Customer Experience & Support Executive • SaaS & Startup Operations Leader
Scaling Global Support Teams, Systems & Strategy for High-Growth Environments
- Built and scaled a 50+ member customer support team from the ground up, delivering 24/7 global service and reducing response time by 30%.
- Directed a $4.5M support operations budget and oversaw teams of 300+ agents across multiple regions.
- Partnered with cross-functional leaders in product, engineering, and finance to align CX strategy with organizational growth and innovation goals.
Proven Track Record in CX & Support Leadership
Driving service excellence, customer loyalty, and measurable success:
Customer Experience (CX) Strategy
Customer Support Operations
Voice of the Customer (VoC) Programs
Escalation Management & Root Cause Analysis
NPS & CSAT Improvement
SLA, AHT, and FCR Optimization
SaaS (B2B & B2C)
BPO & Contact Center Outsourcing
Hospitality & Luxury Services
Identity Verification & Cybersecurity
Field Service Management
Real Estate & AP Automation
Operational Transformation & Process Excellence
Building scalable systems and streamlined operations for efficiency:
- Change Management & Process Optimization
- Global Team Building (Onshore, Offshore, Hybrid)
- Vendor & BPO Management
- Scalable Onboarding & Leadership Development
- Budget Management & P&L Oversight
- Data-Driven Strategy & KPI Reporting
Technology Enablement & CX Tools
Using automation and digital solutions to modernize support:
- AI & Automation in Support
- CRM & CX Platforms: Salesforce, Zendesk, Pendo, Gainsight
- Knowledge Base & Self-Service Strategy
- Incident & Risk Management: OpsGenie, LogRocket
- Contact Center & Telephony Systems (Five9, Genesys, NICE, AWS Connect)
Payments, Finance, & Compliance Operations
Leading secure and efficient payment operations at scale:
- Digital Payments (ACH, Virtual Cards, Bank Transfers)
- Payment Program Implementation & Training
- Cross-Functional Alignment (Product, Finance, Compliance)
- Payment Workflows, Risk Controls, and Regulatory Compliance
Results:
Built a team from 0 to 50+, reducing operational costs by over $2 million, and improved response time and issue resolution efficiency. The offshore support model resulted in a 50% reduction in operational expenses.
Case Study
Building a High-Performing Support Team
Situation:
The company had no structured support team, leading to inefficiencies and delayed issue resolution.
Task:
Build a team of over 50 people, establish a tiered support system, and implement a cost-effective offshore support model.
Action:
Collaborated with cross-functional leaders from HR, operations, and finance to design and implement the support team structure. Led the recruitment, onboarding, and training processes. Established a tiered system to efficiently route and resolve customer issues and selected offshore support partners.
Tools:
Recruiting platforms, training programs, offshore partner management tools.
Results:
Achieved a 38% deflection rate, significantly improving response times and reducing the workload on agents. This led to a 25% reduction in average resolution time and a 15% increase in customer satisfaction.
Case Study
Leveraging AI for CX Efficiency
Situation:
The CX team was facing inefficiencies and delays in issue resolution due to a lack of automation and AI tools.
Task:
Implement AI-powered tools to streamline customer interactions and reduce the time it took to resolve customer issues.
Action:
Partnered with cross-functional leaders from engineering, product, and IT to integrate AI tools such as Salesforce AI and Prosper for agent assistance. Introduced self-service capabilities based on data analysis of common customer issues to reduce support queries.
Tools Used:
Salesforce AI, Prosper, customer self-service platforms.
Results:
The project uncovered $8M in annual savings, including $5M in missed client chargebacks and $3M in fraudulent expenses over three years. Policy compliance improved 80%, while automated systems provided real-time visibility into T&E spending trends. Additionally, potential tax risks were mitigated, reducing exposure to regulatory penalties.
The partnership between Internal Audit and Business transformed a high-risk area into a strategic enabler of efficiency and transparency.
Case Study
CRM and CX Tool Implementation
Situation:
A multinational organization’s travel and expense (T&E) processes were outdated, manual, and inefficient, creating significant financial leakage and compliance risks. Policies had not been updated in over a decade, expense tracking was inconsistent across regions, and employees without corporate credit cards relied on cash advances.
Task/Activity:
Planned and executed a targeted audit of the T&E process across all U.S. locations served by a shared service center. The goal was to identify inefficiencies, compliance gaps, and financial risks while providing actionable recommendations to modernize the process. Key actions included:
- Data Analysis: Leveraged advanced analytics tools like Power BI to review three years of data, uncovering trends and anomalies.
- Policy Updates: Collaborated with stakeholders to revise outdated T&E policies and standardize contract terms for client reimbursements.
