Lutz Remmers

Lutz Remmers is a highly experienced professional with a diverse range of roles in the customer service and contact center industry. Their most recent position is as the Executive Director of Global Cruise Sales and Service at arrivia, where they lead teams across multiple countries and focuses on improving cost efficiency and streamlining operations. Prior to this, Lutz held roles such as Executive Director of Travel Operations, Director of Travel & Resorts, and Director of Resort Sales & Fulfillment.

Before joining arrivia, Lutz served as the Director of Operations & Business Development at Call Center de México, where they successfully scaled a new site and achieved significant results in reducing attrition. Lutz also worked as the Contact Center Deputy Director at AT&T, leading the Renewals, Retention, Loyalty, and Service Desk functions and driving process improvements for enhanced customer experience.

Lutz has a strong background in managing contact center operations, highlighted by their role as the Director of Customer Care & Contact Center Operations at Sanki Global. There, they oversaw operations across multiple countries and implemented effective strategies, including a successful home agent program.

Earlier in their career, Lutz gained experience in customer service and sales roles at Apple and Milagros GmbH, where they focused on delivering exceptional service and implementing strategies to increase sales and revenue.

Lutz began their career as a Contact Center Manager at Telvista Inc., where they managed a profitable client, achieved service level agreement targets, implemented effective staffing strategies, and improved quality assurance scores.

Overall, Lutz Remmers brings a wealth of experience in customer service, contact center management, and operations, with a track record of achieving results and driving efficiency.

Lutz Remmers holds a certification in Design and Development of Educational Technology from the Massachusetts Institute of Technology, which was obtained in 2015. Lutz then pursued a Bachelor's degree in International Business at UTEL Universidad from 2015 to 2017. In 2017, they furthered their education by obtaining a Master of Business Administration (MBA) in Business Administration and Management, General from UTEL Universidad. Prior to these achievements, Lutz obtained a Bachelor's degree in International Commerce from Universidad del Valle de México from 1999 to 2002. Lutz Remmers also holds additional certifications including Lean Six Sigma Black Belt from Six Sigma Global Institute, COPC Certified Professional Manager from COPC Inc., and Dale Carnegie Leadership Certification from Dale Carnegie Training.