Melinda Genovese Email Address

Customer Success and Data Operations Professional

Carfax was added to CrunchBase in 2012

Innovative Customer Success and Data Operations professional with over 15 years of experience developing solutions to drive client satisfaction and organizational growth. Skilled in operationalizing strategy through process reinvention and optimization. Recognized for creating and leading high performing teams and exceeding goals. Customer Success/Data Operations •Developed collaborative client management ecosystem across internal relationship owners and external providers. Reduced client processing time by 70% through innovation and efficiency. •Integrated and revolutionized disparate and antiquated training programs. Reduced budget expenditures and increased client satisfaction. •Initiated call center customer survey and feedback loop. Reduced time to resolution and increased ability to proactively address client issues. Organizational Effectiveness •Successfully realigned customer service staff functions, creating QA/Trainer role, leveraging senior SMEs for internal training and outsourcing first level support. Reduced costs and enhanced client experience and staff engagement. •Implemented customer call tracking system. Improved quality of call handling and enabled management reporting on KPIs. •Refined job requirements/descriptions and established an intern program, resulting in reduced time to hire. Solution Delivery •Designed and led cross functional data operations project innovation. Resulted in improved customer service and satisfaction and delivery team engagement. •Instituted project management methodology and process improvements. Enabled collaboration and break down of functional silos. •Defined, documented, and launched new client facing service in collaboration with IT to enable double digit revenue growth. •Functioned as product manager for client services, driving application improvements and ensuring client expectations were exceeded.