Kata Török-Pál

I led the product discovery and development of the platform that combines machine learning with human interaction. The solution automates at least 40% of customer contacts and enables customer support teams to focus on more complex customer issues. I was responsible for validating the product-market fit, scoping and building the minimum viable product, and optimizing the platform based on customer insights. I coordinated the work of a 20-people cross-functional team, including product and account managers, designers, data analysts, and developers. I also managed the whole project development, including the budget, stakeholder engagement, and backlog prioritization.

Perfect Chat consists of a cloud-based back-end database with unique machine learning capabilities and a web-based user interface for contact center agents. The product is deployed and used by several insurance companies and government organizations with millions of end-users.

The project included building the product web pages, setting up and evaluating web analytics, and fine-tuning the UX and UI for maximum conversion and customer satisfaction. I managed a 20+ cross-functional team of product managers, web designers, marketers, data scientists, and developers to complete the project.

My responsibilities included facilitating product discovery, planning and conducting scrum sprints, evaluating customer insights, and coordinating the project work from ideation to launch. I was also responsible for managing the budget and providing reports to the project sponsors. I acted as a consultant, coaching the team on Agile processes and sharing best practices for conversion optimization.

I managed to increase the online conversion of the product portfolio by 78% on average, with a few products more than doubling their conversion rate.

I managed the API integration of Liveperson Conversational AI into the internet bank's web, iOS, and Android apps. The messaging solution is available for authenticated customers with the OAuth 2.0 protocol. Bank employees can access the platform via single sign-on (SSO), which was also handled by my team.

I coordinated a 30-people cross-functional team of web developers, designers, legal, IT security, and marketing professionals. I was also responsible for the budget, change management, and project schedule that has launched successfully on time.

Fruccola Bird is an innovative food delivery system that combines the physical and digital customer experience to adapt to the changed lifestyle of working professionals during the pandemic. The system includes native iOS and Android apps, checkout-less, Grab&Go vending machines, and a cloud-based admin system.

I handled the solution's product discovery, process improvement, and product development. I also managed a team of developers, designers, and digital marketers and was responsible for the product backlog, stakeholder management, and communication strategy. The product has been operating successfully for two years, with a launch date during the pandemic.

I coordinated the customer support team's design, launch, and operations during the COVID-19 pandemic.

The project included:
• Setting up a remote contact center infrastructure with phone, email, and chat technology and single sign-on authentication
• Coordinating the recruitment and training of 350 agents for the contact center available in six languages
• Managing the supervisor team of 20 elements and stakeholders from the client's side
• Creating and conveying daily and weekly operational reports and monthly business reviews
• Managing the budget, invoicing, change requests, and various deadlines

I successfully launched the project in the first weeks of pandemic-induced lock-down with an 87% customer satisfaction rate.