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Team membersDr. Mandy McLaughlin

Dr. Mandy McLaughlin

Senior Beauty Advisor·Senior·herminia_gulgowski11@hotmail.com

Rating distribution

5
226
4
128
3
61
2
37
1
41

QA performance

Total evals
4
All-time, excludes invalidated
Avg QA score (30d)
—
Avg CSAT (30d)
4.14 / 5
+0.04 starsvs. prior 30 days
AI-acceptance rate
100.0%
0 of 20 overridden

Category breakdown

  • Resolution Quality+2 vs team
    80 this agentteam avg 78
  • Communication+2 vs team
    80 this agentteam avg 78
  • Empathy+6 vs team
    85 this agentteam avg 79
  • Process & Ownership+0 vs team
    80 this agentteam avg 80
  • Compliance & Safety+7 vs team
    100 this agentteam avg 93

Weekly score trend

Need at least 2 weeks with evaluations to chart a trend. Dr. Mandy McLaughlin currently has data for 1 week out of 4 total evaluations.

Recent evaluations

Showing 1 - 4 of 4
Date
Ticket
Score
Top category
Lowest category
Thursday, February 12, 2026Loyalty points not posting100Empathy (100)Compliance & Safety (100)
Tuesday, November 18, 2025Birthday gift not received84Empathy (100)Process & Ownership (80)
Friday, July 25, 2025App crashes at checkout75Compliance & Safety (100)Process & Ownership (80)
Thursday, July 17, 2025Missing samples in order50Compliance & Safety (100)Process & Ownership (60)
Page 1 of 1

Recent coaching notes

Open coaching
  • 100Loyalty points not postingThursday, February 12, 2026
    Owned the ticket through close without handing it off.
    When reassigning, leave a one-line handoff note so the next agent has context.
  • 84Birthday gift not receivedTuesday, November 18, 2025
    Used the customer's name and referenced their prior order history.
    Match the customer's tone — when they're frustrated, lean more empathetic in the first reply.
  • 75App crashes at checkoutFriday, July 25, 2025
    Used the customer's name and referenced their prior order history.
    Match the customer's tone — when they're frustrated, lean more empathetic in the first reply.
  • 50Missing samples in orderThursday, July 17, 2025
    Used the customer's name and referenced their prior order history.
    Tag the ticket so it slots into the right reporting bucket.

Coaching highlights

What's going well
  • Used the customer's name and referenced their prior order history.· seen 3×
  • Confirmed resolution before closing the ticket.
  • Offered a proactive next step the customer didn't have to ask for.
  • Owned the ticket through close without handing it off.
  • Wrote a clean, scannable reply — short paragraphs, clear next action.
Where to focus next
  • Match the customer's tone — when they're frustrated, lean more empathetic in the first reply.· seen 3×
  • When reassigning, leave a one-line handoff note so the next agent has context.· seen 2×
  • Address every question the customer raises, not just the first.
  • Confirm resolution before closing — a short "does this work for you?" goes a long way.
  • Tag the ticket so it slots into the right reporting bucket.

