CX & Operations Leader · Fractional Executive

Clarity is
cheaper than chaos.

Unclear ownership. Slow execution. Too many tools, zero visibility. Teams firefighting instead of building.

I fix how your operations actually run — so the business can scale without breaking.

Book a Clarity call View case studies

10+ years · EU & US markets · Measurable outcomes guaranteed

3.1x
ROI · Workflow redesign
−67%
Resolution time
−28%
Operational costs
+16%
NPS improvement
€36k+
Annual value · Single project

The Problem

What worked before doesn't scale.
That's where things start breaking.

The team is strong. The product works. But as things scale, execution starts breaking — and it's not clear where or why.

Customer communication is everywhere

Emails, Slack, WhatsApp — nobody knows what was promised, to whom, or when. Every handoff is a gamble.

Nobody owns the outcome

Tasks get assigned but not completed. Issues escalate with no clear owner. Blame circulates while the problem grows.

Your team is always firefighting

Every day starts with yesterday's fires. There's no time to build, improve, or think ahead — only to react.

You can't see what's actually happening

No reliable dashboards. No trusted data. Decisions made on gut feel — which means the same problems keep coming back.

Case Studies

Proof of execution,
not promises.

Four real engagements. Each one starts with a broken system — and ends with measurable results.

CX Systems Migration

From inbox chaos to owned customer lifecycle

Customer onboarding lived across inboxes, Slack, and calls. No ownership. No visibility. Every case was a risk.

1,100hsaved annually
€36k+saved annually
Structured onboarding across all cases
Ops Simplification & Automation

More output, no new hires

Growth meant hiring more — because processes were duplicated and unclear. Work slowed down as the team scaled.

−28%Operational costs
3.1xROI
Higher output without hiring
Helpdesk & Ticket Strategy

From reactive support to predictable operations

Support was reactive. No visibility into why customers were contacting support — only volume.

100%Visibility into contact drivers
−10%Ticket volume
Shift from reactive → proactive support
SLA Redesign & CX Alignment

From siloed teams to aligned delivery

Sales, Support, Manufacturing, and Logistics worked in silos. No shared expectations. No clear handoffs. Delays were constant.

−67%Delivery time
Clear ownership across teams
Predictable cross-team execution
1 / 2

Measurable Impact

Numbers that show up
on the P&L

These aren't estimates. They are validated outcomes from real engagements — tracked, measured, and reported.

0x
ROI
Return through redesigned post-sales workflows
−0%
Resolution time
Reduction via structured ticket routing
−0%
Operational cost
Via automation audit and workflow redesign
+0
NPS
Net Promoter Score improvement post-redesign
€0
Annual value
Created in a single Q1 migration project

How I Work

I don't consult. I operate.

The work starts by understanding how the system actually runs — not how it's documented. What's broken becomes visible, gets fixed with the team, and then measured.

1

Audit

I map the current state — every touchpoint, every handoff, every gap. Reality first, assumptions second.

2

Diagnose

Data leads to root causes — not symptoms. The actual reason the system produces the results it does.

3

Redesign

We rebuild the logic together with your team — so the fix is understood, owned, and sticks after handover.

4

Measure

I track what changed. Before/after data for every engagement — because if we can't measure it, we haven't fixed it.

Things don't need to be complex to work. Clarity, ownership, and structure drive results — for the team, the customer, and the P&L.
Eva Šťastná — CX & Operations Leader

Eva Šťastná

CX & Operations Leader · Fractional Executive

Execution gets fixed where it actually breaks — inside the day-to-day work, not just in documentation. The focus is on clarity, ownership, and measurable outcomes.

10+ years across EU & US markets · Built and scaled CX operations in high-growth environments

Services

What I fix

I step in where operations break — and fix what's actually causing it.

Customers complain about things your dashboards don't track.

Your CX looks fine on paper — but customers repeat themselves, chase updates, and quietly drop off. The problem isn't visible in your metrics because it lives between teams. I find where trust breaks — and fix the flow end-to-end.

Journey mapping Friction audit Churn analysis NPS / CSAT design

Teams are aligned in meetings — and misaligned in reality.

Sales promises one thing. Support handles another. Ops works with different priorities. Everyone thinks they're aligned — until work starts moving. That's where gaps, delays, and frustration show up. I align teams around one flow, one ownership model, and one definition of success.

Cross-functional alignment Operating model Handoff design End-to-end ownership

You're hiring more — but the backlog stays the same.

More people should mean more output. But instead, complexity grows. Work gets duplicated, handovers increase, and no one sees the full picture. I fix the system so growth actually reduces workload — not amplifies it.

Capacity planning Ticket routing Team onboarding Reporting layer

No one actually knows what "good" looks like.

There are no clear standards. No shared definition of "done." Teams make their own calls, measure different things, and success is… vague. So performance is inconsistent — and impossible to scale. I define SLAs, KPIs, and decision rules so everyone works towards the same outcome.

SLA design KPI frameworks Performance structure Decision rules

What people say

Recommendations

From people I've worked with across teams and leadership roles

"Eva was a key member of our leadership team. She professionalized our international customer service and brought structure into a fast-growing environment."

Built high-performance teams and supported leadership with practical, scalable improvements.

Nicole E. Head of People & Operations

"Eva identifies the right problems and optimizes them based on real business needs."

Her work directly contributed to time and cost savings during company growth.

Dana O. Founder & COO

"Eva built structured, high-performing teams and implemented systems that scale."

Brings clarity, ownership, and long-term vision to operations.

Nora F. CEO & Board Advisor

Where it breaks

What worked before doesn't scale.
That's where things start breaking.

You don't see where execution breaks — you feel it. In 45 minutes, we pinpoint where your system leaks time, ownership, and revenue.

We'll look at your setup and identify where execution breaks.

Book a Clarity call How I work

10+ years · EU & US markets · Measurable outcomes guaranteed