dedicated • loyal • a travel expert • passionate • an
TRANSCRIPT
A TRAVEL EXPERT • PASSIONATE • AN ENTREPRENEUR • ADVENTUROUS • HARD WORKING • AMBITIOUS • POWERFUL • DRIVEN • RESOURCEFUL • A STAR • TRAINED • PROFESSIONAL • SERVICE-ORIENTED • ACCOMMODATING • TALENTED • STRATEGIC • ORGANIZED • POSITIVE • WELL-TRAVELED • DEDICATED • LOYAL • A TRAVEL EXPERT • PASSIONATE • AN ENTREPRENEUR • ADVENTUROUS • HARD WORKING • AMBITIOUS • POWERFUL • DRIVEN • RESOURCEFUL • A STAR • TRAINED • PROFESSIONAL • SERVICE-ORIENTED • ACCOMMODATING • TALENTED • STRATEGIC • ORGANIZED • POSITIVE • WELL-TRAVELED • DEDICATED • LOYAL • A TRAVEL EXPERT • PASSIONATE • AN ENTREPRENEUR • ADVENTUROUS • HARD WORKING • AMBITIOUS • POWERFUL • DRIVEN • RESOURCEFUL • A STAR • TRAINED • PROFESSIONAL • SERVICE-ORIENTED • ACCOMMODATING • TALENTED • STRATEGIC • ORGANIZED • POSITIVE • WELL-TRAVELED • DEDICATED • LOYAL • A TRAVEL EXPERT • PASSIONATE • AN ENTREPRENEUR • ADVENTUROUS • HARD WORKING • AMBITIOUS • POWERFUL • DRIVEN • RESOURCEFUL • A STAR • TRAINED • PROFESSIONAL • SERVICE-ORIENTED • ACCOMMODATING • TALENTED • STRATEGIC • ORGANIZED • POSITIVE • WELL-TRAVELED • DEDICATED • LOYAL • A TRAVEL EXPERT • PASSIONATE • AN ENTREPRENEUR • ADVENTUROUS • HARD WORKING • AMBITIOUS • POWERFUL • DRIVEN • RESOURCEFUL • A STAR • TRAINED • PROFESSIONAL • SERVICE-ORIENTED • ACCOMMODATING • TALENTED • STRATEGIC • ORGANIZED • POSITIVE • WELL-TRAVELED • DEDICATED • LOYAL • A TRAVEL EXPERT • PASSIONATE • AN ENTREPRENEUR • ADVENTUROUS • HARD WORKING • AMBITIOUS • POWERFUL • DRIVEN • RESOURCEFUL • A STAR • TRAINED • PROFESSIONAL • SERVICE-ORIENTED • ACCOMMODATING • TALENTED • STRATEGIC • ORGANIZED • POSITIVE • WELL-TRAVELED • DEDICATED • LOYAL • A TRAVEL EXPERT • PASSIONATE • AN ENTREPRENEUR • ADVENTUROUS • HARD WORKING • AMBITIOUS • POWERFUL • DRIVEN • RESOURCEFUL • A STAR • TRAINED • PROFESSIONAL • SERVICE-ORIENTED • ACCOMMODATING • TALENTED • STRATEGIC • ORGANIZED • POSITIVE • WELL-TRAVELED • DEDICATED • LOYAL • A TRAVEL EXPERT • PASSIONATE • AN ENTREPRENEUR • ADVENTUROUS • HARD WORKING • AMBITIOUS • POWERFUL • DRIVEN • RESOURCEFUL • A STAR • TRAINED • PROFESSIONAL • SERVICE-ORIENTED • ACCOMMODATING • TALENTED • STRATEGIC • ORGANIZED • POSITIVE • WELL-TRAVELED • DEDICATED • LOYAL • A TRAVEL EXPERT • PASSIONATE • AN ENTREPRENEUR • ADVENTUROUS • HARD WORKING • AMBITIOUS • POWERFUL • DRIVEN • RESOURCEFUL • A STAR • TRAINED •
CruisePlanners.com, with a more updated and modern look, great content, and a new lead generation tool. Throughout the year, we have announced enhancements and customizations for eRez Mobile Chat, Trip Summary, Email Builder, Special Sales and more.
2016 brought a new focus on CPVacations and LAND, with dedicated marketing pieces and initiative—highlighting that Cruise Planners goes way beyond cruise travel. Many of you are tailoring your sales efforts towards land vacations and we will continue to provide inspiration, tools and new ways to sell those experiences.
The CP in-house team was CP on the Road this year in a major way, hosting regional trainings and boot camps from coast to coast—bringing the classroom to you and building the CP Community, one green bling shirt at a time! Seriously, it makes us proud to witness the goodwill, sharing of ideas and encouragement between franchise owners. We are CP.
Every franchise operates differently, with its own heartbeat and style, and the HOTeam works hard to shape our tools and strategies for a custom fit to meet your individual needs. It is with excitement and pride that we celebrate more Millionaires, Mega Stars, and Rock Stars than ever before, which means you are growing your businesses.
Thank you for taking this journey of travel entrepreneurship with us. It’s a fun ride, and we look forward to the adventures ahead with the CP family.
Hello, Cruise Planners family and teammates.
As we wrap up 2016 and jump full speed ahead into Wave Season, we want to pause for a moment to reflect on one of the most successful years in CP history. Our success is not just in numbers. It is measured in agent retention and satisfaction, thumbs up from travel partners, awards and recognition, and happy clients. The theme of the annual convention, I AM CP, says it best. Each of us, whether in Home Office or one of our agents, is a part of CP, and together, we share a passion for travel, a vision of success and a fandom of all things GREEN! And, of course, a lot of CruisitudeTM!
We had a growth spurt in 2016, with 27 new Home Office Team Members—an investment in training, marketing, technology and administrative support for you, our top priority and core of the business. The Home Office Team works on your behalf every day, coaching, creating, calibrating, helping you overcome challenges, and celebrating your successes.
As always, the main goal is to help you communicate and engage with your customers—in 2016, we rolled out new technology tools, more marketing pieces, new opportunities to learn about the power of public relations and social media, and more training, with increases in both the number of training sessions and the depth of learning certifications available.
This year, we have many new launches including the September release of the new and improved
From the bottom of our hearts, we would like to extend a very happy holiday season to all of you. May 2017 bring you joy, happiness, and lots of success!