Score ↔ CSAT correlation

Building this insight — need 20 paired evaluations + responses, you have 2.
Tickets2113Responses599
Showing 1 - 50 of 50
External ID
Subject
Status
Priority
Customer
Company
Assigned to
Channel
Tags
Resolution
Survey state
Response
QA
Signals
Created
Closed
36905032App login problemClosedLowAudie Windler—Dr. Mandy McLaughlinChat
gift-card
6h●Responded5/5——May 23, 2026May 24, 2026
51823201App crashes at checkoutClosedNormalGabriel Crona—Dr. Mandy McLaughlinEmail
shipping
1d●Responded4/5——May 23, 2026May 26, 2026
31625561Birthday gift not receivedSolvedHighGarry Stiedemann—Dr. Mandy McLaughlinChat—3h○Sent, no reply———May 23, 2026-
32886440Gift card balance questionSolvedNormalKody Kling—Dr. Mandy McLaughlinPhone
influencersamplesfragrance
5h○Sent, no reply———May 22, 2026-
67242822Klarna / Afterpay split issueClosedLowFrank Mante II—Dr. Mandy McLaughlinChat
shipping
7h○Sent, no reply———May 22, 2026May 28, 2026
50042941Foundation match helpSolvedLowMolly Graham—Dr. Mandy McLaughlinChat
gift-carddamaged
1h●Responded10/11——May 22, 2026-
90975436App login problemSolvedHighDavin SchadenModern MercantileDr. Mandy McLaughlinChat
returnsfragrancegift-card
2d 5h●Responded3/5——May 22, 2026-
75709761App login problemSolvedNormalVernon Greenholt—Dr. Mandy McLaughlinEmail
shade-matchfragrance
3h○Sent, no reply———May 22, 2026-
73609625Cancel order requestPendingLowClaudine Daugherty-Boyer—Dr. Mandy McLaughlinChat
vipbopiswholesale
-—Skipped———May 22, 2026-
38479724Cancel subscription / Auto-replenishSolvedHighJulius Predovic—Dr. Mandy McLaughlinEmail—1d●Responded10/11——May 22, 2026-
46898471App crashes at checkoutSolvedNormalTheodore JonesAurora Hotels GroupDr. Mandy McLaughlinEmail—6h●Responded5/5——May 22, 2026-
31552900Influencer code not workingSolvedLowJuana Baumbach—Dr. Mandy McLaughlinChat
loyaltyshade-matchinfluencer
2h○Sent, no reply———May 22, 2026-
66480546Loyalty points not postingSolvedNormalGeraldine Dooley V—Dr. Mandy McLaughlinEmail—2d 10h○Sent, no reply———May 22, 2026-
78395140Gift card balance questionSolvedNormalMs. Ella Kozey Sr.—Dr. Mandy McLaughlinEmail
returns
20h○Sent, no reply———May 22, 2026-
85400708Address change after shippingSolvedHighMichele Turcotte—Dr. Mandy McLaughlinSocial—1d 1h⊘Not fired———May 22, 2026-
58236364App login problemSolvedNormalTerence Schiller—Dr. Mandy McLaughlinChat
loyaltydamagedvip
3h⊘Not fired———May 22, 2026-
61345688Gift card balance questionSolvedHighOpal Considine—Dr. Mandy McLaughlinEmail
refund
2d 9h●Responded3/5——May 22, 2026-
32900274Item authenticity concernSolvedHighDella Cruickshank—Dr. Mandy McLaughlinEmail
refundsamples
6d 7h○Sent, no reply———May 22, 2026-
73309815Order arrived damagedSolvedNormalTobin Dibbert—Dr. Mandy McLaughlinSocial
wholesaleapp
4h⊘Not fired———May 21, 2026-
43889090Pro discount enrollmentSolvedUrgentLaisha Gusikowski—Dr. Mandy McLaughlinChat
wholesaleshade-match
3h○Sent, no reply———May 21, 2026-
25879149Missing items in shipmentSolvedNormalHaskell Barrows—Dr. Mandy McLaughlinEmail
fragrance
1h○Sent, no reply———May 21, 2026-
63295547Influencer code not workingSolvedHighZechariah Blick—Dr. Mandy McLaughlinPhone
shipping
1d 11h○Sent, no reply———May 21, 2026-
55137317BOPIS order cancelled at storeSolvedLowKay Schoen—Dr. Mandy McLaughlinChat
gift-cardvipapp
4h○Sent, no reply———May 21, 2026-
97976204Item authenticity concernClosedLowCharlie Kling—Dr. Mandy McLaughlinPhone
samplesreturns
6h●Responded9/11——May 21, 2026May 28, 2026
46652684Lost package follow-upPendingNormalEd Treutel-Boyer—Dr. Mandy McLaughlinEmail
viployalty
-—Skipped———May 21, 2026-
