Sara Twiner
Senior Manager, Client Services & Customer Experience
Salt Lake City,UT
Summary
Operations and Client Services leader with 12+ years of experience leading individual contributors and people leaders across Fin-tech, financial services, SaaS, healthcare staffing, and technology environments. Proven ability to drive customer experience transformation, operational excellence, and scalable service delivery across high-growth and regulated industries.
Expert in building and scaling end-to-end support infrastructure, including escalation frameworks, onboarding and enablement programs, QA and compliance systems, KPI reporting, and operational documentation—delivering sustained improvements in performance, efficiency, and service quality.
Strategic, data-driven leader specializing in workforce development, performance management, risk mitigation, regulatory compliance, and executive escalation management. Partners with Product, Engineering, Compliance, Legal, and executive stakeholders to resolve high-risk issues and optimize end-to-end customer journeys.
Leverages AI, automation, and emerging technologies to streamline operations, enhance productivity, and enable data-driven decision-making in fast-paced, high-growth environments.
Overview
3
3
Certificates
12
12
years of professional experience
Work History
Senior Manager, Client Services
Rho
Salt Lake City, Utah
07.2025 - Current
- Lead a 12-person Client Services organization supporting Tier 1 enterprise and high-growth Fin-tech clients in a fast-paced, regulated environment.
- Oversee 60+ concurrent initiatives across client operations, fraud prevention, technical support, and risk management, delivering measurable business impact.
- Drive enterprise-wide resolution of fraud, account takeover, and regulatory escalations, balancing customer experience, risk, and compliance.
- Built and optimized escalation frameworks, incident response processes, and operational playbooks, increasing scalability and execution.
- Build and optimize escalation frameworks, incident response processes, and operational playbooks to improve scalability and execution.
- Led root cause analyses for critical incidents, translating findings into process improvements and stronger operational controls.
- Streamlined documentation and knowledge management, enhancing visibility and accelerating decision-making.
- Streamline documentation and knowledge management to improve visibility, accelerate decision-making, and increase team efficiency.
Manager, Customer Support
Nursa
Salt Lake City, Utah
08.2024 - 07.2025
- Directed multi-channel customer support operations within a high-growth healthcare technology organization, reducing average case resolution from 3 business days to 1.5 days (50%) while improving service quality and customer experience.
- Re-engineered support workflows, staffing strategies, and queue management, reducing first response time by 49% from 2:30 to 1:17 and improving SLA performance.
- Architected KPI-driven performance management and coaching frameworks that increased Customer Satisfaction (CSAT) from 72% to 93%, strengthening accountability, performance, and service excellence.
- Built high-performing teams through structured coaching, leadership development, and performance management, increasing engagement and operational effectiveness.
- Built high-performing teams through structured coaching, leadership development, and performance management, enhancing team engagement and driving operational effectiveness.
- Partnered with executive leadership to identify operational gaps and implement scalable process improvements, optimizing customer experience during rapid growth.
Senior Deposit Operations
Mountain America Credit Union
Salt Lake City, UT
01.2023 - 08.2024
- Managed complex deposit operations within a highly regulated financial services environment, ensuring operational excellence, regulatory compliance, and risk mitigation across high-value customer accounts.
- Conducted 100+ compliance audits weekly, strengthening adherence to federal banking regulations, internal controls, and risk management standards while maintaining audit readiness and operational integrity.
- Served as primary escalation authority and subject matter expert for high-risk servicing issues, guiding resolution of complex regulatory and operational cases. Partnered with Compliance, Operations, and cross-functional stakeholders to redesign workflows and streamline processes, strengthening enterprise risk controls and operational governance.
- Standardized core operational processes and led continuous improvement initiatives that improved efficiency, service quality, and reduced error rates across servicing workflows.
Manaer, Training & Enablement
Quip
Salt Lake City, Utah
01.2020 - 01.2023
- Built the Customer Experience Training and Enablement function from the ground up, transforming fragmented Google Docs into a scalable learning program that remains the organization's training foundation nearly six years later.
