DAY IN PRODUCT

- Co-founded Day In Product - agency specialised in product advisory for companies and mentoring for product managers
- Created a hands-on training program for product owners, applied at major telco brand across CZ/SK market

Co-Founder

YOUPLUS

As a consultant, I worked with YOUPLUS on the following projects:

Culture Book - Spearheaded the Culture Book creation for YOUPLUS insurance, entailing user needs evaluation via surveys, coordination with graphic design firms, content creation, translations management, and overall project and product management.

International Intranet Launch - Directed the design and roll-out of YOUPLUS's international intranet. I devised an intuitive page map, curated compelling content, and crafted graphics, ensuring a user-friendly and inviting platform.

Product Management and Customer Experience Expert (Contract based)

Avast

- Drove clarity, quality, traceability, and conformity of requirements to deliver solutions customers love.
- Created alignment with internal business stakeholders and key external partners.
- Mapped and continuously improved customer journeys through the Avast B2B Order Management System.
- Led the entire system redesign, resulting in an estimated 40% improvement in NPS – transitioning from negative numbers to positive customer experiences.

Product Manager

As an entrepreneurial consultant, I partnered with leading organizations to spearhead diverse product and customer experience projects.
My role involved a dynamic blend of strategic planning, product management, user research, and cross-functional collaboration, ensuring the success of each venture from conception to launch.

Notable Projects:

- At Wüstenrot, I revolutionized internal sales by leading customer experience initiatives, employing design thinking and data-driven strategies to introduce advisor benefits.

- With Notum Technologies, I served as Interim Product Manager, meticulously capturing client requirements to guide custom software solutions through specification and implementation stages.

- At Konica Minolta, I analyzed digital workplace trends to inform product strategy for the WorkplaceHub, ensuring the delivery of solutions aligned with market needs and client expectations.

- For AXA, I orchestrated the vision and rollout of AXA's Intranet 2.0, managing development and ensuring seamless adoption through meticulous planning and testing.

My entrepreneurial journey has been marked by a relentless commitment to delivering exceptional user experiences and robust product solutions, establishing a track record of transformative impacts across industries.

Product Management and  Customer - Experience Expert (Contract based)

- Established and led an internal innovation program.
- Defined the innovation strategy and supervised its execution.
- Co-created internal software for collecting ideas from employees.
- Managed various innovation projects, including innovation clubs and more.
- Worked with external partners such as agencies, consultants, startups, etc.

Innovation Project Manager

- Led internal sales projects, including but not limited to mystery shopping, agent segmentation, customer satisfaction, and more.
- Participated in projects of other departments at AXA.
- Cooperated with external entities on relevant projects.
- Prepared analyses as per management request.
- Created new support materials for internal sales.

Internal Sales Project Specialist

Air Bank, a.s.

- Participated in banking software releases.
- Led team during the acceptance phase testing.
- Organized project resources as needed.
- Regularly reported to management.
- Communicated with and represented the company externally during the test coordination phase to entities such as ČNB, PPF Banka, GPE, Wincor-Nixdorf.

AKCENTA, spořitelní a úvěrní družstvo

- Led the development and implementation of an entire system for a small bank from scratch.
- Coordinated development with an external team.
- Communicated and represented the company to external entities such as ČNB, Czech Post, and Global Payments.

Passionately creating intuitive tools that customers love to use and make their lives easier in our ever-evolving digital world.

Is your product team struggling with mounting backlogs, poor cross-team communication, and misaligned priorities constantly slowing down your product delivery?

If so, you're not alone.

At Day In Product, we understand the challenges product teams face.

With over 10 years of hands-on experience in product departments of companies big and small, we've crafted a transformative training program to turn your product organization into a thriving community of empowered professionals.

Through a unique blend of self-paced online learning, live virtual workshops, and real-world project assignments, we bring a tangible, measurable shift in competencies and mindsets.

Together, we build collaborative product communities that bridge the gaps between management vision and customer needs.

All tailored to your specific needs and challenges.

What’s the impact of our work in real life?

📈 Increased Productivity

📈 Reduced Time to Market

📈 Improved Product Quality

📈 Autonomous & Aligned Teams

📈 Products Driven by Customer Insights

and so much more…

Curious to learn more? Let’s get connected and explore the possibilities.

1:1 CONSULTATION

A personalized 1:1 consultation to deep dive into your product challenges and how our tailored programs can transform your organization into a thriving product community aligned with customer needs and business objectives.

→ GO HERE: www.dayinproduct.com/book-1-on-1

JOIN OUR WORKSHOP: "BUILDING HIGH-PERFORMING PRODUCT TEAMS”

We run this workshop on a regular basis to help you discover how our transformative methodology empowers teams, streamlines delivery, and cultivates an innovation-driven culture. You’ll gain insights into building thriving product communities, mastering agile practices, and turning customer data into growth strategies.

→ GO HERE: www.dayinproduct.com/workshop

Leave outdated processes behind and embrace a future where product is the driving force behind your company's success.

Lucie Kovářová

BLEND Localization

Director of Customer Service

Managing and leading multi-national customer, translator, product support, knowledge, and training teams across multiple locations.
Successfully hiring, onboarding, and training new CSRs, developing and implementing a cost-effective training plan using LMS.
Implementing individual and team KPIs, achieving 90% CSAT by getting back to customers who rate the service poorly with an immediate solution.
Reducing SLA for FRT by implementing user tier prioritization and gradually lowering the FRT every quarter after hitting targets.
Ensuring all new releases/procedures are reflected in the Knowledge base and the Help Center.
Handling refund processing and chargeback handling through vendors such as Paypal and Adyen.
Continuously collecting feedback from support staff to suggest feature improvement to the Product team.
Managing various managerial tasks for efficient operation such as creating schedules, annual salary reviews, weekly meetings, and helpdesk administration.

Head Of Customer Support

One Hour Translation

Support Team Manager

Localization Quality Control Team

Customer Support Representative

Webologic Ltd.

Recruited staff by developing job descriptions, preparing job adverts, checking application forms, shortlisting, interviewing, and selecting candidates
Developed and implemented policies on working conditions, performance management, equal opportunities, disciplinary procedures, and absence management
Prepared staff handbooks and provided guidance on pay and other remuneration issues, including promotion and benefits
Conducted regular salary reviews and negotiated with staff and representatives on issues related to pay and conditions

Manager Assistant

Provided prompt and efficient customer service through responding to general inquiries via telephone, e-mail, and chat
Built strong and empathetic relationships with clients and earned a reputation for delivering exceptional customer service
Successfully resolved service issues and promoted additional services
Cross-trained and provided support to other customer service representatives as needed

Hey 😊

I'm Katia. Jumped into Customer Service Operations 12 years ago and it's been my thing ever since.

People often think service jobs are just for starters, like a warm-up act.

But get this — when you really dig in and see the big picture, beyond just the fixes, you find out it's a KEY role. 

You catch when a user hits a bump with what we've made. 
You pinpoint the problem and sort it out.
You loop in the higher-ups.
You prove it with data. 
Then, hit repeat.

taplio

The Battle

Lucie Kovářová

Kateryna Ostapenko💙💛

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