Where it breaks Case studies How I work Services
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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.

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

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.

I partner with companies outgrowing their operations.

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.

You're already paying for this — just not in a line item.
It shows up in delayed revenue, duplicated work, and headcount you shouldn't need.

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 scattered across inboxes, Slack, and calls — no ownership, no visibility.

1 100hsaved annually
€36k+saved annually
Ops Simplification & Automation

More output, no new hires

Duplicated, unclear processes meant growth required more headcount — work slowed as the team scaled.

3.1xROI
−28%Operational costs
Helpdesk & Ticket Strategy

From reactive support to predictable operations

No visibility into why customers contacted support — the team only tracked volume, never root causes.

100%Visibility into contact drivers
−10%Ticket volume
SLA Redesign & CX Alignment

From siloed teams to aligned delivery

Sales, Support, and Logistics had no shared expectations or handoffs — delays were constant across every order.

−67%Delivery time
Clear ownership across teams

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 real problem lives between teams.

Journey mapping Friction audit Churn analysis NPS / CSAT design

Teams are aligned in meetings — and misaligned in reality

Sales, Support, and Ops work toward different goals. Work starts, but nothing moves cleanly. 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. Instead, work gets duplicated, handoffs increase, and complexity grows. I fix the system so growth actually reduces workload.

Capacity planning Ticket routing Team onboarding Reporting layer

No one actually knows what "good" looks like

There are no clear standards. Teams measure different things, make different calls, and performance becomes inconsistent. I define SLAs, KPIs, and decision rules so execution is predictable.

SLA design KPI frameworks Performance structure Decision rules

What people say

Recommendations

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

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

Nicole E. Head of People & Operations

"Eva identifies the right problems and solves them based on real business needs — her work directly contributed to time and cost savings during our growth."

Dana O. Founder & COO

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