Sabeena Haridas is currently Senior Manager of After Market Support leading the Customer Care, Technical Support, and Training teams at Genfare. Sabeena, who has been with the company for nearly two decades, is the subject of this month’s employee spotlight. She has an amazing background—from India to Iowa to Illinois, with a detour to Botswana. Read more about Sabeena, what inspires her, and how she positively impacts the client experience.
What gets you out of bed every morning?
Working at Genfare has been an incredibly rewarding experience for me. From the camaraderie to the day-to-day challenges, I genuinely enjoy what I do—and who I get to do it with. The people I work with internally are fantastic. There’s a real sense of teamwork and mutual support, and I genuinely look forward to seeing them each day.
But what really keeps me motivated is the opportunity to help our customers. There’s a deep sense of satisfaction that comes from resolving an issue or helping an agency implement a solution that truly makes a difference in how they serve their riders.
Every account is a new adventure. We work with agencies of all sizes—small, medium, and large—and each one brings its own unique goals, systems, and culture. My role allows me to engage with a wide range of people, organizations, and cities, which keeps things exciting and fresh.
That’s what I love about this job: It’s never boring. There’s always something new to tackle, a problem to solve, or a success to celebrate. I come in every day knowing I’ll be challenged, and that makes all the difference.
What would you say inspires you?
For me, it all starts with family. They’re my top priority, and I’m grateful that this job allows me to support them while still being present at home. One of the things I truly appreciate about working at Genfare is the flexibility—it gives me the balance I need between work and home life.
Having that balance makes a big difference. It means I can give my best at work without sacrificing what matters most to me personally. It creates a sense of satisfaction that fuels me from one project to the next, and keeps me motivated every day.
What are some of the more significant changes you’ve seen here at Genfare since you started?
I’ve been with Genfare for nearly two decades, and in that time, I’ve seen the company go through a lot of change—different leadership, evolving technology, and a steady growth in the scope of our work. Through it all, one thing has remained constant: the close-knit culture of our team. That sense of connection and collaboration has always been at the heart of what makes this place special.
What’s kept me motivated over the years is how Genfare continues to evolve. We’ve transformed from being primarily a hardware-focused company to embracing software, data, and cutting-edge innovation. We’ve stayed aligned with the latest trends in the transit industry, and that progression has completely reshaped the look and feel of the organization.
It’s exciting to be part of something that’s always moving forward. These changes haven’t just modernized the company—they’ve energized me, too. Every new phase brings new challenges and opportunities, and I’m proud to still be part of the journey.
You recently became manager of Customer Care in addition to your other responsibilities. How do you expect your approach will change how that department works?
I currently oversee the Technical Support, Training, and Customer Care teams, all of which play a critical role in directly supporting our external customers. We’ve been actively working to leverage the synergies between these teams, and it’s already driving noticeable improvements in responsiveness and service quality.
One of our key initiatives is the consolidation of parts, repairs, and ticket ordering into a single online platform. This unified system will streamline customer interactions and improve overall accessibility and turnaround times. We’re just a couple of weeks away from the official rollout.
To further support this initiative, we’ve conducted internal Kaizen events focused on the repair, tickets and parts processes. These sessions helped identify inefficiencies and led to the creation of new, optimized workflows aimed at reducing response and delivery times. Collaboration among the three teams continues to be strong, ensuring timely and effective resolution of customer requests.
What are some of the more significant changes you’ve seen with public transit as a whole since you started?
Public transit has undergone a major transformation in recent years, driven largely by rapid advancements in technology and payment systems. Gone are the days when collecting cash fares was the norm—today’s riders expect seamless, secure, and flexible options, and transit agencies are under pressure to deliver.
The industry, once known for its straightforward and no-frills approach, is now navigating a complex landscape of digital innovation. From new payment modalities and account-based systems to emerging technologies like the Internet of Things (IoT), artificial intelligence (AI), and open architecture platforms, the pace of change is unprecedented.
At the same time, agencies face heightened concerns around data privacy and cybersecurity, adding another layer of complexity to modernization efforts. Transit systems are actively working to keep pace with these developments, but many need strategic partners to guide them through.
