Dipak Patra
@dipakpatra
I build SaaS support operations and product improvements that retain customers.
IndiaWhat I'm looking for
At OnceHub, I lead a 15-person customer support team for a scheduling and meeting-automation platform, improving CSAT from 80% to 95%. I rebuilt the help center to 400+ articles and created 200+ video tutorials, shifting 20% of inquiries to self-service.
I designed AI-powered support frameworks at OnceHub and Vabro, reducing ticket resolution time by 30% to 40% and increasing first-call resolution by 25%.
At Vabro, I led full-cycle product management that increased platform adoption by 25% year over year. I work closely with engineering, UX/UI, marketing, and QA to turn customer feedback into roadmap priorities, product-market fit, and stronger launches.
Across VMEdu, Edusys, Wipro, and Genus Info Systems, I've supported global customers and partners, managed technical escalations, improved customer experience, and built scalable processes across SaaS, learning platforms, and technical support environments.
Experience
Work history, roles, and key accomplishments
Managed a customer support team of 15, improving CSAT from 80% to 95% month-on-month. Rebuilt the help center with 400+ articles and video tutorials, deflecting 20% of inquiries to self-service, and designed an AI-powered support framework that reduced resolution time by 30% and boosted first-call resolution by 25%.
Education
Degrees, certifications, and relevant coursework
Kuvempu University
Bachelor of Science, Computer Science
Grade: A+
Bachelor of Science in Computer Science from Kuvempu University, Karnataka, completed in 2010 with a grade of A+.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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