Ana Lilia Garcia Garcia

I have been working in Voice of the Customer for more than 15 years across different industries including telecommunications, investments, and healthcare. My current position is in healthcare, where I help businesses understand consumer needs and identify what satisfies and dissatisfies consumers. I use customer feedback from surveys, focus groups, social media, and conversation transcripts to generate analyses using text analytics and statistical methods. This information becomes dashboards, reports, and insights that help leaders identify priorities aligned with business needs, and I track how actions are moving numbers in the right direction. A critical part of my role is collaborating with all different teams and levels throughout the organization, from vice presidents and directors to frontline staff who work directly with consumers. I need to adapt to each team's busy schedules and different goals, understanding their unique needs whether they're in product, marketing, IT, or customer service, and showing them how customer insights can help them achieve their results. My educational background includes a master's degree, an MBA, and a business degree with a specialty in the financial area, all from Universidad Autonoma de Mexico, a highly competitive public university where I had to pass a rigorous entrance exam. This business foundation helps me understand what different teams need in terms of returns, reimbursement, customer satisfaction, and company growth, and it enables me to have meaningful conversations about how we can collaborate as a company team to improve customer satisfaction.