Michelle, Vicky, Tom, Brian, Theresa, Dan and the Home Office Team
YEAR IN REVIEW2016
CONGRATULATIONS TO MICHELLE!CRUISE PLANNERS ORIGINAL ENTREPRENEUR AWARDED FOR LEADERSHIP AND BUSINESS SAVVYMichelle Fee was a National Finalist of EY’s (formerly Ernst & Young) National Entrepreneur of the Year.
Ernst & Young named Michelle Fee as an EY Entrepreneur of the Year® 2016 National Finalist in the Real Estate, Hospitality and Construction category. Michelle was one of only a few women honored at the national level, which recognizes entrepreneurs from around the nation who demonstrate excellence and extraordinary success in innovation, financial performance and personal commitment to their businesses and communities.
2016
LLS Man and Woman of the Year: In memory of Home Office Team member Beverly Brean, we nominated her for the Leukemia and Lymphoma Society’s Woman of the Year and campaigned in her honor by raising more than $150,000 for LLS. She won the top honor and the fundraising campaign was a healing way to celebrate and honor Bev’s memory and passion for life.
To share how special Beverly was, here is a dedication video we created in her honor that we showed at Convention.
Cruise Planners has a strong dedication to philanthropic outreach and this year we carried on the tradition of commitment through our charitable giving arm, CP Cares.
CP Cares Charity Contest: We loved last year’s CP Cares Charity Contest so much, we decided to do it again at the annual convention! The CP Cares Committee selected five charities, which were nominated by YOU to receive a $1,000 donation. The five winners were announced based on their amazing stories of giving back.
Congrats to the CP Cares Charity Contest winners:
• Cooper City Optimists nominated by Bob Zweig
• Davison Band and Orchestra Boosters nominated by Sarah White
• Snowball Express nominated by Angela Brumbaugh
• The Villages nominated by Jennifer Klingsmith
• University of Michigan Trauma Burn Center – Kid’s Burn Camp nominated by Lisa Mattern
In addition, all nominated charities were awarded $100!
Thank you for spreading positive Cruisitude in your communities throughout the year. We are all CP!
Light the Night: At this year’s convention, more than 600 of you participated in the LLS Light the Night Walk. Because of all your amazing support during the recent years, we have raised more than $1 million to support LLS and its fight against blood cancers!
Monique Minnick Anoop Mittra Margarita Navarette Charles RussellLinda Stern Ronda Zeneri
2016 Advisory BoardKelley Austin Melissa Haefele Peter Himmelberger Cathy Hoffman Debra Kerper Robin Katz Christopher Lingren
2016 Millionaires ClubDale Arroyo Kelley AustinAmy Baker Nancy Bogert Carl Bruno Merci CantwellMichael ConsoliKari BurkettDora & Tim DeemerPauline FinocchioEric GarciaMichael GelmanRodney GeorgePatricia GonzalezMichael GrahamAnn Hayward Linda HilsonJulie IrovandoRobin KatzMichelle KeenanKathy Kennedy
HO TEAM ANNIVERSARIES5 YearsKevin Munnelley, Olaf Olen, Mirna Plana, Diana Riel, Cynthia Shobe
10 YearsChrissy Fee
FRANCHISEE ANNIVERSARIES5 YearsJen Akers, Stefanie Anton, Andy Austin, Kathleen Baker, Mary Baker, Pennie Beane, Yiraliz Beltran, Alan Bender, David Bennett, Caryn Berla, Tricia Berry, Kathy Biggins, Dennis Blackmore, Brad Boyer, Monica Brown, Raymond Brown, Anita Brown Ferri, Nancy Cahill, Brenda Caldwell, Denise Canavan, Beverley Castillo, Paul Cate, Janet Chiurazzi, Sandy Christiansen, Nancy Clark, Gary Costa, Sharon Cunningham, Valerie Dacosta, Cheryl Darwell, Bill Davidson, Debra Debrito, William Dillon, Valerie Dorsey, Doug Dykstra, Edmond Edwards, Karen Edwards, Steve Eickhoff, Ted Engborg, Anne Esborn, Maurica Felton, Paula Ford, Alex Foster, Dave Fowlie, Maryann Fowlkes, Marina Foy, Don Fuchs Jr., Marissa Gabriele, Eric Garcia, Lucy Garcia, Jim Giffin, Lynna Goldsby, Alicia Gonzalez, Patrick Goode, Heather Goodstein, Juram Gorriceta, Adrienne Greben, Linda Greene, Kathy Greenstein, Gordon Gronkowski, Barbara Hall, Richelle Hallgren, Pam Hamilton, Heidi Harrison, Stephen Hart, Matt Haviland, Liz Henry, Randy Hobday, Cathy Hoffman, Rhonda Hopkins, John Hulbert, Kathy Jirau, Kerry Johnson, Lisa Kennedy, Amarjit Keshav, Daryl King, Linda Knight, Lue Ann Koppa, Debra Kubisak, John Lang, Cathy Larosa Sheehan, Christopher Lingren, Darla Logsdon, Susan Lowry, Brian Mackey, Debra Maclean, Bob Mankin, Lisa Marmon, Lisa Mattern, Mary May, Jan McDiarmid, Jackie McDonnell, Terry S. McKinney, Sharon Melanson, Donald Merritt, Lene Minyard, Carla Mirabella, Vonetta Renee Mitchell, Cyndi Morris, Timothy Morris, Jo-Ann Moss, Elizabeth Myers, Jaine Nelson, Estela Nolasco, Terri O’Connell, Karen Orlowski, Bob Parker, Tammy Peng, Gen Phifer, Monica Pollack, Melanie Raia, Nancy Rathbone, Nancy Raymond, Marcia Rice, Sharon Roberts, Sandra Rohrer, Wayne Rowe, Renae Schocke, Kristi Sharp, Vernon Sikora, Garrett Simulcik, Christy Smith, Bill and Debbie Snyder, Francesca Soda, Dawn Stevens, Beth Stewart, Sherry Stratton, Richard Tavernaro, Veronica Tucker, Pammy Tyler, Lesia Tyo, Joann Vilardi, Ann Marie Vis, Lilia Viscomi, Laura Wake, Claudine Waymire, Maryellen Winfield, Stacey Witte, Douglas Woodyard, Diane Wozniak, Alexandra Zamora10 YearsMichelle Allen, Carmen Arzon, Ethel Atanassov, Liane (Lee) Beck, Paula Belletiere, Fran Boggs, Virginia DeDad, Karen Delorenzo, Dara Dudish, Ellie Dulude, Catherine Erickson, Dorothy Flannery, Betty Haas, Jack Herklotz, Harry Hicks, Mary Kathryn House, David Kauffman, Charlotte Lawson, Roy Lazenby, Carolyn Leibowitz, John Manning, Monique Minnick, Donna Monsen, Caryl Olson, Linda O’Neal, Melinda