- Automation Implementation: Recommended automating the T&E process using an expense management system integrated with company credit cards to eliminate manual errors and improve transparency.
Results:
Achieved a consistent CSAT of 98%, with a 5% year-over-year improvement. Customers reported satisfaction through post-resolution surveys and direct feedback.
Case Study
Maintaining High CSAT Through Customer-Focused Strategies
Situation:
The company had fluctuating CSAT scores due to inconsistent touchpoints and unresolved customer issues.
Task:
Drive CSAT improvements by addressing customer frustration and ensuring timely issue resolution.
Action:
Collaborated with CX, support, and product teams to identify frustration points and design clear customer touchpoints. Acted as the first point of contact during escalations to ensure issues were resolved quickly and efficiently.
Tools Used:
CSAT surveys, customer feedback tools, escalation management systems.
Testimonials
What People Say
“The impact you have made on BuildOps in 365 days is truly remarkable!! You bring a balance of customer focus and process-driven ownership that make you an incredible force…Thank you for building your career here at BuildOps and what you do for our customers/team each and every day! Here’s to many more years of success.”
“This must be the 6th or 7th email I’ve seen like this in the last few months about Sabina. Exemplifying customer passion and knowing how to build massive raving fans -she is truly a master of her craft. Nothing makes me happier than reading messages from customers who love our products as much as our team members.”
“Sabina what you have done this year is awesome. You built a team of Support rockstars, hold our BuildOps teams accountable, and drive for results that make a positive impact. You do all of this to take care of our customers. Thank you for all that you do and keep taking us to the next level.”
“Halle strives to use innovative ways to perform audits to ensure audit quality and efficiency. He works collaboratively with auditees to ensure they understand the purpose of the audits being performed, thus minimizing potential negative connotations around audits and adding value to the company. He encourages his staff to think outside of the box when performing audits. He challenges his staff to do what is right, not to why is easy.”
About
What Grounds Me
I’ve always believed the work we do is only as strong as the why behind it. For me, that why has always been people—my family, my team, and the communities I care about.
This is the part of me that doesn’t always fit in a resume but shapes everything I do.
Where I Come From
I grew up in Kathmandu, Nepal. A place full of contrast—beauty and challenge, tradition and change. It’s where I learned early on that strength doesn’t always speak loudly. It shows up in quiet ways—in women who carry the weight of the world without asking for applause, in families who show up for each other no matter what.
That’s where I found my sense of purpose. That’s what still shapes how I lead and live.
My Compass: My Family
If you’ve ever worked with me, you’ve probably heard me talk about my kids. They’re my compass. They remind me daily what matters: listening before speaking, staying curious, making space for joy—even on the busiest days.
They’re also why I care so much about building better workplaces. Because I want them to grow up in a world where leadership looks like compassion and strength can be soft.
Travel = Perspective
Travel keeps me grounded. It reminds me how big and interconnected the world really is—and how much we all still have to learn. Some of my favorite moments have happened far from home, in unexpected places, with strangers who somehow left a mark.
And sometimes, the best journeys are right here—like a walk through the neighborhood, catching up with my kids, or having a quiet moment to think between the chaos.
What I Listen To When I Need To Reset
Books have shaped the way I lead. They’ve also taught me how to pause, reflect, and keep growing.
I’m big on audiobooks—I have about 48 downloaded at any time, and depending on what I need that day, I’ll press play on something that re-centers me.
A few that have stayed with me:
Simon Sinek – Every Single One
Every book, every podcast—Simon Sinek has challenged me to lead with intention, heart, and service. Start With Why, Leaders Eat Last, The Infinite Game, and Find Your Why helped me reframe what leadership means—especially in high-stakes, high-growth environments. His voice is often the one in my head when I need to zoom out and remind myself: people first.
Brené Brown – The Power of Vulnerability
Brené’s work gave me permission to lead as my full self. Dare to Lead was a game changer. But The Gifts of Imperfection, Rising Strong, and Braving the Wilderness helped me build resilience and lead through uncertainty—with courage and boundaries. I go back to her words often, especially when I need to find calm in the noise.
These voices have been part of my toolkit—not just as a leader, but as a human.
Always Learning, Always Becoming
I’m someone who’s always asking, “What else can I do better?” Whether it’s through my MBA + Data Analytics program, a new podcast episode, or late-night rabbit holes on systems thinking—I stay curious because I care about building better.
Community > Everything
I recently joined the Board of Advisors for the Women in Leadership Program at UConn. This isn’t just a seat at the table—it’s a commitment. I know what it’s like to lead quietly, to be underestimated, to push forward anyway. Now I want to make that journey easier for someone else.
This Is Me
I lead with process and data, but I live for connection.
I believe in building things that last.
And I show up fully, humanly, and with heart—every single time.