Luis Pedraza

Luis Pedraza has a diverse work experience spanning several companies and roles. Luis is currently working as a Customer Experience Supervisor at LRS since September 2022. Prior to that, they worked at Reyes Beer Division as a Bilingual Customer Service Specialist from June 2021 to April 2022.

One of their notable roles was at Cengage Learning, where they served as the Manager of Customer and Technical Support from February 2007 to February 2021. In this position, they managed customer inquiries, resolved issues related to products, billing, and technical matters, and oversaw outsourced call center agents.

Before that, Luis worked at Lease Finance Group as a Manager of the Call Center from June 2005 to September 2006. Luis streamlined department functions, implemented scheduling options, and managed two additional departments within the first 6 months of their employment.

Luis also served as a Manager of Call Center Operations at TQ3 Navigant from March 2004 to June 2005. Luis implemented call process improvements, maintained client guidelines, and managed a 20-person on-site customer service call center team.

Luis gained experience as a Customer Support Consultant at Orbitz from June 2003 to February 2004. Luis led the implementation of an internet-based online booking tool and provided technical support to end users.

Furthermore, they worked as the Director of Operations at Travel Technology Group from May 2001 to June 2003. Luis was responsible for a team of supervisors, quality analysts, training specialists, and 35 call center employees. Luis successfully led the operational startup of an inbound call center and played a key role in hiring and training initiatives.

Earlier in their career, Luis held positions in the training department at Carlston Wagonlit Travel from 1995 to 2001 and as a Regional Training Manager at Thomas Cook Travel an American Express Company from 1987 to 1995.

In 1982, Luis Pedraza attended the Wilma Boyd Travel Academy, where they obtained a Certificate in Travel and Tourism. The field of study focused on Tourism and Travel Services Management.