Peters, Carol Rice, Karen Robinson, Staci Sanford, Evelyn Santos, John Sawh, Teresa Shivers, Ken Sudduth, Michael Tietjen, Kristen Vanderwater, Anthony Verile, Sarah White, Melodie Williams, Chris Yoest15 YearsSusan Apt, Dennis Bonade, Tracy Bonetti, Brad Case, Byron & Reba Chrisler, Kimberly Dorsey, Patricia (Patty) Fee Miller, Jeanne Allen Gore, Julie Green, Jayne Halley, Sydney J. Hosking, Anthony Klang, Anne Kleefisch, Sherry Leybovich, Patricia J. Lyons, Linda Maloney, Betty Mcclenan, Mel Mendelsohn, Janet Moshier, Debra Newkirk, Carleen Peaper, Vickie Pearson, Jenny Reed, Eleanore Rich, James Schellenbaum, Gerry Schommer, Doris Siegel, Faye Steiner, Adrian Wallace, Judith Wertheimer, Dennis Williams, Joseph Wincklhofer Jr., Michael Zeneri 20 YearsJulie Aliseo, Nancy Bogert, Linda Conner, Jeff Ehret, Sue Goodboy, Susan Husbands, Nancy James, Michelle Keenan, Becky Krupski, Dotti Martin, Patricia McGinnis, Sherry Pace, Vern Reynolds, Rebecca Strecke
2016 AWARDSThanks to your hard work, booking volume and dedication to your business, 2016 was another award-winning year for Cruise Planners. The trophies may live at Home Office, but the awards go to YOU!
Leadership Awards• Michelle Fee, EY Entrepreneur of the Year 2016 National Finalist
• Michelle Fee, EY Entrepreneur of the Year for Hospitality and Leisure in Florida
• Michelle Fee named Most Innovative Executive – Consortium, Cooperative or Travel Franchise Group, Silver Travvy Award
• Vicky Garcia, 100 Outstanding Women of Broward County
• Brian Shultz, CIO Awards Finalist from South Florida Business Journal
• Top Workplaces from Sun Sentinel
• Top Women-Owned Business (#3 in South Florida)
• Top Workplace Professionals from South Florida Business Journal
Partner Awards• Chairman’s Award – Royal Caribbean International’s highest honor• Elite Travel Agency of the Year – Norwegian Cruise Line’s
highest honor• American Express, Representative Excellence Award• Home-Based Partner of the Year – Celebrity Cruises • Franchise Partner of the Year – Carnival Cruise Line• Top Producer – Crystal Cruises• Cruise Connoisseur Club – Oceania Cruises• Platinum Circle Plus – Viking Cruises• Outstanding Top Producer – Insight Vacations• 500 Club Platinum – The Mark Travel Corporation -
Funjet Vacations, TNT Vacations, Blue Sky Tours, Southwest Vacations and United Vacations
• Overall Partner of the Year/Globe Award – Travel Impressions • Sandals - Top Host – Worldwide! - Top Host – National - Top Host – Southeast - Best of the Best Franchise Awards• No. 1 in category by Entrepreneur magazine
• 2016’s fastest-growing private companies in America on the Inc. 5000 list by Inc. Magazine
• 2016’s Best in Travel Category from Franchise Business Review
• No. 36 Travel Weekly’s Power List
• Top franchise opportunities for veterans – Franchise Business Review
• Top 25 franchise opportunities for African Americans – Black Enterprise
Travel Publication Awards• Gold Magellan Award for “Unleash Your Travel Instinct”
Full Sails mailer – Travel Weekly
• Gold Magellan Award for “Cruising the Luxe Life” Full Sails mailer– Travel Weekly
• Silver Magellan Award for January Magazine – Travel Weekly
• Silver Magellan Award for “Unlock your Experience” Full Sails mailer
TOP HOST TRAVEL AGENCYBEST OF THE BEST IN THE USA
Debra Kerper Joe & Becky Krupski JJ Kuykendall Sherry LeybovichPaula LhotskyTony LostumboJohn ManningLisa Marmon & Mathy WassermanJodi MooreMargarita Navarrete & Lidia RuizIrina PorterMonica PollackTom ShanleyKristin SharpMarjorie SuazoMaria TiltonPammy TylerSharon ViottoIrene WaitzmanJoel WilderBob Zweig
Your IT team has GROWN—in numbers and in product offerings, features and efficiencies built solely for you. In 2016, we’ve produced dozens of new tools and enhancements. But the work doesn’t stop there! We announced some major projects at Cruise Planners Convention that will be rolled out in 2017, so hold on to your hats!
Let’s look at the 2016 highlights:• CruisePlanners.com Redesign – updated imagery, content and new lead
generation
• eREZ Mobile Chat – unprecedented access to your site visitors and clients
• Viking River / Ocean – now available in eConnect (including Cruise Sheets with live pricing and retrievals)
• CP View – a new tool that provides keen insights for a given sailing. You now will know more details than ever about what type of sailings match your clients
• Tour Triggered Email Campaign – all the great functionality of the Cruise Triggered Email Campaign now available for tours
• eCard Builder – the beauty of eCards, the functionality of Email Builder combined into one new tool
• Trip Summary – brand new tool that allows you to create a complete itinerary view with beautiful pictures and interactive maps
• Vendor Confirmation System – you can now email your vendor confirmation emails for air, car or hotel into [email protected] and have them available for review and transfer in eREZ
On the horizon for 2017:eREZ 3.0• Redesigned and re-engineered for a modern look, faster
performance and easier-to-use format
• No more zooming and scrolling…eRez 3.0 will scale and look great on your desktop, tablet or mobile device for maximum usability
• Will support additional travel types and commissionable fields so no matter what you sell, it can be easily entered into eREZ
• New dashboard and Quick Links with what you need at your fingertips
• Global search! Search a reservation, client or event from one convenient place
Hotel and Car Booking Engine:New ways to search and book car and hotels right from within eREZ. And, our hotel search features specialty rates direct from American Express Travel.
