Open to opportunities

Lucila Farías

@lucilafaras

I lead customer experience operations through KPI management, quality assurance, process improvement, and team coaching.

Argentina

Message

What I'm looking for

I'm looking to contribute to a fast-paced, customer-focused organization where I can improve operations, develop teams, use performance metrics to enhance service, and collaborate across functions.

At PepsiCo, I lead customer experience operations, coaching teams of up to 20 support professionals and using KPI management to drive service improvement.

I partner with cross-functional stakeholders to optimize processes, manage escalations, strengthen quality assurance, and build performance-monitoring frameworks for proactive decision-making.

Previously at Medifé and Trenes Argentinos Operaciones, I resolved complex customer needs across service channels while developing expertise in team leadership, CRM case management, operational communications, and customer-focused support.

Experience

Work history, roles, and key accomplishments

Customer Experience Coordinator

PepsiCo

Jan 2025 - Jul 2026 (1 year 6 months)

Led teams of up to 20 customer support professionals, driving performance through coaching, KPI management, and continuous development. Partnered with cross-functional stakeholders to implement operational improvements that enhanced customer experience and team efficiency.

Process Optimization KPI Analysis SLA CSAT TMR Quality Assurance Root Cause Analysis Team Coaching Training Performance Development Operational documentation Knowledge Management Customer Escalation Incident Management Cross Functional Collaboration Change Management Customer Experience Analysis Service Optimization

Customer Experience Team Leader

Medifé

Jan 2024 - Jan 2025 (1 year)

Led a team of 20 customer support professionals across inbound and digital service channels. Monitored and analyzed KPIs to optimize operational performance and drove quality assurance and continuous process improvement initiatives.

KPI Analysis SLA CSAT AHT ACW Occupancies Utilization Quality Assurance Process Improvement Coaching Training Escalation Management Change Management Contingency Planning

Customer Experience Representative

Medifé

Jan 2023 - Jan 2024 (1 year)

Resolved customer inquiries and complex service requests across multiple support channels. Provided guidance on healthcare coverage, authorizations, reimbursements, and billing processes, and managed customer cases through CRM systems.

Customer Support CRM E Ngage Communication Skills Problem Solving Active Listening Digital Platforms Self Service Adoption Issue Resolution

Customer Service Representative

Trenes Argentinos Operaciones

Jun 2020 - Dec 2022 (2 years 6 months)

Resolved customer inquiries and service requests across multiple support channels. Managed reservations, online purchases, returns, and exchanges, and maintained accurate customer records through CRM systems.

Customer Support CRM Reservations Online Purchases Returns Exchange Communication Skills Problem Solving