87550896Store experience feedbackClosedNormalOrrin Lesch—Dr. Mandy McLaughlinChat
shade-matchbopis
5h○Sent, no reply———May 20, 2026May 27, 2026
58375513Return after 30-day windowSolvedLowHaleigh D'Amore—Dr. Mandy McLaughlinEmail
influencerrefundwholesale
7h⊘Not fired———May 20, 2026-
64056555Loyalty points not postingClosedNormalMs. Dallin Schmitt—Dr. Mandy McLaughlinEmail
app
16h●Responded5/5——May 20, 2026May 22, 2026
67310905App crashes at checkoutSolvedLowRoy D'Amore—Dr. Mandy McLaughlinChat
vipgift-carddamaged
2d 3h●Responded4/5——May 20, 2026-
95692622Allergic reaction concernSolvedNormalBradford Mraz—Dr. Mandy McLaughlinEmail
damaged
3h●Responded5/5——May 20, 2026-
28686306Refund not receivedSolvedHighNathaniel Lynch—Dr. Mandy McLaughlinEmail—2d 13h○Sent, no reply———May 19, 2026-
80797709App login problemSolvedNormalDr. Liam Waelchi—Dr. Mandy McLaughlinChat
bopisvip
2d○Sent, no reply———May 19, 2026-
53946443Refund not receivedSolvedNormalSherman Gleason—Dr. Mandy McLaughlinEmail
bopisrefundsamples
6h○Sent, no reply———May 19, 2026-
76547869Restock alert for backorderSolvedHighDr. Carey Waters—Dr. Mandy McLaughlinChat
shippingfragrance
1h⊘Not fired———May 19, 2026-
76508905Wrong shade sentSolvedNormalGeraldine Bahringer—Dr. Mandy McLaughlinEmail—19h○Sent, no reply———May 19, 2026-
98809307Loyalty points not postingClosedHighEsteban O'Connell—Dr. Mandy McLaughlinEmail
damaged
2d 5h⊘Not fired———May 19, 2026May 28, 2026
70183791Pro discount enrollmentSolvedNormalGianni Hegmann—Dr. Mandy McLaughlinChat—1h⊘Not fired———May 18, 2026-
67462633App login problemClosedHighAliyah Rutherford DDS—Dr. Mandy McLaughlinChat
vipappbopis
1d 21h●Responded3/5——May 18, 2026May 21, 2026
39551188Cancel subscription / Auto-replenishSolvedNormalElsie Bernier—Dr. Mandy McLaughlinChat
shipping
3d 6h⊘Not fired———May 18, 2026-
43850377Wholesale order questionSolvedNormalGia Hodkiewicz—Dr. Mandy McLaughlinEmail—6h○Sent, no reply———May 18, 2026-
07360562Order arrived damagedSolvedHighRoland Ortiz-McGlynn—Dr. Mandy McLaughlinEmail
shippingsamples
6h○Sent, no reply———May 17, 2026-
07729819Return after 30-day windowSolvedNormalOttilie Stroman—Dr. Mandy McLaughlinChat
refundfragranceapp
1h●Responded5/5——May 16, 2026-
20684410Lost package follow-upPendingNormalDr. Salvatore Collins—Dr. Mandy McLaughlinChat—-—Skipped———May 16, 2026-
99842325Shipping cost questionSolvedNormalLizzie Wisoky—Dr. Mandy McLaughlinEmail—5h●Responded4/11——May 15, 2026-
93016971Store experience feedbackSolvedHighJuana Baumbach—Dr. Mandy McLaughlinChat
returns
1d●Responded4/5——May 15, 2026-
61978839Influencer code not workingSolvedLowMichele Turcotte—Dr. Mandy McLaughlinEmail
shipping
1d 6h○Sent, no reply———May 15, 2026-
85758073Store experience feedbackClosedLowWillis Yundt—Dr. Mandy McLaughlinEmail
returnssamplesshade-match
2h○Sent, no reply———May 15, 2026May 22, 2026
83746002Allergic reaction concernSolvedLowDemario Stanton-Zieme II—Dr. Mandy McLaughlinEmail—6h○Sent, no reply———May 15, 2026-
19524535Wholesale order questionSolvedLowDr. Elsa Stroman DVM—Dr. Mandy McLaughlinEmail
gift-card
3h○Sent, no reply———May 15, 2026-
18354055Cancel subscription / Auto-replenishSolvedNormalLudwig Ratke—Dr. Mandy McLaughlinEmail—4h○Sent, no reply———May 15, 2026-
Page 1 of 1

Properties

Team member
Name
Dr. Mandy McLaughlin
Role
Senior Beauty Advisor
Team
Senior
Region
North America
Group
Returns & Exchanges
Hired
Mar 5, 2023
Manager
Jessie Heaney
Store assignment
—
Shift
Americas-PM
Specialties
gift-cards, loyalty, skincare, returns
Beauty Advisor level
—
Monthly review
4.9
Tickets
Tickets handled
2,113
Responses
Responses
599
Avg rating
4.85