Open to opportunities

dhara kapdi

@dharakapdi

Message

I build scalable technical support operations for global SaaS, gaming, and customer platforms.

India

Message

What I'm looking for

I'm looking for remote, hybrid, or on-site customer support and technical operations roles where I can build scalable, metrics-driven support workflows, lead cross-functional teams, and support global customers across US, UK, and APAC time zones.

I've supported global customer platforms at Gomocha, JumpStart Games, Yahoo, and Oottru Technologies, resolving SaaS, gaming, account security, billing, and technical issues across phone, email, chat, and ticketing channels. At Gomocha, I used SQL, Elastic/Kibana, Azure DevOps, and ITIL workflows to diagnose recurring issues, maintain 95%+ SLA adherence, and create 30+ knowledge-base articles that reduced handle time by about 25%.

At JumpStart Games, I led support for School of Dragons and Neopets, coached five associates, improved first-contact resolution by 18%, and reduced average resolution time by 30% through structured playbooks. I bring 11+ years of experience building metrics-driven support operations, collaborating with engineering and QA, and supporting international customers in 24x7 environments.

Experience

Work history, roles, and key accomplishments

Platform Expert – Customer Support

Gomocha

Dec 2023 - Feb 2024 (2 months)

Delivered multi-channel client support for a global field service SaaS platform, maintaining average first-response time under 4 hours. Applied SQL queries and log analysis to diagnose root causes, reducing repeat escalations and authoring 30+ knowledge base articles.