CP Insights:• Brand new tool to analyze your customer’s behavior (important, since knowing more about your clients allows
you to market the right product to them)
• See and segment your customers (and prospects) with economic Cohorts, such as “Suburban Stability – singles & couples” or “Suburban Success – Upscale Families.” Imagine sending an Upscale Family Suite campaign to this group! Targeted marketing works!
Be on the lookout for our Tech Updates throughout 2017 and keep sending us your suggestions! We in the IT department love hearing from you and putting your ideas into new products.
INFORMATION TECHNOLOGY: THIS IS IT!
John ManningJulie IrovandoNancy BogertEric GarciaKathy Kennedy
Kelly BrewerPaula BelletiereNancy BogertMike & Amy MatthewsJJ Kuykendall
Nancy BogertPaula LhotskyDianne ResosHelen Quick & Lisa SmithTom Shanley
Nancy BogertBob ZweigKari BurkettLori VisserNancy Lilly
Monica PollackPatricia GonzalezSandra KeelMaria TiltonJeremy Lee
Top Land Vacation Sales
Michael ConsoliBetty HaasPatti SteeleJulie IrovandoKathy Lunceford
Monique MinnickPaula FordCathy HoffmanPaula LhotskyCyndi & Lonnie Morris
Top Luxury Cruise & Land Sales
Michael ConsoliLaura & Ralph WilliamsAndres PloompuuMichael GrahamDale Arroyo
Top River Cruise Sales
Michael ConsoliJulie IrovandoRodney & Lisa GeorgeMerci CantwellMichael Graham
Sherry LeybovichPaula PodradchikMichael ConsoliKristi SharpPammy Tyler
Monica PollackJeremy LeeDawn HaneyCarol Bracken Christopher & Julie Lingren
Julie IrovandoCarl BrunoJenny & Donald WilsonPat Shouldice & Richard StieffeMaria Tilton
Virgina Maurer
Lourdes Henesy
Debbie Connelly
Robin Roether
Paula Belletiere
Sandra Keel
Amber Sprague Costa
Michael Graham
Biggest Percentage Growth Year Over Year
Maria TiltonMonica PollackPatricia GonzalezMelodie WilliamsEileen Carson
Full Sails Direct Mail ProgramMore than 25 direct mail pieces, distributed to more than 1.6 million customers, were created with offers and themes that covered cruises, river cruises, land vacations and luxury travel. In 2017, look for more land and luxury themed mailers, as those markets continue to grow. These mailers are sent from YOU to your clients every other week, and the only cost to you
is the nominal technology fee. It is truly the best marketing value out there.
Award-Winning MarketingWe can say that and mean it, with four Travel Weekly Magellan Awards in 2016 for three Full Sails pieces and the Winter 2016 Magazine.
Your marketing team experienced many internal changes in 2016—we welcomed a new Director of Marketing, Marketing Specialist, Coordinator and Designer. But one thing remains the same…we continue to provide you with award-winning creative and strategic marketing pieces to inspire travel and help you build your business. Think of us as your personal advertising agency. In 2016, we created more marketing pieces than ever—1,067 and counting!
Highlights include:
The Real DealWe sent out 55 Travel Deal emails to more than 12 million this year. The addition of the Last Minute Deals and Spotlight sections increased click-through rates consistently since their inception. Look for a new Luxury eNewsletter coming soon in 2017!
Luxury & Land LoveWe will introduce new marketing pieces in 2017 that showcase luxury travel and land vacations, including:• Additional Full Sails mailers for Luxury,
Land and All-Inclusive• CPPod postcards with luxury and
land themes• Business cards for luxury specialists• More eCards suited for luxury and land
emails and offers
Please continue to reach out to the Marketing Team with your needs, challenges and ideas. We are here to support you as you build your business at [email protected]
TOP AGENTS 2016
STARNEW
SHOOTING STAR
RISING STAR
SUPER STAR
MEGASTAR
MARKETING
Land Vacations are steadily on the rise as more and more agents are seeing the benefits of recommending an all-inclusive resort for their clients. We even updated our tagline to be, “Your Land and Cruise
Experts” as this is truly what we want you to strive to be for your clients. We loved seeing all your pictures posted on Facebook with the places you visited. Just a friendly tip, all those “LIKES” are potential clients. Make Facebook work for you: Engage with your clients and work them! Top all inclusive hotels and resorts to sell continue to be Sandals and
Beaches, AMResorts, RIU, Hard Rock, Place Resorts, and the Playa Hotel Group. Stay tuned for all-inclusive hotel chains partnering with us this coming year.
Escorted Tours are also on the rise. Many of you have embraced this segment of land vacations and have really reaped the rewards. Remember most of our escorted tour companies pay 18% commission, so by selling this type of travel, you can truly increase your bottom line. If there is resistance from your clients regarding escorted touring, there is always the HOSTED option for them. This way they have a little bit of help in a foreign destination. Many of our escorted tour preferred partners have this hosted version for you to sell as well. Keep up the good work!
CRUISE PLANNERS UNIVERSITYNew CPU partners were added in 2016 to bring you additional education, marketing tools, resources and value-add options for you and your clients:
• Cruise Partners: Lindblad Expeditions, Cruise & Maritime Voyages, Ponant Cultural Cruises & Expeditions, CroisiEurope, Scenic Luxury Cruises & Tours, Emerald Waterways
• Tour/Land Partners: Quark Expeditions, Clipper Vacations, Luxury India Holidays
• Hotel Partners: Hilton Los Cabos Beach Resort, RIU Hotels & Resorts
• Destination Partners: Greater Fort Lauderdale Convention & Visitors Bureau, Hong Kong Tourism Board
WebinarsWe have hosted more than 268 webinars with more than over 24,000 attendees in 2016. In addition to learning about new offerings from travel partners and Home Office, more than 100 agents won some amazing prizes including bonus commissions, gift bags, beach towels, brand apparel, $2,130 in gift cards, 6 hotel stays and 2 shore excursions. Register for webinars via your calendar within eREZ or sign up via the links provided in Home Office News weekly emails and weekly webinar listings.
LAND VACATIONSCRUISE PLANNERS IS NO LONGER JUST CRUISE FOCUSED…WE ARE A FORCE TO BE RECKONED WITH IN LAND!
