Melody Medina is the owner and CEO of Channels (or The Direct Channels Group), which she founded in 2008. She provides the leadership, strong intuition, and seasoned management expertise to make brand dialogues powerful and memorable, leading to brand and customer experiences that establish long-term bonds with valuable customers.

Melody is a seasoned multi-channel marketing professional with over 15 years of domestic and international experience connecting excellence in customer service delivery with brand development in telemarketing, teleweb, and call center operations, as well as “feet on the street” or retail channels. Melody has created and improved live dialogues in servicing for several Fortune 500 companies with an eye on results. Her recommendations have increased customer satisfaction scores, and have generated long-term customer loyalty behaviors such as increased tenure, likelihood to recommend, referrals and repeat transactions.

Melody specializes in cross-matrixed servicing environments, and has cultivated close relationships with several companies who provide outsourced call center operations and service delivery for large and small clients across a broad range of initiatives. With this experience, she provides informed recommendations on servicing partnerships, develops training to maintain consistent servicing abroad, and can lead contract negotiations to support any client program.

Before starting her own company, Melody led Ogilvy and Mather’s Live Dialogue Consulting Group as a Senior Partner. Under her leadership, she was able to improve business for every project she managed including customer acquisition, early engagement, loyalty and retention, and customer satisfaction programming for both business to business and business to consumer customers. Originally from rural Wyoming, Melody has a wild west attitude that serves her well in her new hometown, New York City.