Sydney, Australia
Customer experience professional, community leader, and qualified nutritionist — bringing rigorous thinking and genuine human understanding to everything I do.
About
For more than 20 years, I have worked across customer experience, regulated services and complex problem-solving, helping people and organisations move from difficult situations to clear, fair outcomes.
From managing TIO escalations and high-complexity complaints across telecommunications and financial services, to leading formal internal reviews in a regulated government environment — my career has been built on one consistent principle: fair outcomes require both rigorous process and genuine human understanding.
What makes my background unusual is the combination — analytical training in Banking Law and Information Technology, the structured thinking of a certified Scrum Master and OPEX Blue Belt practitioner, and the emotional intelligence built over a decade of sitting with frustrated, vulnerable, and complex clients.
See the full arc of my career across three countries.
The complaint is never really the problem. It's a signal — and what you do with that signal determines everything that follows.
Expertise
Managing escalations, TIO matters, executive complaints, and sensitive cases that require both investigative rigour and carefully calibrated communication. Specialising in high-stakes, high-emotion, high-compliance environments.
Identifying systemic gaps through complaint intelligence, translating case-level insight into structured recommendations, and designing processes that deliver fair outcomes consistently — not just case by case.
Translating complex operational issues into clear, evidence-based communications for senior leaders, regulators, and external bodies — with the composure and precision that high-stakes situations demand.
Certified Professional Scrum Master and OPEX Blue Belt practitioner, applied to real queues and genuinely complex cases. When a problem is complex, structure is what stops you mistaking the loudest symptom for the cause.
A Master of Information Technology with a working technologist's toolkit: Salesforce and case management platforms, Excel and data analysis, and daily hands on use of AI tools. This website was designed, built and shipped by me using AI assisted development.
Deep experience across telecommunications, financial services, superannuation, insurance, and government — understanding the compliance, legislative, and reputational stakes that come with working in regulated environments.
Career
From insurance and financial services in India and the UK, to superannuation, government, and telecommunications in Australia — a consistent thread of complexity, compliance, and customer advocacy.
In 2017, I founded Sattvyaa Nutrition — a wellness education brand for busy professional women. What started as Get Fit With Leena evolved into a fully credentialled nutrition practice built around the same principles I apply in my CX career.
Helping busy women in Sydney lose hormonal belly fat, fix bloating and reset their metabolism — without giving up their food or fighting their body.
Visit Sattvyaa NutritionContact
Whether you're interested in my professional background, my community and leadership work, or have a question about Sattvyaa Nutrition — I'd love to hear from you.
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