Social Media Supervisor, McDonald's Customer Experience + Insights

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I was included as a case study in Groundswell and the Tao of Twitter from an engagement on Twitter that went viral when a prominent blogger wrote about the experience.

Customer Care And Beyond

One of the first employees dedicated to Social Media for the company, I paved the social customer care process for responding to customers and resolving issues. Partnered with Sprout Social for guest blog series for best practices in service on Twitter.  Guest Speaker at the 2012 Salesfore Cloudforce Conference and McDonald’s Regional Field Meetings.

Social Analytics To The Rescue!

When the promoted Twitter hashtag #McDStories gained negative traction an hour a slow news day resulted in a bevy of negative articles painting the hashtag as a larger flub. Using social data I was able to establish context to the PR response messaging that #McDStories was a tiny percentage (2%) of the 72,788 mentions of McDonald’s overall that day. 

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I was 1/2 of Team McLovin in the "Downtown Dash, a real life scavenger hunt driven by clues that were tracked through social media check-ins in designated locations around Chicago.