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Spanish, English, Italian, French, Portuguese (Portugal, Brazil)
Buenos Aires, Argentina
Joined March, 2025
5.0
Free
Price per session
30 min
I'm Mel, I've worked in education for some years before moving into tech. I love sharing knowledge and the experiences I've lived, and learn from others while doing it. I really enjoy trying to put things into perspective and re-organizing chaos when there are too many things going on at once. From my years in leadership, I've learnt there's always something to improve and feedback is paramount to achieve your goals. I'd love to learn from your experiences and help you achieve your CX goals!
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I help CX professionals master the art of customer journey mapping, equipping them with the skills to analyze, design, and optimize user experiences in SaaS. Having worked extensively in SaaS companies and advised startup founders, I guide mentees through the entire mapping process—from gathering qualitative and quantitative insights to translating them into actionable improvements. With a postgraduate degree in UX research, I introduce mentees to a variety of mapping instruments, including service blueprints, experience maps, and ecosystem mapping. I teach them how to select the right framework based on business goals, align stakeholders around a shared vision, and use journey maps as a strategic tool for activation, engagement, and retention. My approach is hands-on, providing real-world case studies and exercises to help CX professionals not only create insightful journey maps but also use them to drive measurable impact within their organizations.
I mentor CX professionals on building and optimizing onboarding experiences that drive user activation and long-term engagement. With hands-on experience delivering hundreds of demos and designing in-app onboarding flows, I help mentees understand the key elements of an effective onboarding strategy—balancing education, engagement, and conversion. I guide professionals through best practices for live demos, ensuring they can tailor their approach to different customer segments and communicate value effectively. Additionally, I teach how to design and iterate in-app onboarding experiences using data-driven insights, leveraging tools like Appcues and Userpilot to create seamless, personalized journeys. My mentorship focuses on helping CX professionals develop a strategic mindset around onboarding, ensuring they not only introduce users to a product but also set them up for long-term success.
I help CX professionals and SaaS teams master the art of building knowledge bases that empower users and reduce support volume. With years of experience designing and implementing Help Centers for fast-growing startups, I guide teams through every stage—from information architecture and taxonomy to UX writing and in-app integration. Having worked closely with CX, Product, and Support teams, I teach mentees how to structure content around user intent, leverage analytics to identify gaps, and design self-service experiences that actually drive retention. My approach goes beyond articles—it's about building a scalable content ecosystem connected with tools like Intercom, Gorgias, Notion, and Userpilot. With a background in UX research, I introduce mentees to best practices in content auditing, knowledge flow mapping, and conversational support design. I show them how to create tone guidelines, define metadata for search optimization, and align Help Center strategy with the broader customer journey. My mentoring is hands-on, using real cases and frameworks that help professionals move from reactive support to proactive enablement—turning their Help Centers into a true growth lever for the business.
I help CX professionals and product teams harness the power of data to uncover insights that drive smarter decisions and stronger user experiences. With extensive experience in SaaS environments and voice-of-the-customer programs, I guide mentees through the full analysis journey—from gathering and cleaning data to translating patterns into actionable recommendations. Having worked with tools like Qualtrics, Konnect Insights, Athena, and Quicksight, I teach how to blend quantitative and qualitative inputs to reveal the “why” behind the numbers. My approach emphasizes storytelling with data—turning dashboards and reports into clear, persuasive narratives that influence product, marketing, and customer success strategies. With a background in UX research and analytics, I introduce mentees to frameworks for identifying leading indicators, building retention and churn models, and connecting insights to key business outcomes. I show them how to align stakeholders around evidence-based decision-making and use insights as a strategic advantage. My mentoring is practical and collaborative, combining real-world case studies with hands-on exercises so CX professionals learn not just to report data, but to turn it into impact—closing the loop between customer feedback and continuous product improvement.
I specialize in Customer Experience for SaaS, where retention and activation are just as critical as acquisition. Having worked in and advised multiple SaaS companies, I understand the unique challenges of driving user engagement in a fast-paced, subscription-based environment. I mentor CX professionals on strategies to improve onboarding, reduce churn, and optimize customer journeys using data-driven insights. From designing in-app experiences to aligning CX with product and sales teams, I help mentees develop the skills needed to create experiences that increase adoption, satisfaction, and long-term growth in SaaS businesses.
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My coordinator and I were able to show Melanie our onboarding project presentation so she could help us with improvements, and that was essential to our presentation (which was a success)!!!
Connecting with Melanie was a godsend for what I was looking for within my company. She not only helped me with very relevant insights for my project but also showed me ways I could improve the company's onboarding process. I was very lucky to meet Melanie, an excellent professional and a wonderful person! It was 100% worth it =)