Mel Z

Founder and Senior Consultant

Tovana • Autônomo

Jan 2025 - Present • 1 yr 4 mos

🚀 As the founder of Tovana, I’m passionate about helping businesses create exceptional customer and user experiences. ✨ I specialize in: - Crafting CX/UX strategies that drive engagement and retention 📈 - Partnering with teams to elevate the way they connect with their users 🤝 - Designing seamless onboarding journeys 🛠️ At Tovana, we believe great experiences are at the heart of every successful business—and I’m excited to bring that vision to life! 💡

Product Analyst (CX)

Itti • Período integral

May 2024 - Present • 2 yrs

As a Product Analyst focused on VoC at Itti, I turn customer feedback into actionable insights that drive product and experience improvements. My work supports data-driven decision-making across the organization. ✨ Highlights: 🔍 Analyze VoC data (NPS, CES, CSAT, and custom surveys) to identify trends and customer pain points 📊 Build dashboards and reports that empower teams to act on customer insights 🧠 Translate qualitative and quantitative feedback into strategic recommendations 🤝 Partner with Product, CX, and Marketing to prioritize initiatives based on customer data 🛠️ Leverage tools like Qualtrics, Konnect Insights, AWS (Quicksight, Athena), and Salesforce to scale impact

Global Head of Customer Experience

Carepatron • Período integral

Jun 2024 - Jul 2025 • 1 yr 1 mo

In my role at Carepatron, I was responsible for 🔹 Team Leadership: Manage an international team, fostering collaboration to enhance onboarding, support, and overall customer experience. 🔹 Data-Driven Support: Monitor CX and product metrics to identify trends and drive strategies for adoption, retention, and activation. 🔹 Continuous Improvement: Analyze feedback and implement initiatives to improve usability and ensure seamless transitions onto the platform.