Grazie, Danke, Dalu, Tack, Natick, Obrigado, Merci, Terima Kasih,
Selamat, Gracias, Thank You!We’d like to send a BIG thanks to the following fabulous Millionaire’s Club members and Mega Stars who were featured guest franchisees this year:
If you are a Millionaires Club member or Mega Star in 2016 and are interested in being a guest franchisee at one of our future classes, please email [email protected] for more information. Please note that all spaces have been filled already for 2017, but we do have a back-up list in case someone isn’t able to make it. We are also looking ahead at training dates for 2018. We’d love to have you!
Associate Program:In 2016, the Premium Associate Program was introduced, providing associates an affordable way to have their own presence online, with a website, personalized communication through CP’s systems, customizable virtual Brochure Rack and membership to the CP Social (Facebook) program.
New for 2017, is the roll out of the Virtual Associate Training program, giving Associates a new alternative to attending live training class in Fort Lauderdale. Designed for those Associates that work another job during the day, or may have other obligations, the Virtual Associate Training program can be accessed from home. Virtual Training dates kick off on January 20. Visit eSource for details.
Travel Partner InformationWhat’s important is the information that helps you sell. In 2016 we worked hard to bring you travel partner information that could help you become an expert on products and destinations. The Tour Talk and Partner Spotlight sections of Marketing Monday featured 150 articles from our travel and value-add partners. More than 115 eBlasts about travel sales, specials and events were sent on-behalf of our partners.
Upcoming New Agent Training Classes in 2017:
TRAINING & EVENTS
Save the Dates! Upcoming Events for 2017 &
CP on the Road: Orlando Boot Camp – Jan. 26-28
(With Universal Orlando Resort pre-FAM opportunity Jan. 23-26)
Denver Regional & Globus Family of Brands Tour – March 16
(All Boot Camps include an optional day of training!)
Las Vegas Boot Camp – March 29-31(Just after the Home Based Travel Agent Forum)
Atlantic City Boot Camp – April 23-25
New Orleans Cruise Planners Forum: Focus on Land – May 24-26
Miami: Luxury Boot Camp – August TBA
Convention 2017 – October TBAPalace Resort, Cancun, Mexico
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January 17-22
March 6-12
May 16-21
July 11-16
September 26-October 1
November 28-December 3
Houston Callaway – Jr. Project ManagerHouston is an adrenaline junkie at heart; he was born and raised in the exceptionally small town of Thurmond, North Carolina. After playing sports in college, he’s been traveling the world attempting to be the tallest person wherever he’s at (he’s 6’8”). In his spare time he likes to spearfish, is a closet bookworm, and has a unique expertise in working with pregnant horses. He’s usually the friend that is easiest to convince to do something dangerous, and his first thought upon seeing water is “Is there something I can jump from?”
Jeunesse “JayCee” Clarke – Business Development Specialist Jeunesse hails from Hanover, Jamaica and migrated to Sunny Florida in 1990 has been in the travel business since 1996, where she started in reservations at Certified Vacations, followed by travel positions at Bank United and Universal Travel. When Jeunesse is not working she spends her time with family enjoying one of her 3 loves, food, travel and/or entertainment island girl style.
Angela DeDomenico – Manager, Groups & CP VacationsAngela’s path to CP Home Office began in 1988, when she left IBM to become a travel agent and in 2000 joined CP as a franchisee, working her way to Millionaire status. She is committed to assisting other franchisees and enjoys spending time with new agents. When Angela is not cheering for Bruce Springsteen, Bon Jovi or her beloved NY Giants, she spends her free time at the beach or her boat for dive trips.
Lionel Dedos – Business Development Specialist With more than 25 years in the cruise industry, Lionel has worked with Dolphin Cruise Line, Royal Caribbean, Norwegian and most recently Regent Seven Seas. He’s a huge fan of the local teams in football, basketball and hockey and is a season ticket holder for the Hurricanes football team. In addition to traveling, he enjoys fishing, camping, golf, and also likes to cook.
Ryan Donahue – Software DeveloperOriginally from Boston, Ryan is a developer who has been living in South Florida for nearly 10 years now, and has since learned to pronounce the letter R and has nearly dropped the word “wicked” from his vocabulary! He loves to play soccer, enjoys the gym and is a fan of The Walking Dead, Game of Thrones, and any video game ever made.
Ana Esturilho – Business Intelligence SpecialistPrior to joining Cruise Planners, Ana worked for Vantage Hotels and Boca Raton Resort & Club. She is working towards a Bachelor’s Degree in Hospitality Management at Florida Atlantic University. On a personal level, Ana enjoys combining being active and social by running themed 5k races with friends, going to concerts and watching The Walking Dead.
Alisa Farber – Business Development SpecialistAlisa was born and raised in Westchester County, NY and moved to Florida in 1996. Her career spans 25 years in the travel industry, with many years at Liberty Travel. Alisa loves to travel and has been fortunate enough to have traveled to many exciting destinations. She enjoys spending spare time with her family, especially her husband and their 8-year old son Nicholas.
Stacie Faulds – Director of Marketing Stacie joins CP after a 22-year career in public relations and marketing for the Greater Fort Lauderdale Convention & Visitors Bureau. She is an upstate NY transplant with a love of cruising, cooking and rock concerts. Her free time revolves around her friends and her family of four.
Adrian Gallo – Graphic Designer Adrian has 20 years of experience in human resources, marketing and strategic business development. When not designing marketing collateral for CP, Adrian keeps busy being a father, attending business seminars, traveling, hitting the gym or mentoring young and inspiring entrepreneurs.
NEW FACES
Michael Heim– Business Development SpecialistMichael moved to South Florida five years ago via Liberty Travel in NJ, where he started as an agent, He loves traveling to the Caribbean and Mexico, and is a warm weather person despite his Northern upbringing. Outside of work he is a borderline Parrot head (thanks Jimmy!) and loves beachcombing, craft beer & rum, spending time with his dogs, friends, and family.
Cara Helbein – Quality Assurance SpecialistCara was born in Philadelphia but has lived in South Florida most of her life. She has more than 7 years’ experience in QA and has worked in the hospitality industry as reservations manager and front desk supervisor. She enjoys archery, cooking and more importantly eating! She also likes to watch any type of forensic show and all Bravo shows.
Denise James – Franchise Compliance Coordinator Before joining CP, Denise was a Legal Assistant for foreclosure law firms for the past five years and was a Mortgage Loan Processor before that. Jamaican born and California raised, she has two beautiful children with a 13 year age difference. Denise loves the outdoors, shopping, good food, shopping, The Walking Dead, traveling, and shopping for good food…and did we mention she loves shopping.
