Master Facilitator Luis brings more than 25 years experience in helping improve business outcomes for global organizations via training and coaching. Prior to joining Fierce, Luis developed and facilitated training workshops for Microsoft’s global effectiveness, intercultural communication, and other targeted training sessions to improve customer satisfaction, intercultural competency, and communications of customer support engineers working with premier Microsoft accounts in the U.S. With more than 15 years of experience with Marriott International and the Ritz-Carlton Hotel Company, Luis brings extensive hospitality leadership experience and a keen sense of customer service. At the Ritz-Carlton, he directed the implementation of Total Quality Management strategies, helping to win the prestigious Malcolm Baldrige National Quality Award twice as a result. A native English speaker, Luis also speaks Spanish fluently and is conversant in Portuguese. His passions include music of all kinds, world travel, yoga, and surfing.