Laura Mcmorran Email & Phone Number

Frontline Performance Group (FPG) believes in the potential of people and our proven ability to harness that potential to drive tangible frontline results that last. FPG transforms front desk operations into profit centers for leading hospitality, car rental and automotive brands worldwide by elevating the performance of their frontline agents, while enhancing customer satisfaction. For over 25 years, FPG has generated billions in incremental revenue for our clients through a proven system of customized consulting, groundbreaking technology, one-on-one coaching, and proprietary training. The end result is higher earnings, increased enterprise valuations, and an enhanced experience on both sides of the front desk—with engaged agents and happy customers.

As a Customer Success Manager for Burnalong I empowered employers to cultivate a culture of workplace wellness through our comprehensive digital and local well-being solution. I played a crucial role in enhancing the client experience for the SMB vertical by leading cross-functional collaboration efforts, developing valuable resources, and authoring the SMB sector's account management playbook. I also spearheaded the creation of a comprehensive Onboarding and Implementation Toolkit, which had a significant impact on improving client onboarding success. Furthermore, my dedication to building strong relationships and driving customer success played a pivotal role in fostering client satisfaction and contributing to Burnalong's overall success.

During my tenure as a Social Media Marketing Strategist at The Parkes Companies, I demonstrated strong creativity by crafting captivating visuals and engaging copy that resonated with our target audience. I leveraged analytics tools to track and analyze social media performance, deriving actionable insights that informed strategic marketing decisions and content development.

Boulder, Colorado

As Practice Manager at Boulder Dental Arts, I successfully implemented HR programs that significantly reduced staff turnover. I managed bi-weekly payroll processing, presented treatment plans to patients, and executed in-office payment plans that boosted revenue. My role involved overseeing employee relations, scheduling, productivity, collection outreach, insurance claims, and financial reporting, all while ensuring superior patient service and resolving concerns with professionalism and compassion.

Boulder, Colorado, United States

During my brief tenure at Ajeva, a startup, I spearheaded the creation of comprehensive Activation and Engagement strategies. Within a short timeframe, I independently developed an effective Onboarding and Customer Activation system, delivering personalized webinar training and support to new clients for successful adoption within the first 30 days of the customer lifecycle. Furthermore, I established metrics to track early process and product adoption, significantly contributing to the company's growth and success.

Ogden, Utah, United States

As a Supplier Relationship Manager, I leveraged internal software tools to efficiently address a high volume of inbound exception tickets, resolving issues like product shortages and overages from external suppliers. I adeptly cultivated strong relationships with suppliers and internal stakeholders through effective communication via phone and email, swiftly resolving operational challenges and consistently surpassing key performance targets. Additionally, I proactively identified areas for process improvement, surpassing internal standards and contributing to operational excellence.

Draper, Utah, United States

Led the development of PHL’s Client Onboarding and Activation Team, providing clients with a "white glove" onboarding experience, resulting in efficient implementation across provider locations. Managed a substantial portfolio, achieving a funding goal of $500,000 quarterly. Accelerated account activity, with applications submitted twice as fast, 90% within the first 30 days, with the majority within 7 days. Cultivated strong client relationships, contributing to an impressive NPS score of 71. Conducted regular live training webinars and impactful calls, earning a reputation as an enthusiastic and inspiring first point of contact. Continuously updated training resources, ensuring client success and enhancing the team's performance.

Greater Nashville Area, Tn

As the Primary Liaison (NCOIC) for critical intelligence communities including Fort Campbell Intelligence Community, NSA Intelligence Community, Interagency, INSCOM, and the Fort Campbell Foundry, I played a pivotal role in ensuring mission success through effective communication and management of sensitive compartmented information (SCI) programs and resources. My responsibilities included implementing and enforcing policies, overseeing SCIFs compliance, tracking personnel clearances, conducting QC for intelligence briefings, and maintaining adherence to DCID, DIA, DoD, and DA regulations. Additionally, I utilized specialized tools such as SkyNet, ISR Temple, Misrep Analysis Tool (MAT), SIRIS, mIRC, CAOC, and WOC to enhance my skills as a Mission Intelligence Coordinator (MIC) for the MQ-1/9 community. My unique ability to build and maintain strong relationships with various intelligence communities contributed significantly to the success of critical missions and operations.