Fabian Jimenez – Franchise Compliance AssistantFabian recently completed his bachelors in Psychology from Florida International University. He worked in foreclosure law before this as an assistant and is happy to be part of the CP team. As a child and teen, Fabian played ice hockey at a level that took him across the country. His hobbies include spending time with family and friends and also watching his favorite shows, Survivor and Big Brother.
Denise Julien – Business Development SpecialistOriginally from Jamaica, Denise has been in the US, and the travel industry, for more than 20 years, during which she worked at Travelex Insurance Services, Costa Cruise Lines and SuperClub resorts. For fun and relaxation she attends jazz concerts (preferably Brazilian) and swims whenever she can. She loves to entertain and cook, with a specialty in Jamaican cuisine.
Sara Matulonis – Public Relations – Digital Storyteller Sara is a lifelong Floridian and lover of all things bright, sunny and beachy. She went to undergrad at Penn State where she studied photojournalism. After college, she taught high school in Jacksonville and then attended University of South Florida for her Master’s in Global Sustainability with a concentration in Sustainable Tourism.
Kirstin Osterberger – Marketing Coordinator Kirstin grew up in Naples, FL and moved to the east coast eight years ago to pursue her bachelor’s degree in Marketing and International Business at Florida International University. She has customer service and marketing experience in wedding and events, accounting, retail and healthcare industries. Kirstin loves to travel, recently got engaged and enjoys discovering new restaurants, spending time with her family, participating in charity runs, and going to the beach.
Erwin Perera – Technical Support Representative Prior to joining Cruise Planners, Erwin worked in the tech industry for more than 10 years, both freelancing and as a Help Desk Specialist at TeleNetwork. He spends most of his spare time with his wife and son, watching movies (he’s a self-described sci-fi nerd), and playing PC games.
Shalini Ragoonanan – BookkeeperShalini is a recent college graduate with a degree in accounting and brings 10+ years of experience to her position at CP. When she’s not working, she is involved in humanitarian projects like organizing food drives and other charitable events. She also loves cooking, listening to music from different cultures and watching reruns of Friends and Seinfeld.
NEW FACES Continued
Nelson Ramirez – Technical Support RepresentativeA Miami native, Nelson worked his way up to the field of technology, and is a recent college graduate. Nelson is a musician, a youth lead in his church, and is newly married. Nelson loves to seek new exciting adventure, and enjoys food, games and sports.
Nicole Romero – Business Development Specialist Nicole has been working in the travel industry for 1 & 1/2 years at Special Needs Group. Before working there, she was in the casino industry for 11 years in management. She’s been married for 9 years and has two beautiful children, Juan Jr. and Victoria. She loves to spend time with her family and make memories. Last year her whole family went on a Disney cruise for her father’s 70th birthday. She’s been on cruises in the past, but says Disney was an amazing experience. That further sparked her interest in cruising and travel. She’s looking forward to joining this great company.
Shandra Rouse – Marketing Coordinator Shandra is originally from St. Eustatius, an island in the Caribbean, but moved to Florida 14 years ago. She worked for a shipping agency in the Caribbean and a publication company in the maritime industry before joining CP. Shandra enjoys modeling and baking. She loves traveling and all things nature, and recently discovered a hill for the first time in Florida that wasn’t a landfill, which made her happier than it should :)
Theresa Scalzitti – VP of Sales and MarketingTheresa has been a longtime friend of Cruise Planners during her 21-year career at Royal Caribbean Cruises Ltd., where she helped Cruise Planners consistently exceed revenue growth goals and earn top honors. Theresa has traveled extensively and enjoys learning about different cultures over a great meal and a glass of wine. She and her husband have three children, and when she isn’t spending precious time with her family and friends, she enjoys CrossFit, catching up on reality TV and loves Games of Thrones, Homeland and House of Cards.
Gary Smith – Linux Systems Administrator Gary has over 10 years of experience in the IT industry working in a wide variety of roles – everything from a call center to working on systems involved with the Space Shuttle (no joke!). When he’s not working with computers, he enjoys working on his car, playing guitar, playing with his dogs and hiking nature trials.
Cindy Soto – Technical Support Representative Cindy is veteran of the travel and tourism industry with thirty-five years of experience, including positions at Eastern Airlines and Worldex Travel. In her spare time, Cindy successfully runs her home-based business Sweet Servings and is a successful event planner. She loves spending time with her family & friends, and she loves Disney, Tinkerbell, football and scrapbooking.
AJ Swann – Mobile Application DeveloperAJ is a South Florida native who loves dogs, watersports and all things technical. He is an avid lover of Android, robotics, and all things computer science related. Having built mobile applications for AT&T, Royal Caribbean, Tracfone, StraightTalk Wireless and the Department of Corrections, he considers mobile app development the pinnacle of a lifelong career path which started at age 7 when he took apart his first computer.
Jonathan Torres – Software DeveloperJonathan was born and raised in Puerto Rico and has lived in Miami for almost two years. In 2008, he earned a Bachelor’s Degree in Animation and has been developing websites and web applications for the past 7 years. Jonathan enjoys playing basketball, learning a new programming language, video games, sci-fi books and movies.
Melysa Westreicher – Business Development Specialist Travel is in Melysa’s blood because her mom has been in the industry since before she was born. Her first flight was to Austria at 8 weeks old to meet her grandparents and her first cruise was when she was 4 months old. Prior to joining CP, Melysa worked at Royal Caribbean and Special Needs Group. She loves all things Disney and Star Wars, and is the proud mommy of an adorable French bulldog.
NEW FACES Continued
Year one down and the partnership with Sendible has come with rave
reviews. The CPsocial program offers a new professionally branded Facebook business page with pre written posts, and a super user-friendly dashboard only available at the CPpro level ($100 annual fee). The dashboard allows members to connect up to 20 different social profiles plus more!
In 2017, we will spread more CPsocial love with content available for Twitter and Instagram for CPpro users only. Hold tight CPpro users as we will host a webinar in first quarter to explain all the details of how this functionality will work to your advantage. Feeling left out CPbasic users? You’re welcome to join the CPpro club at any time. Simply go to your franchise profile and update you level and click SAVE. Easy, peasy.
You asked. We listened. In August, we rolled out the CPsocial program for the Premium Associates Program. Talk about more CPsocial goodness all around. CP is making its mark in the social universe!
