Dougie Brown Email & Phone Number | Experienced professional with a strong background in software startups and scale-ups, specializing in customer operations functions. In my most recent role as Manager of Knowledge Management at Zettle by PayPal, I focused on building, implementing, and managing an effective self-help strategy for our customers. This initiative enabled customers to get the help they needed when they needed it, without contacting customer support. Additionally, I enhanced our teammate-facing materials, empowering colleagues to efficiently support customers when contact was necessary. I led with data and insight, identifying service gaps and cost areas that could be improved through effective knowledge sharing and content. Key measures of success included contact abatement tied to revenue, Average Handling Time (AHT), Customer Satisfaction (CSAT), and Net Promoter Score (NPS).

Dougie Brown

Experienced professional with a strong background in software startups and scale-ups, specializing i...
Edinburgh, Edinburgh, United Kingdom

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Dougie Brown’s Phone Numbers +44 20 3481 ****

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Dougie Brown’s Location Edinburgh, Edinburgh, United Kingdom

Dougie Brown’s Current Industry

Dougie Brown’s Prior Industry Paypal | Stampede | Travelnest

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Manager, Knowledge Management - Zettle

2022-09-01 00:00:00 - 2024-06-01 00:00:00

Account Executive

2019-08-01 00:00:00 - 2020-04-01 00:00:00

Sales Development Team Lead

2019-04-01 00:00:00 - 2019-08-01 00:00:00

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Dougie Brown is a Experienced professional with a strong background in software startups and scale-ups, specializing in customer operations functions. In my most recent role as Manager of Knowledge Management at Zettle by PayPal, I focused on building, implementing, and managing an effective self-help strategy for our customers. This initiative enabled customers to get the help they needed when they needed it, without contacting customer support. Additionally, I enhanced our teammate-facing materials, empowering colleagues to efficiently support customers when contact was necessary. I led with data and insight, identifying service gaps and cost areas that could be improved through effective knowledge sharing and content. Key measures of success included contact abatement tied to revenue, Average Handling Time (AHT), Customer Satisfaction (CSAT), and Net Promoter Score (NPS).