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Arnab Karmakar

@arnabkarmakar2

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Experienced operations leader specializing in customer success and automation.

India

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What I'm looking for

I am looking for a role that allows me to drive operational excellence and enhance customer experiences in a collaborative environment.

I am a seasoned operations leader with over 16 years of experience in customer success, strategy, and automation within the e-commerce and retail sectors. My career has been marked by a commitment to enhancing customer experiences and driving operational excellence. I have successfully led teams in implementing innovative solutions that significantly improve customer satisfaction and operational efficiency.

Throughout my career, I have received multiple awards for my contributions, including the 'Spirit of Arzooo' award for achieving an 82% improvement in customer services at Sterne India Private Limited. My expertise lies in utilizing data analytics and automation technologies to streamline processes and enhance guest experiences. I thrive in dynamic environments where I can leverage my skills in mentorship, team building, and process excellence to foster a culture of continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

Head: Consumer Experience & Support

Current

Manasum SeniorLiving PrivateLimited

Jun 2024 - Present (1 year 2 months)

Implemented VOIP process with Zoho and Leadsquared CRM tools, achieving significant improvements in guest services metrics including 76.5% CSAT and NPS of 49 in 2025. Successfully created a customer support dashboard with the technology team, enabling guest intelligence via data analytics and digitizing payment and refund processes.

VoIP Zoho CSAT NPS Data Analytics Process Automation Refund Digitization

Assistant General Manager: Consumer Experience & Services

SterneIndia Private Limited

Dec 2021 - May 2024 (2 years 5 months)

Achieved key performance metrics in guest services, including 95% CSAT in B2C process in 2023 and 88% in 2024, and an NPS score of 64 in 2023. Built and managed the entire Customer Facing Operations and Contact Centre from scratch, overseeing the full lifecycle of a team of 500 agents and 38 Team Leads.

CSAT NPS Escalation Management Team Building CRM Tools Chatbot

Assistant General Manager: Regional Head- South India

EMBASSYGROUP: Olive-living Operations PrivateLimited

Dec 2020 - Jun 2021 (6 months)

Successfully built a high-performing guest service team through comprehensive hiring, screening, and training processes. Implemented AI-driven communication via LeadSquared, SMS, WhatsApp, and in-app messenger, increasing communication speed by 175%.

Team Building TAT Resolution Ameyo

Assistant General Manager: Head- Consumer Operations & Services

CoLifeAdvisory PrivateLimited

Jan 2019 - Dec 2020 (1 year 11 months)

Strategized and managed operations and services for a B2C retail customer base of 100,000, achieving 91% CSAT and 77 NPS in 2020. Successfully turned around payment and refund processes, significantly improving transactional NPS scores.

CSAT NPS Process Improvement Payment Processes Refund Process Improvement Data Analytics Escalation Management

Deputy Cluster/State Head; Consumer & Guest Operations & Services

RuptubSolutions PrivateLimited

Feb 2016 - Jan 2019 (2 years 11 months)

Managed guest operations and services, leading a team of 90, including 2 managers and 7 team leads. Successfully inducted "PROWL" app, Bumble Bee, and Marvin WEB Tool for quality checks and training, achieving the best NPS score for Karnataka across Pan India.

Guest Management Quality Management NPS Disposition Level Automation Escalation Management ORM Team Leadership

Manager: Events Operations

Movenpick Hotel & Spa

Jun 2015 - Jan 2016 (7 months)

Managed event operations for a 5-star deluxe hotel. Responsible for the successful execution of various events.

Event Management Customer Service Hospitality Management Team Coordination

Assistant Manager: Events

JW Marriott Hotel

Nov 2014 - May 2015 (6 months)

Assisted in managing events for a luxury hotel. Contributed to the planning and execution of various functions.

Event Planning Hospitality Services Operations Support

Deputy Manager: Events

Old World Hospitality

Nov 2011 - Nov 2014 (3 years)

Managed events and ensured smooth operations. Played a key role in delivering high-quality guest experiences.

Event Management Guest Experience Team Supervision

Assistant Manager: Food & Beverage

Peppermint Hotel

Feb 2011 - Nov 2011 (9 months)

Assisted in managing Food & Beverage operations. Focused on enhancing customer satisfaction and service delivery.

Food & Beverage Management Customer Satisfaction Service Delivery Inventory Management Staff Training

Assistant Manager: F&B

Mahindra Holidays

Jul 2007 - Jan 2011 (3 years 6 months)

Assisted in F&B operations, contributing to guest satisfaction in a holiday resort setting. Managed daily service activities.

Guest Service Quality Control Team Coordination

HOT: FnB Serv

The Rain Tree

Jan 2007 - Jun 2007 (5 months)

Handled Food & Beverage service operations. Ensured high standards of service for hotel guests.

F&B Service Customer Service Restaurant Operations Quality Assurance Team Collaboration

Industrial Trainee

The Park

Sep 2005 - Feb 2006 (5 months)

Completed an industrial traineeship, gaining foundational experience in hotel operations. Supported various departments.

Hotel Operations Customer Service

Education

Degrees, certifications, and relevant coursework

Amrita Vishwa Vidyapeetham

Master of Business Administration, Operations Management

2021 -

Currently pursuing a Master of Business Administration with a specialization in Operations Management. This program focuses on advanced strategies and practices in managing business operations.

University of North Bengal

Bachelor of Commerce, Accountancy

2000 - 2004

Grade: 61%

Completed a Bachelor of Commerce with Accountancy Honours, achieving a First Division with 61%. The curriculum provided a strong foundation in accounting principles and business practices.