Kimberly Sanchez
San Diego,CA
Summary
Operations, Customer Success, and Business Development leader with 12+ years of experience, including 7+ years in fintech, driving cross-functional strategy across Operations, Sales, and Engineering. Proven track record of scaling systems, implementing AI-driven automation, and improving operational performance to support revenue growth, client retention, and organizational efficiency.
Overview
12
12
years of professional experience
Work History
Director of Customer Success, Operations & Risk Strategy
Coastal Pay
03.2019 - Current
- Lead cross-functional operations spanning Customer Success, Risk, and Technical Development, supporting complex payment processing operations and scalable infrastructure
- Spearheaded AI and automation initiatives that streamlined workflows, improved ticket routing, and enhanced internal communication efficiency across teams
- Designed and implemented integrated system architecture across CRM, merchant portals, and internal tools, reducing operational friction and improving data flow
- Scaled support operations through automation and self-service workflows, reducing inbound volume and increasing efficiency without proportional headcount growth
- Established operational frameworks and SOPs to support scaling teams, including hiring, training, and performance management across support functions
- Partnered with Sales and Customer Success leadership to improve retention, optimize onboarding, and increase approval-to-processing conversion rates
- Developed reporting and analytics to identify churn trends, inactive accounts, and performance gaps, driving cross-functional training and process improvements
- Drove partner and revenue growth initiatives through improved onboarding processes, system optimization, and enhanced client experience
- Reduced ticket backlog by 30% by implementing automated account change workflows for merchants and agents
- Improved SLA adherence from 45% overdue to 4% overdue by restructuring support operations and hiring specialized ticket execution roles
Director of Processing
Coastal Pay
03.2019 - 2026
- Achieved a 95% auto-approval rate by implementing automation and system mapping across underwriting and onboarding workflows
- Led integration and system enhancement initiatives in partnership with Development, improving processing efficiency and reducing manual intervention
- Designed and scaled internal systems leveraging AI-driven solutions to streamline operations and enhance internal team experience
- Oversaw underwriting, risk review, and compliance processes (KYC/KYB), ensuring data integrity and alignment with sponsor bank requirements
- Improved deal quality and reduced fraud by implementing pre-submission validation processes and risk controls
- Managed KPIs, SLA performance, and team metrics to drive accountability and operational efficiency
- Built and scaled processing teams through hiring, training, and performance development initiatives
- Automated equipment deployment processes by integrating VAR sheet access into internal systems, enabling ~30% of agents to self-service
Project Coordinator / Glazing Takeoff Specialist / Project Manager
Custom Glass Specialties
01.2014 - 03.2019
- Produced glazing takeoffs and competitive bids for commercial and residential construction projects
- Coordinated vendors, materials, and project timelines to ensure on-time execution
- Managed on-site operations and directed crews to maintain efficiency and quality standards
- Collaborated with contractors, architects, and internal teams across multiple project phases
- Contributed to high-value projects, including a $2M+ San Diego Courthouse build
Skills
- Customer Success & Relationship Management
- Business Development Strategy
- Operations & Cross-Functional Leadership
- Process Optimization & Continuous Improvement
- AI, Automation & Workflow Strategy
- Technical Program & System Architecture Collaboration
- Risk & Compliance Strategy
- CRM & SaaS Platform Management
- Vendor & Partner Management
- Go-to-Market Strategy & Revenue Growth
- Staff Development & Training
- Operational Systems & Ticketing Platforms
- Microsoft Excel & Data Tools
- KPI Development, Reporting & Data Analysis
Languages
Spanish
Native/ Bilingual
Timeline
Director of Customer Success, Operations & Risk Strategy
Coastal Pay
03.2019 - Current
Director of Processing
Coastal Pay
03.2019 - 2026
Project Coordinator / Glazing Takeoff Specialist / Project Manager
Custom Glass Specialties
01.2014 - 03.2019