CPsocialSM
Wedding KitsNew kits were created so that you can focus where you specialize. Whether it’s Jet Ski or snow ski; take the best of both worlds to your next wedding show. Combine the two or go with one style that works for you. We have “Tropical” for that island flair or “Ice” for those daring to marry on a glacier. We even have the Original Cruise Planners “Bling” Kit. Because at the end of the day, love is all you need with a bit of CP bling. Basic Kit - $100.00 (plus tax and shipping)
Cruise Planners exclusive Certified Destination Wedding Designer Rolled out mid 2016, the certification program is an opportunity for you to gain top knowledge in the very lucrative wedding and event market. The certification includes a ten-module course and a short quiz after each module.
Modules include: Sea of Love Weddings & Events LGBT Weddings Popular Breathtaking Destinations Finding CouplesInternational Hotspots Celebration MarketCruise Weddings Booking ProceduresAll-inclusive Resort Weddings Honeymoon Registry
WEDDINGS, EVENTS AND MORE.
Congrats to the following Certified Destination Wedding Designers:
Dee Dee KullenbergDon FuchsMatthew ExclineDiana PetrieRuthelise AndersonLorrie Ortega
Eulalie YoungClark DaughertyChrissia BahlMarjorie DilkesJames Dilard
In 2016, the Business Development department had to keep up with all of the growth. So, we added several team members to help you succeed.
• With the addition of two new Foundation coaches, we now have a coach for each region: North, Central, West, South East and South Florida.
• The Foundation coaches made than 8,000 calls this year! And from the feedback we received, they are helping you GET STARTED.
• Our Regional Coaches continued to help you build your business.
• Regional Coaches made over 10,000 calls this year and we saw your sales jump tremendously.
• We added new faces to our inbound team. We now have five Business Development Specialists to help answer all your questions.
• And our Coach’s Corner continues to add value to your day!
• How about the Regional Facebook pages? There is lots of engagement there and is another way to communicate with all of you.
Have you booked into Home Office Groups lately? Have you noticed the tremendous rate advantages available? Check out Marketing Monday for highlighted dates offering substantial group savings. You can also check ESource>Groups>Group Price Advantage for a listing of all dates with price advantages.
Here are just some of this year’s highlights:• Added additional 4 & 5 day sailings,
holiday sailings and new itineraries
• Introduced Cruise Tour groups on Princess Cruises
Some cruise lines have changed their group focus and functionality • Royal Caribbean added new
functionality with Espresso
• Norwegian Cruise Line introduced new group policies and re-pricing structures
• Oceania Cruises is now offering a new Amenity Partnership Program
What a value! And more and more agents are seeing the benefits. Take advantage of these packages and compete with online travel agents by offering your clients something exclusive.
This year we have made several changes:
• Added new destinations and products: CP Vacation packages now available on river cruises, Asia, Australia, New Zealand and the South Pacific.
• Expanded pre-and-post hotel stays with independent tour packages throughout major cities in Italy.
• Introduced Princess Cruises to our CP vacation packages.
• Broadened our Alaska packages by offering more options for your clients.
• Customized more packages to help you compete against those Online Travel Agencies.
• Added ability to deliver current more dynamic pricing.
• Added team members to help you service your clients better and learn how best to sell CP Vacations.
BUSINESS DEVELOPMENT DOES IT AGAIN
GROUPS
CP VACATIONS
AMERICAN EXPRESS AGENT TOOLS/PROGRAMS
In 2016, Cruise Planners processed 150 MILLION points! That was an increase of 25% over 2015 and the most points redeemed ever!!! Congratulations to all for making that happen.
More than 600 Cruise Planners agents have access to the Pay With Points (PWP) tool. If you don’t have access, please make sure to take the quiz that is available on the AxtraWeb. You can find it under Supplier Learning Academy>ELearning>Membership Rewards Pay with Points Quiz.
Cruise Planners was once again was awarded the Representative Excellence Award which recognized the top 25 performing agencies in the network.
Here are just a few programs that have been added or enhanced this year:• Launch of the new Supplier Learning Academy
• Revitalization of the AxtraWeb including easier navigation and access to American Express Benefit and supplier information
American Express Learning ForumThis year, more than 120 agents attended the annual American Express Travel Forum in Phoenix. American Express brought all the teams together including American Express Travel global team members, the Representative Network, Travel Associates and all Owners and Managers. This integration was intended to build stronger relationships across our businesses as we work together to win the hearts of customers worldwide. Keep an eye out on the Rep Reporter for more information on next year’s event.
2016 was another AMAZING year for Cruise Planners agents. Cruise Planners agents were engaged and used the tools made available exclusively for them. As a result, Cruise Planners grew their businesses.
2016 WRAP UP
• U.S. travel revenue grew by 11.7% in 2016. Cruise Planners revenue grew by 24.1%
• In 2016, 54% of American Society of Travel Agents reported year over year growth. However, due to your hard work, CP exclusive promotions, training, cool marketing, CP technology, and all the fantastic tools available to you, 71% of Cruise Planners franchises had year over year growth in 2016!
• Cruise Planners franchisees had 225,609 vacation departures during the year. Because of this growth in the number of departures, the average Cruise Planners agent who had year over year growth grew his or her business by 55%. One way successful franchisees grew their businesses was by adding associates. 71% of Rock Stars have at least one associate, as do 80% of Mega Stars, and 90% of Millionaires Club members.
• Cruise departures were up 16%.
• Land vacation departures were up 35%.
• Travel insurance sales were up 23%. A higher percentage of your bookings were insured in 2016 compared to last year.
• Air, car, and hotel departures were up 21%, 20%, and 47%, respectively, in 2016.
• Due to this uneven growth in the different travel categories, the sales mix for the average franchisee in 2016 was: cruises 67%, land 24%, travel insurance 5%, air, hotel and car 8%.
• With all these departures, Home Office paid out $32 million in commissions to you in 2016 (compared to $30 million paid out in 2015).
• The number of Millionaires Club members is expected to grow by 25% based on 2016 departures (compared to a growth of Millionaires Club members of 32% at the beginning of this year based on 2015 departures).
• With regards to training opportunities: • 600+ CPU modules were available in 2016 • 51,598 courses were taken during the year • 6-8 live webinars were offered weekly • On average, there were 100 participants per webinar in 2016• With regards to marketing opportunities, 79% of the
Cruise Planners agents who grew their businesses in 2016 participated in the Full Sails program. 82% of the Cruise Planners agents who didn’t grow their businesses in 2016 didn’t participate in this program. Full Sails works!