That’s where Genfare comes in. With a forward-thinking approach and a suite of innovative products, we’re well-positioned to help agencies adapt and thrive. Whether it’s modernizing fare collection, integrating new payment media, or building secure, future-ready platforms, we’re helping our partners turn challenges into opportunities.
What are some of your problem-solving techniques?
One of the things that has made my experience at Genfare so meaningful is the relationships I’ve built over time. I’ve found that having strong personal connections with my team members and colleagues makes a huge difference. It creates trust, strengthens collaboration, and makes the everyday challenges more rewarding.
I’ve always been a nuts-and-bolts kind of person—I like to dive into the details, understand the issues, and figure out not just how something was resolved, but why. My background in engineering and operations helps me take a systematic approach to problem-solving in my day-to-day work. It’s part of what keeps me grounded, especially when things don’t go as planned.
Because let’s face it—there’s no such thing as a perfect project. There are always bumps along the way, and the key is to keep moving forward, learn from the setbacks, and keep your eye on the end goal. That’s how I approach challenges: with persistence, patience, and a process-driven mindset.
When I recently took on responsibility for the Customer Care team, I looked at how we could streamline our work and reduce stress—starting with the basics, like managing our inboxes. I introduced new processes to help the team reach “Inbox Zero,” not just for the sake of organization, but because I truly believe a tidy inbox reflects a clear mind—and leads to better, faster service for our customers.
To me, great processes aren’t about control—they’re about clarity.
When you build a strong process and stick to it, things start to click. People feel less overwhelmed, work flows better, and customers notice the difference.
You have lived internationally. How has that shaped you and your communication style? And where did you used to live?
I’m originally from India. My journey brought me to the United States as a student, and then later to Southern Africa, where I lived in Botswana before eventually returning to the U.S. Each of these experiences has shaped who I am—personally and professionally.
Coming to the U.S. for grad school was eye-opening. Meeting people from all over the world—literally from 50 different countries—gave me exposure to new ways of thinking and communicating. It expanded my worldview and helped me develop stronger interpersonal and communication skills.
That foundation proved incredibly helpful during my time in Southern Africa. I found the people there to be warm, welcoming, and open—just like the people I’d met during my time as a student. And what I learned is this: When you approach others with genuine respect and an open mind, it doesn’t matter where you’re from or how well you speak the language. Mutual kindness bridges the gap every time.
These experiences have deeply influenced how I communicate and lead at work. I try to approach every interaction with respect, patience, and understanding. My personal mantra is simple: Never get angry. Be level-headed. And in my experience, people almost always respond in kind.
Travel has taught me that meaningful communication isn’t just about words—it’s about listening, understanding, and meeting people where they are. That philosophy guides how I work with my team, how I connect with customers, and how I navigate every challenge that comes my way.
When you studied over here, were you in this area?
I started my U.S. journey in Iowa City—go Hawkeyes! Coming from Mumbai, one of the most densely populated and bustling cities in the world, landing in Iowa was a bit of a sensory shock. Mumbai is alive 24/7, filled with energy, people, and motion. So naturally, as we were driving from the airport to campus, I turned to my friends and asked, “Where are all the people?” There were no crowds, no one walking on the streets—it felt surreal.
That moment was just the beginning of a journey filled with discovery. Studying in the U.S. was an incredible experience. It was a different classroom culture than I was used to in India, but it opened me up to new ways of thinking and communicating. I met people from around the globe, and those experiences helped shape who I am today—both personally and professionally.
After Iowa, I spent nearly 5 years living in Southern Africa, in Botswana, before finally settling in Chicago, which has been my home since then. I absolutely love this city—the energy, the diversity, the people. It reminds me a bit of Mumbai in that sense. Chicago has this vibrancy that feels alive, and I wouldn’t dream of living anywhere else in the U.S.
Each chapter of my journey has given me something valuable: perspective, resilience, and a deep appreciation for connection. Whether I’m working with customers, leading a team, or just navigating daily life, I try to carry those lessons with me—staying open, staying grounded, and always finding joy in the people around me.