- Designed and implemented onboarding, certification, coaching, and continuous learning programs that standardized knowledge transfer, accelerated new hire readiness, and improved operational consistency.
- Reduced new hire ramp time by 50% (four weeks to two weeks) through structured onboarding, role-based learning, and performance coaching.
- Partnered with Operations, Quality, and leadership to align training initiatives with business priorities, improving cross-functional collaboration and customer experience.
- Partnered with operations, quality, and leadership to align training initiatives with business priorities, enhancing cross-functional collaboration and elevating customer experience.
- Increased customer satisfaction (CSAT) from 83% to 91% through modernization of training content, strengthening of coaching practices, and standardization of customer engagement.
- Established scalable learning frameworks that enhanced employee capability and knowledge retention while ensuring service quality supported continued growth.
Operations Manager, Customer Experience
Netflix
Salt Lake City, UT
08.2016 - 12.2020
- Partnered with Customer Experience leadership to optimize training operations, streamline enablement programs, and improve overall support team effectiveness.
- Managed end-to-end onboarding operations, including scheduling, trainer coordination, certification tracking, learner support, and program logistics to ensure a consistent and scalable new hire experience.
- Designed and delivered onboarding and continuous learning programs that strengthened workforce readiness, standardized knowledge transfer, and improved training consistency across teams.
- Led certification programs and coached CX Specialists to enhance training delivery, employee development, and overall team performance.
- Owned Learning Management System (LMS) and training documentation, building scalable enablement resources that improved knowledge accessibility and operational consistency.
- Partnered with Quality, Operations, and leadership teams to implement mentoring programs, standardize best practices, and drive continuous improvement across the customer experience.
- Improved CSAT by 4% within six months and reduced average handle time (AHT) from 8.5 minutes to 6.35 minutes, strengthening overall service efficiency and customer experience outcomes.
Assistant Branch Manager
America First Credit Union
Salt Lake City, UT
08.2014 - 08.2016
- Partnered with Customer Experience leadership to optimize enablement operations and streamline onboarding programs, improving overall support team effectiveness.
- Designed and delivered scalable onboarding and continuous learning programs that standardized knowledge transfer, improved performance consistency, and increased new hire productivity.
- Led certification programs and coached CX Specialists, strengthening employee development, training quality, and operational performance.
- Owned enablement documentation, and internal knowledge base, improving knowledge accessibility and support consistency.
- Maintained $100K+ monthly service loan goal, ensuring operational accuracy, consistency, and adherence to performance targets within a high-volume financial services environment.
Education
High School Diploma -
06.2013
Skills
Strategic planning
Cross-functional collaboration
Operations management
Client relationship management
AI Automation for CX Operations
CX & Operations Leadership
Service Delivery Strategy
Certification
Google Workspace (Intermediate) — LinkedIn Learning
Timeline
Senior Manager, Client Services - Rho
07.2025 - Current
Google Workspace (Intermediate) — LinkedIn Learning
06-2025
Microsoft Office Suite (Intermediate) — LinkedIn Learning
06-2025
Project Management Foundations — LinkedIn Learning
06-2025
Manager, Customer Support - Nursa
08.2024 - 07.2025
Senior Deposit Operations - Mountain America Credit Union
01.2023 - 08.2024
Manaer, Training & Enablement - Quip
01.2020 - 01.2023
Operations Manager, Customer Experience - Netflix
08.2016 - 12.2020
Assistant Branch Manager - America First Credit Union
08.2014 - 08.2016
Taylorsville High School - High School Diploma,
Tools & Systems
- Salesforce
- Zendesk
- Jira
- Google Workspace
- Microsoft Office Suite
- Microsoft Excel
- CRM & Ticketing Platforms
- KPI Dashboards & Reporting Tools
- AI & Automation Tools (Claude, Dust, Granola, Windmill, Hex, Bubble)