Iain Scott

Freelance social media and brand strategy planning with content creators and emerging organisations in the content creation space

Creative strategy and planning for social campaigns across APAC countries Influencers and Partnerships Strategy for local market campaigns Brand Stewardship and content alignment with key solution goals Content Execution of campaigns, initiatives and events across platforms Content Performance Highlights for Client Reviews Social Listening and Insights, Competition Tracking, and Key Trends Identification

We use digital media intelligence to help build brand's with purpose. Drizzlin works in the area of digital intelligence and mines data from several digital sources from the internet to help businesses understand people better and innovate with a people centered mindset. Our solutions track specific Topics, Brand Trust & Reputation, Competition, Purpose based Collaboration, Leaders & Influencers and Business Model Innovations. Our active execution services provide Online Customer Support, Digital Presence and Lead Generation Solutions. Drizzlin has operated & delivered solutions to over 100 clients across Asia, Europe & the US.

Overseeing introduction and improvement of customer focused policies with a focus on overall customer satisfaction. Working across multiple social media platforms including community forums, Steam, Discord, Twitch and Facebook Handling social media account focusing on engagement and growth. Spearheading and organising opening of new contact avenues within the community including a Discord server of over 2300 users at time of writing and a Discord server dedicated to providing direct support for modders. Created content creator collaboration program and continuing to work on developing third party coverage. Working with developer team to provide newsletters, updates and improved communication. Design and creation of email marketing and reachout. Working closely with developer team to provide updates on player sentiments and any issues that need attention. Working on volunteer team with a focus on improved communication and morale within team. Introduced and run developer streams. Creation of official merchandise via Redbubble Managing and marketing of Steam store page for Wurm Unlimited selling 350,000 copies with an average of 70% positive rating. Worked Quality Assurance to provide support for Wurm Unlimited Managed Steam forums for Wurm Unlimited Provided one on one support as well as group support. Point of contact for server admins

• Leading, managing and continued monitoring of a team of volunteers to provide a high level of service to customers • Creation of procedures, protocols and guidelines to ensure the consistency and efficiency of the team - Hiring of new team members • Training new team members on how to use our software and on our protocols and guidelines - Mentoring and coaching team members • Working both independently and as part of a team to reply to written customer queries and complaints in clear, coherent English • Adhering to quoted timescales for responding to messages. • Handling abusive and angry messages from customers in a calm, friendly and professional manner. • Making decisions regarding cases and recognising when I should escalate the case up to my line manager and doing so in a timely fashion. • Complaints handling • Answer questions about payment and credit features • Troubleshoot bugs and report them to TechSupport • Communicate information to and from Head Office, customers and volunteer team. • Make regular reports to Head Office • Proof read and update translation files • Ensure all company policies, terms and conditions are adhered to

Handle escalation of complaints Assist team leader of team management duties such as rostering, QA and support. Train newcomers in their role providing intensive support Provide one on one coaching of junior staff Subject Matter Expert for a wide range of internet services.