Griselda Sapiens, the driving force behind Keystone’s Client Experience Center (CXC), is more than a leader, she is a visionary and champion for change. Her leadership is built on responsiveness, innovation, and empowering her team to elevate the Client Experience.
With nearly 18 years at Keystone, Griselda’s journey is one of resilience and transformation. She began at the front desk, mastering first impressions and Keystone’s foundation before expanding into roles in project management, business relations, web technology, and leadership development. Each step shaped her ability to drive meaningful change, culminating in her leadership of CXC, where she has streamlined processes, built a culture of service excellence, and transformed client support.
Building a Client Experience Center That Delivers with Purpose
At the foundation of the CXC is the Moments That Matter framework, ensuring that every client interaction is met with urgency, accuracy, and a commitment to resolution. Under Griselda’s leadership, these principles have reshaped service delivery and strengthened client trust.
Responding with urgency reassures clients that their concerns are heard. By committing to acknowledging inquiries within 24 hours, her team reduces uncertainty and increases satisfaction. Ensuring the right connections prevents unnecessary transfers and ensures homeowners receive prompt, effective support. Accuracy and quality remain non-negotiable, with cross-functional collaboration ensuring that every response, whether for an architectural request, compliance issue, or billing inquiry, is thorough and correct.
Beyond efficiency, closing the loop has transformed the client experience. Every request is tracked and followed up on, reinforcing trust and preventing unresolved concerns. Acting on feedback is equally crucial, with the Net Promoter Score (NPS) initiative launching to refine processes and enhance service quality.
The results speak for themselves. In just two years, call response times improved from 20 percent to 90 percent answered within two minutes, and first-call resolution increased to 75 percent, reducing repeat inquiries and allowing managers to focus on building relationships.
A Forever Student Committed to Growth
As Keystone has evolved, so has Griselda. She considers herself a “forever student,” embracing continuous learning and development. She credits Keystone for providing opportunities that allowed her to grow into the leader she is today, and now she gives back by mentoring the next generation.
Her journey extends beyond the workplace. Seven years ago, she returned to school, determined to become a first-generation graduate from college. While working full-time, she earned her associate degree from Orange Coast College and will graduate this May from Cal State Fullerton with a Bachelor of Arts in Business Administration.
From a receptionist memorizing phone extensions to a transformational leader shaping the future of world-class client experience, Griselda’s career is a testament to the power of resilience, passion, and purpose. Her leadership continues to define Keystone’s client experience, team culture, and future success, one moment at a time.
Looking ahead, Griselda envisions a data-driven, client-centric future that continues to prioritize people first. She is leading efforts to expand the CXC model to new regions, beginning with San Diego. A Quality Assurance Program is in development to strengthen training and ensure consistency across the team. Refining analytics and improving NPS tracking remain priorities, with a goal of achieving a score of 70 or above by 2026.
The future of the CXC, however, isn’t just about technology. For Griselda, people remain the core of everything. She believes leadership development and team empowerment will always be at the heart of Keystone’s client experience, shaping how service is delivered and how employees grow within the company.