Melisa Canevelli

WORK HISTORY

EDUCATION

SKILLS

ABOUT MELISA CANEVELLI

I am an experienced Head Of Customer Service | Senior Operations Manager | Program Manager with a proven track record of directing customer support operations and leading contact centre teams for global retailers, e-commerce and travel companies, focusing on continuous improvement of B2C/B2B support strategies, processes, and tools to ensure world-class customer experience.I am highly experienced at developing global leadership teams and defining organisational structures in line with strategy, mission and vision. I am adept at setting clear and measurable SLAs, KPIs, OKRs, business continuity plans and risk assessments to drive achievement. I standardise programme delivery processes, defining control points and driving constant improvement through analysis of lessons learned workshops to increase success of critical accounts. Furthermore, I lead the development of ideal network strategies, including BPO requirements and manage new site openings to ensure BAU.During my career, I have worked for / with many top-tier organisations, including Amazon, Expedia, Booking.com, Skyscanner, ExxonMobil & Johnson Controls (JCI). My achievements include: ExxonMobil added equal employment opportunities to the Buenos Aires business support centre. As HR Advisor & Team Leader led migration of EEO ops during 6-month US training programme and successfully coordinated knowledge transfer, processes and SAP/EEOC/AAP system migrations, analysing compliance of 70k+ US employees. Amazon’s physical CS sites had regular Gemba Walks with managers welcoming bottom-up improvement ideas. As Customer Service Operations Manager implemented virtual Gemba Walk process, leading to 2 ideas implemented within the first month, resulting in faster warranty item processing and personal item recovery:Customer Service Operations | Operations Management | Service Strategy | Service Delivery | Contact Centre Management | Omni-Channel Communications | Coaching & Mentoring | Customer Relationship Management | Customer Success | Customer Satisfaction | Voice of Customer Analytics | Transformational Leadership | Staff Development | Stakeholder Management | Strategic Partnerships | Commerce | E-commerce | Budget Management | Finance | Training Design & Delivery | Contract Negotiation (SLA/ OKR)| HR & Employee Retention | Continuous Improvement | Employment Laws & Regulations | Monitoring & Reporting KPIs | Monitoring OPEX & CAPEX | B2B, B2C & Startups | Software as a Service (SaaS)| Project Management | Lean Six Sigma