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Karunakant Pathak

@karunakantpathak

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Customer Success Manager at VEIRDO, improving customer retention through lifecycle management and support workflows.

India

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What I'm looking for

I'm seeking a customer success, customer experience, customer service or operations role, including e-commerce operations, where I can improve customer retention, service quality and operational execution.

At VEIRDO, I manage the end-to-end customer lifecycle, with a focus on satisfaction, retention and customer lifetime value. I lead support across calls, email, chat and WhatsApp, and resolve escalations involving refunds, returns and delivery issues.

At AgroStar, I managed e-commerce operations for agricultural products and achieved 20% growth in online sales. I also managed product listings, pricing strategy and order fulfillment.

Across customer service and operations roles, I led customer-service teams of 17+ members, managed escalations and RMA processes, and worked on SOPs and workflow improvements. My experience spans D2C e-commerce, agribusiness, telecom, retail and BPO operations.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Veirdo

Aug 2024 - Present (2 years 2 months)

Manage end-to-end customer lifecycle, lead multi-channel support, and handle escalations. Monitor KPIs and collaborate with cross-functional teams to improve service quality.

Customer Success Customer Experience Customer Service Escalation Management KPI Monitoring CSAT NPS AHT FCR Churn Reduction SOP Development CRM Ticketing Systems Cross Functional Collaboration

Assistant Manager – E-Commerce

AgroStar

Aug 2020 - Jan 2024 (3 years 5 months)

Managed e-commerce operations for agricultural products, achieving 20% growth in online sales. Coordinated with cross-functional teams to improve customer experience and operational execution.

E Commerce Operations D2C Product Listing Pricing Strategy Order Fulfilment Online Sales Cross Functional Collaboration

Assistant Manager – Online Sales

HOF Furniture Pvt. Ltd.

Nov 2018 - Oct 2019 (11 months)

Exceeded sales targets by 15% through strategic planning and sales execution. Managed online and offline sales channels and supported sales planning.

Online Sales Offline Sales Strategic Planning Sales Execution Product Visibility Brand Awareness

Customer Service Team Lead

IBT (BPO)

Mar 2018 - Jun 2018 (3 months)

Led a team of 17+ customer service representatives, supporting performance through coaching and training. Monitored operations and improved team productivity.

Team Leadership Coaching Training Process Optimization Customer Service Operations Productivity Improvement

Operations Supervisor

Infibeam.com

Jun 2012 - Oct 2017 (5 years 4 months)

Supervised an inbound operations team of 17 members, managed escalations and RMA processes. Conducted call monitoring and VOC analysis to support process improvement.

Operations Management Escalation Management RMA Call Monitoring VOC Analysis Process Improvement Team Supervision