Open to opportunities

Karina garcía

@karinagarca

Message

I accelerate merchant onboarding and digital payment adoption for fintech customers.

Mexico

Message

What I'm looking for

I'm looking to drive customer success, strategic onboarding, payment adoption, and operational improvements for merchants and digital-payment customers.

At Openpay by BBVA, I onboard up to 50 merchants monthly and reduced activation SLA from 72 to 12 business hours. I guide merchants through digital payment integration, coordinate technical and internal teams, and achieved 100% product adoption following integration.

I've also improved customer operations at Shopee México by helping design a regional chatbot and reducing operational backlog by 65%. Across fintech, proptech, and customer service roles at La Haus and Nespresso, I focus on client journeys, retention, process improvement, and practical solutions for customers.

Experience

Work history, roles, and key accomplishments

Comercial Activation Advisor and Onboarding

Openpay by BBVA

Jan 2022 - Jan 2026 (4 years)

Onboarded up to 50 merchants per month, ensuring successful integration of digital payment solutions. Optimized activation workflow, reducing SLA from 72 to 12 business hours and achieving 100% product adoption.

Merchant Onboarding Payment Processing Process Optimization Customer Success Consulting Product Adoption Relationship Management

Sales Coach / Customer Service

Nestlé – Nespresso

Jan 2014 - Jan 2016 (2 years)

Selected as Sales Coach due to consistent overachievement of sales targets, leading tactical training for the sales force to increase average ticket size.

Team Leadership Sales Training Customer Service

L2 Associate Operations Agent

Shopee México

Jan 2022 - Present (4 years 8 months)

Participated in the design and implementation of a regional chatbot, improving automatic resolution rate. Managed complex disputes and resolved second-level incidents, reducing operational backlog by 65%.

Process Architecture Risk Mitigation Incident Management

Customer Success / Customer Path Finder

La Haus

Jan 2021 - Present (5 years 8 months)

Managed end-to-end client experience in the Proptech sector, designing critical pathways for strategic decision-making in high-value real estate investments. Implemented tracking metrics to identify points of friction in the purchasing funnel.

Customer Success CRM Management Decision making