Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
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Karla Miranda

Summary

Motivated and results-oriented professional with experience in customer service, quality assurance, and learning coordination. Known for strong problem-solving skills, analytical thinking, and clear, effective communication. Currently looking to step into a leadership role where I can help boost team performance and improve customer experiences. Excited to contribute to a company’s success through thoughtful leadership and smart, practical decisions.

Overview

6
6
years of professional experience

Work History

Senior Onboarding Specialist

Owner.com
01.2025 - Current
  • Led the mobile app onboarding process for 30+ high-priority and VIP customers, ensuring smooth coordination from setup to launch..
  • Mentored and supported 8+ junior team members, providing hands-on guidance in best practices, troubleshooting, and customer communication, resulting in improved team efficiency and consistency.
  • Developed and maintained internal documentation to standardize app launch processes and accelerate onboarding for new team members.
  • Collaborated on testing and feedback for 5+ product features and process updates, helping identify bugs early and improve rollout success across teams.

Mobile App Specialist

Owner.com
03.2024 - 01.2025
  • Primary point of contact for 200+ customers during the mobile app process, overseeing all phases from initial setup to successful launch while maintaining high satisfaction scores
  • Handled Apple and Google developer account enrollment, ensuring all requirements and documentation were met.
  • Maintained detailed records of each app’s progress.
  • Tracked app progress across platforms, quickly resolved roadblocks, and drove timely approvals to keep launches on schedule.
  • Assist colleagues by guiding them through difficult cases and providing best practices.

Onboarding Specialist

Owner.com
06.2023 - 03.2024
  • Managed onboarding of newly signed partners to the platform.
  • Monitored project timelines and deliverables to ensure partners went live on schedule.

Facilitator

Lyft
07.2022 - 05.2023
  • Facilitated training sessions for Customer Service and Safety lines of business, supporting the development of over 100 associates across departments.
  • Responsible to certify 50+ associates to be Trauma Informed Advocates (NACP)
  • Assessed skill gaps for employees and developed training courses to meet identified needs.

Quality Assurance Auditor

DoorDash
09.2021 - 07.2022
  • Quality Assurance Auditor overseeing performance for over 300 merchants, ensuring service excellence and compliance for the highest tier of accounts.
  • Conducted daily evaluations and weekly calibrations between Quality and Operations.

Business Systems Analyst

American Express
04.2019 - 09.2021
  • Managed internal corrective actions across U.S. and international markets, supporting 1,000+ customers to ensure service consistency and high levels of satisfaction.
  • Ensure compliance and guarantee the correct function and execution of processes and procedures through internal auditing.

Education

Universidad Del Valle De México
01.2017

Skills

  • Effective communication
  • Problem-solving
  • Decision-making
  • Conflict resolution
  • Critical thinking and analysis
  • Team collaboration
  • Adaptability to change
  • Results orientation

Accomplishments

  • Created the first Onboarding Program for Learning Coordinators in American Express.
  • 2018 Agility Award
  • NACP Credentialed

Timeline

Senior Onboarding Specialist

Owner.com
01.2025 - Current

Mobile App Specialist

Owner.com
03.2024 - 01.2025

Onboarding Specialist

Owner.com
06.2023 - 03.2024

Facilitator

Lyft
07.2022 - 05.2023

Quality Assurance Auditor

DoorDash
09.2021 - 07.2022

Business Systems Analyst

American Express
04.2019 - 09.2021

Universidad Del Valle De México

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Karla Miranda