Arnab Karmakar
@arnabkarmakar2
Experienced operations leader specializing in customer success and automation.
What I'm looking for
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
Head: Consumer Experience & Support
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.
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.
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%.
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.
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.
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.
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.
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.
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.
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.
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.
Industrial Trainee
The Park
Sep 2005 - Feb 2006 (5 months)
Completed an industrial traineeship, gaining foundational experience in hotel operations. Supported various departments.
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.
Availability
Location
Authorized to work in
Job categories
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