Mark Beauregard
Director - Omnichannel Service Center
- Role
- Director - Omnichannel Service Center at Ahold Delhaize USA
- Location
- Hudson, MA, US
- LinkedIn followers
- 500 followers
About Mark Beauregard
Transformational CX and Contact Center leader with a proven track record driving…
Experience
Director - Omnichannel Service Center
Feb 2024 — Present · Quincy, MA, US
Providing leadership for the customer contact center supporting the local brands of Ahold Delhaize USA. Delivering a \"Customer Obsessed\" mindset through multichannel outreach including phone, chat, email, and social media. Overseeing a team of approximately 200 customer service professionals ranging from management, supervisors, representatives, and temporary workers. Key Focus Areas: Partner to deliver on multi-year journey to deliver excellent service to customers. Identify and implement performance measures to drive desired business outcomes. Develop talent to be service-minded and result-oriented. Collaborate with key partners across the Ahold Delhaize USA organization to reduce service issues, resolve and reduce call drivers while ensuring best in class customer satisfaction scores. Partner with technology teams to identify and implement customer service technology trends to enhance efficiency of customer service representatives. Define and document Call Center Standard Operating Procedures ranging from Performance Improvement Plans, Job Functions, and Attendance Policies. Partner with Business Process Outsourcing teams to increase efficiencies while reducing operating costs.
Education
Anna Maria College
MBA
2008 — 2010
Assumption College
BA
2004 — 2010
Skills
- Contact Centers
- Program Management
- Strategic Planning
- Vendor Management
- Sales Operations
- Customer Retention
- Budgets
- Strategic Partnerships
- Customer Satisfaction
- Training
- Mobile Devices
- Wireless
- Product Marketing
- Troubleshooting
- Strategy
- Project Management
- Marketing
- Leadership
- Voip
- Sales
- Voice Over Ip (Voip)
- Call Centers
- Go-to-Market Strategy
- Competitive Analysis
- Management
- Cross-Functional Team Leadership
- Product Management
- Telecommunications
- Product Development
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