Experience

CLIA | Cruise Lines International Association

• United States
• Industry Associations
• 1 - 100 Employee

• Senior Manager, Industry Training

  • Apr 2020 - Present

  More to come.

• Manager, Industry Training

  • Dec 2017 - Apr 2020

  I work with cruise line and industry partners to communicate and enhance Professional Development for travel professionals. Including but not limited to CLIA's Professional Development certification and certificate programs, reviewing and awarding CLIA education credits for CLIA Global cruise line members and industry partners online academies. In addition, I recruit for and manage our University Licensing Program for college tourism and hospitality students. I am a mentor to travel professionals and help them pave a pathway to success in the cruise industry.I also teach CLIA seminars at travel industry conferences, CLIA C360 and live Professional Development training events and CLIA's Premier Agency events.

• Manager, Training and Certification

  • Dec 2013 - Dec 2017

  Manage the design and delivery of all in-person and online training of CLIA North America.Responsible for managing and recruitment of CLIA training contractors and leading the design and coordination of training events Key areas of responsibility include: Coordinate design of e-learning modules and live led trainingManage the implementation and ongoing operation of LMS Coordinate design of in-person training modulesDesign and manage Certification processDesign and manage level-one training evaluation processPartner with Marketing to increase participation ratesPartner with Member Services department to create and leverage participant data baseManage scheduling and communications with host agencies and CLIA member cruise linesCollaborate with Director, Member Services to develop and manage budget including managing revenue and expensesRecommend improvements for the Member Services TeamOn the road 100 days per yearProject manager/recruiter of colleges and universities in North America for CLIA's University Licensing ProgramProject manager for Industry Partner Training Program; review and recommend CLIA elective credits for Cruise Line Members and Executive Partners online academies and coursesProject manager for new virtual ship inspection online program

• Regional Trainer

  • Aug 2006 - Nov 2013

  Regional trainer for Cruise Lines International Association Traveled throughout North America training travel agents how to be successful in the cruise industry.Averaged 200 days per year on the road, training 2-3 times a week. Trained groups ranging in size from 10-400 travel agents.Acted as meeting planner for training events. Selected venues, negotiated hotel contracts and facilitated events. Booked all travel arrangements. Taught over 40 different seminars, ranging from one hour to three hours in length. Subjects ranged from business subjects such as how to write a business plan or cruise marketing plan to a half dozen sales seminars as well as many other topics.Designed 90 minute seminars. Taught at large cruise industry conferences and seminar at sea programs.Cruised on 8 different cruise lines which covers luxury, premium and contemporary brands.



Holland America Line

• Various

  • Feb 1978 - Jul 2006

  I began my career at Westours prior to merger with Holland America Line from 1978-1983. I started as receptionist and mail room clerk and worked up to reservations audit lead. Key positions at Holland America Line during my 28 year tenure included: Reservations Training Manager Developed a four week comprehensive training program for entry level reservations agents complete with testing and mentoring Reservations Call Center Manager Led department through the largest growth spurt at that time. Department grew from 75 to 250 reservations agents. Telephone volume increased from 3,000 to 10,000 calls per day. Ship fleet growth from three to six ships. Special Accounts and Windstar Reservations Manager Managed the Special Accounts department that worked with international and specialty agencies. Managed the Windstar Reservations group. Inside Sales Representative for three distinct territories including New Jersey, Southern California, Arkansas, Louisiana, Illinois, Missouri and Alabama. Supervisor of Inside Sales, supervised, motivated and provided regular scheduled work performance reviews as well as other supervisory functions for 27 Inside Sales Representatives. Voted Chairman's Excellence Award Winner: Employee of the Year 1998.