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Arnab KarmakarAK
Open to opportunities

Arnab Karmakar

@arnabkarmakar2

Experienced operations leader specializing in customer success and automation.

India
Message

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

MP
Current

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.

SterneIndia Private Limited logoSL

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.

EMBASSYGROUP: Olive-living Operations PrivateLimited logoEP

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%.

MH

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.

TP

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

AV

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 logoUB

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.

Tech stack

Software and tools used professionally

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Arnab Karmakar - Head: Consumer Experience & Support - Manasum SeniorLiving PrivateLimited | Himalayas