Dow Osage
About Dow Osage
Dow Osage serves as the Director of Customer Operations & Analytics at Dokkio, where he has worked since 2016. With a background in computer science and extensive experience in customer experience and analytics, he has previously held positions at PBworks, Apple, and eBay.
Work at Dokkio
Dow Osage has served as the Director of Customer Operations & Analytics at Dokkio since 2016. In this role, he has focused on enhancing customer experience and operational efficiency. His responsibilities include overseeing customer operations and leveraging analytics to drive strategic decisions. Osage's tenure at Dokkio spans eight years, during which he has contributed to various initiatives aimed at improving customer engagement and satisfaction.
Previous Experience in Customer Experience Management
Before joining Dokkio, Dow Osage worked at PBworks as the Director of Customer Experience from 2009 to 2016. His role involved managing customer interactions and improving service delivery. Prior to PBworks, he was employed at Apple as an iOS/Mac+ Advisor from 2003 to 2009, where he provided technical support and customer service. Osage also held the position of Web Project Manager at Harvard Business School Publishing from 2001 to 2003.
Educational Background and Specializations
Dow Osage studied Computer Science and earned a Bachelor of Science in Information Technology from Western Governors University between 1995 and 1997. He has furthered his education with studies at Columbia Business School, focusing on Digital Marketing, Customer Engagement, and Analytics. Osage is currently pursuing a Master of Science in Management and Leadership and a Master of Business Administration at Western Governors University. Additionally, he completed a program in Diversity and Inclusion for Organizational Excellence at Stanford University Graduate School of Business.
Achievements in Customer Operations
In his career, Dow Osage has implemented several successful initiatives. He streamlined the sales and billing pipeline at Dokkio, which removed a third party and recaptured over $27,000 in annual revenue. He also pitched and executed a social media marketing strategy that increased organic traffic and signups by over 30% within three months. His efforts in integrating data from multiple analytics platforms led to the creation of a comprehensive stickiness report, enhancing business intelligence for stakeholders.
Recognition and Impact
Dow Osage has received recognition for his contributions to customer support, including 33 five-star reviews on Product Hunt, with 18 specifically praising his customer service. His coordinated marketing efforts earned a Top Product badge on the platform. Additionally, he led a Diversity, Equity, and Inclusion initiative that resulted in a 7% increase in staff diversity within the first year.