voice of Customer” framework-introducing structured call prep, quality calibrations, and proactive engagement for aged tickets. Improved transparency on support scope and partnered closely with Account Owners for strategic alignment. Knowledge & Capability Building:Initiated an AI-indexed, Confluence-based KB-organized by module, category, and resolution flow-with mandatory fortnightly supervisor contributions. This will lead to standardized onboarding across geographies, reducing ramp-up time by 30%. Global Readiness:Led language-specific hiring and deployment to support global chains, aligning with regional preference and compliance. Support Monetization & Differentiation:Repositioned Support Operations as a strategic, white glove offering with priority handling and 24x7 SLAs. Introduced insight-led reporting to inform key account strategies.
EDUCATION
Symbiosis Centre for Distance Learning
Postgraduate Degree, International Business
The Mother's International School
High School Diploma, Biology/Biological Sciences, General
Indira Gandhi National Open University
Bachelor of Commerce - BCom, Business/Commerce, General
St. Pauls School
Associate of Science - AS, Biology/Biological Sciences, General
ABOUT ANKIT SHARMA
Strategic Leader | Support Transformation Expert | Customer-Centric InnovatorWith 20+ years of global experience across Technical Support, Customer Success, and Operations, I specialize in transforming underperforming teams into high-impact engines of customer delight.Currently leading global support operations at BirchStreet Systems, I drive efficiency and customer satisfaction through data-driven strategies, bespoke service models, and a deep focus on human capital. My expertise lies in resolving complex escalation matrices, elevating customer perception, and designing high-performance support structures.What sets me apart is my ability to blend empathy with execution-crafting not just better SLAs but better relationships. From crisis mitigation to lean transformations, I\'ve delivered sustained results across geographies, industries, and evolving business needs.
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