Open to opportunities

Sabina Rana

@sabinarana

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Results-driven Customer Operations Executive with 20+ years of experience.

United States

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What I'm looking for

I am seeking a role that allows me to leverage my extensive experience in customer operations and BPO partnerships, focusing on strategic growth and innovation in a collaborative environment.

I am a results-driven Customer Operations Executive with over 20 years of experience in leading support operations and scaling global BPO partnerships across various sectors, including SaaS and healthcare-adjacent environments. My expertise lies in vendor governance, SLA/KPI performance oversight, and compliance-aligned process design. I have successfully delivered measurable outcomes, such as a 50% reduction in operational costs and a 20% increase in Net Promoter Score (NPS), demonstrating my ability to drive efficiency and enhance customer satisfaction.

Throughout my career, I have led cross-functional initiatives involving IT, compliance, customer experience, and product development. My hands-on leadership approach and startup mindset have enabled me to build, optimize, and grow BPO-enabled service models effectively. I am passionate about leveraging data analytics and automation to improve service delivery and operational efficiency, and I thrive in environments that challenge me to innovate and implement strategic solutions.

Experience

Work history, roles, and key accomplishments

Current

Strategy Consultant

Current

Independent Consulting

Jul 2024 - Present (11 months)

Provided strategic consulting on BPO development and operational optimization for clients, enabling scalable growth and enhanced service delivery. Achieved significant improvements in client acquisition and operational efficiency through targeted advisory services.

BPO Optimization

Head of Customer Support Operations

BuildOps

Mar 2021 - Jul 2024 (3 years 4 months)

Directed customer support operations for a cloud-based solution provider, implementing digital solutions and optimizing workflows. Drove significant improvements in customer satisfaction and operational costs.

Customer Support Operations Workflow Optimization

Site Director, Member Support

ID.me

Jul 2024 - Jul 2024 (0 months)

Led large-scale customer support operations for a digital identity verification platform, optimizing workflows and implementing AI-driven solutions. Achieved significant improvements in service efficiency and client retention.

Customer Support Operations Workflow Optimization Customer Retention Vendor Accountability

Head of Customer Support & BPO Operations

Nexus

Mar 2019 - Mar 2021 (2 years)

Optimized BPO and customer support operations for an AP automation platform, enhancing service quality and operational efficiency. Achieved significant improvements in SLA performance and service consistency.

BPO SLA

Hotel Operations Manager

The Watergate Hotel

Jul 2016 - Aug 2019 (3 years 1 month)

Oversaw hotel operations and enhanced guest experiences through technology integration and process optimization. Achieved significant improvements in operational efficiency and guest satisfaction scores.

Guest Experience Enhancement Process Optimization

Overnight Front Office Manager

Four Seasons Hotels & Resorts

May 2015 - Jul 2016 (1 year 2 months)

Managed front office operations, ensuring exceptional guest service and operational efficiency. Contributed to overall hotel performance through effective team leadership and process management.

Guest Service Team Leadership Process Management