Reputation & Listings Management

The Challenge

With 20+ branch locations, managing online reviews and business listings was fragmented and inconsistent. Response rates were low, turnaround times were slow, and there was no centralized system to track or manage reputation across locations at scale.

The Approach

I evaluated reputation management platforms and led the implementation of Birdeye as a centralized solution. The goal was to consolidate review monitoring, streamline response workflows, and enable consistent listing management across all locations.

The Execution

I managed the platform onboarding, configured location profiles, and built response workflows that allowed the team to monitor and reply to reviews efficiently. Training and documentation were developed to support adoption across the team.

The Impact

Transformed a reactive, fragmented process into a proactive reputation management system that scaled across the full branch network.

The Results

• Increased review response rate from 43% to 65%
• Reduced average response time from three weeks to one week
• Enabled scalable review management across all 20+ locations
• Improved consistency of brand voice in public-facing review responses