Laura McDonough
- Role
- Senior Manager, Customer Relations at Inspire
- Location
- Boston, MA, US
- LinkedIn followers
- 500 followers
About Laura McDonough
I thrive in a fast-paced environment. WHAT DO I DO? Deliver strategic insights…
Experience
Senior Manager, Customer Relations
Apr 2021 — Present
Inspire Brands is a multi-brand restaurant with more than 32K Arby\'s, Baskin-Robbins, Buffalo Wild Wings, Dunkin\', Jimmy John\'s, and SONIC Drive-In restaurants worldwide. As Sr. Manager, Customer Relations, I oversee 18 direct reports from three supervisors and 15 coordinators to streamline all customer relations and business development activities. Offer training to enable individuals to acquire new roles within the Operations, Marketing, and IT departments. Manage 28K-32K contacts weekly, including weekends, to improve customer relations for Dunkin\' and Baskin-Robbins US locations. Highlights of accomplishments in this role include: • Conducted interviews and hired new loyalty and guest support coordinators in collaboration with the HR department, maintaining the number of coordinators of 42. • Determined and resolved potential brand-damaging and systemic issues, forecasted call, email, chat, and social media volume, and verified the all-time availability of staff to meet KPIs. • Liaised with the senior leadership team to establish a weekly store employee recognition process and wrote appreciation letters to Dunkin\' and Baskin-Robbins employees based on positive guest feedback. • Built a teamwork and continuous growth culture by partnering with a cross-functional team of three coordinators. • Directed IT Initiative to migrate Social Media Platform to Sprinklr Care. Managed project from start to finish and reduced response times below industry average: Dunkin\' 1 hr. 56 min, Baskin-Robbins: 15 min. 30 sec. • Trained team using the new Social Media tool to deliver high-quality customer support while performing cost analysis and submitting results to the Stage Gate Committee. • Minimized project risks by administering initiation and planning phases of technology enhancement projects.
Skills
- Research
- Social Media
- Html
- Social Media Marketing
- Access
- Marketing Communications
- Marketing
- Dreamweaver
- Microsoft Office
- Social Networking
- Microsoft Word
- Data Analysis
- Blogging
- Event Planning
- Photoshop
- Powerpoint
- Spss
- Microsoft Excel
- Public Relations
- Sports
- Outlook
- Public Speaking
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