• Launched in July 2014, Smart SelectSM was a relatively new tool for Full Sails. It identifies clients in your database that best match upcoming initiatives. Using Smart Select, sales were up every month in 2016. In some months sales were up 30%!
• When Cruise Planners promoted exclusive deals, your customers responded. During those exclusive promotions, you showed huge sales spikes (31%, on average, for those suppliers). CRUISE SALES WORK!
• With regards to tools available exclusively for Cruise Planners, eMail Builder and eCards were used 271,000 times in 2016. 92% of the Cruise Planners agents who grew their businesses in 2016 participated in the eMail Builder and eCards programs. 56% of the Cruise Planners agents who didn’t grow their businesses in 2015 didn’t participate in these programs.
• 84,000 Cruise Sheets were created by franchisees in 2016. 95% of the Cruise Planners agents who grew their businesses in 2016 created cruise sheets.
• 73,923 bookings were made through eConnect in 2016. 72% of the Cruise Planners agents who grew their businesses in 2016 used eConnect. 71% of the Cruise Planners agents who didn’t grow their businesses in 2016 didn’t.
• 12 million Travel Deals were sent out in 2016. Open rates for Travel Deals averaged 14.4%, above the industry average. Opt outs were only 0.02%. That’s because Marketing made Travel Deals more personalized, added an e-newsletter and added more land vendors.
• In 2016, agents created 2,844 Brochure Racks that had 139,168 hits. 2,828 of those Brochure Racks were shared via email and another 653 were shared on social media.
• Cruise Watcher (which notifies you when sailings become available that match criteria you set for each watch list you’ve created) had 2,307 notifications set up in 2016, and Value Tracker (which notifies you when the price of sailings dip below what you sold them for so that you can be the “hero” for your clients) had 7,112 notifications in 2016.
• In 2016, there were 102,000 logins on Cruise Planners Mobile (the mobile app for your customers).
• In 2016, there were 324,000 emails sent out as part of Cruise Planners Triggered Email campaign. 20% of your customers clicked on at least one element of those emails.
9
AccountingMatthew Kruszewski Corporate Director of Finance
Louis Conserve Business Intelligence Specialist
Karen Lucas Controller & Director of Accounting
Jennie Morejon Assistant Controller
Maja Palmer Staff Accountant
Lidia Perez Bookkeeper
Shalini Ragoonanan Bookkeeper
Kat Reiher Bookkeeper
Vivian Talavera Accounts Payable Specialist
Ibis Penate Franchise Compliance Manager
Alva Lee-Carroll Franchise Compliance Coordinator
Denise James Franchise Compliance Coordinator
Fabian Jimenez Compliance Assistant
Eileen Lisnoff Agreements & Maintenance Fee Specialist
Jocelyn Smith Franchise Services Manager
Eleonor Acosta Franchise Services Specialist
Kelsey Zeidner Franchise Services Specialist
Rae Ann Quimby Franchise Services Coordinator
Franchise SalesDon Luria Franchise Sales Manager
Laurie Martin Franchise Sales Manager
Dan Chiafair Franchise Development Specialist
Diane Chiafair Franchise Development Specialist
Tony Bello Franchise Development Specialist
Meche Roeder Franchise Coordinator
Susan Speranza Franchise Coordinator
Marketing & Creative Projects:Teresa LeClair Associate Director of Creative Services
Stacie Faulds Director of Marketing
Amy Cassini Marketing Manager (starts Jan)
Kirstin Osterberger Marketing Specialist
Chrissy Fee Senior Graphic Designer
Adrian Gallo Graphic Designer
Sherdean Rhule-Rheaume Graphic Designer
Shandra Rouse Marketing Coordinator
OperationsCynthia Shobe Travel Service Manager
Charlene Camp Receptionist
SalesLaura Blanco Director of Sales
Montana Fee Sales Coordinator
Public RelationsCaitlin Gardner Director of Public Relations
Sara Matulonis Digital Storyteller, Public Relations
Strategic Partnerships & Agent EngagementCathy Kusuma Sr. Director, Strategic Partnerships & Agent Engagement
Debbi Dunn Event Operations Manager
Julianne McDermott Strategic Partnerships Coordinator
Mariah Baker Events Coordinator
Groups & CP VacationsAngela DeDomenico Manager, Groups & CP Vacations
Sonia Duenas Groups Manager
Francisco Vargas Groups Manager
Miriam Gonzalez CP Vacations Supervisor
Ana Esturilho CP Vacations Coordinator
TrainingAshley O’Ryan Training Content Manager
Justin Roland Franchise Training Manager
Human ResourcesLisa Granata Human Resources Manager
Business DevelopmentDiana Riel Director of Business Development
Ali Colombo Manager of Business Development
Nick DeSantis Manager, Top Producers
Mirna Plana Special Programs Manager
Mauricio Ponce Manager of Strategic Programs
Anthony Burke Team Leader, Business Development Specialist
Kathy Bardaji Business Development Specialist
“JayCee” Clarke Business Development Specialist
Michael Heim Business Development Specialist
Carlos Perez-Villa Business Development Specialist
Nicole Romero Business Development Specialist
Melysa Westreicher Business Development Specialist
Melissa Caballero Business Development Coach
Alisa Farber Business Development Coach, Central
Region
Cindy Soto Business Development Coach, West RegionMichelle Suarez Business Development Coach, Southeast Region
Lionel Dedos Foundation Coach, West Region
Alina Hernandez Foundation Coach, South Region
Denise Julien Foundation Coach
Ron McElhone Foundation Coach
InformationTechnologyPhill Guerra Director of Technology
Olaf Olen IT Support Services Manager
Patrick Verrier Lead Software Developer
Dan Alvarez Software Developer
Ryan Donahue Software Developer
Kevin Munnelly Software Developer
Jeff Payanis Software Developer
Brandon Sachs Software Developer
Gary Smith Linux Systems Administrator
Petagae Butcher Project Manager
Houston Callaway Jr. Project Manager
Marc Eccleston Quality Assurance Specialist
Cara Helbein Quality Assurance Specialist
Mercedes Ortiz Quality Assurance Specialist
Jaron Hunter SEO Specialist
AJ Swann Mobile Application Developer
Fifi Almonte Web Program Manager
Elvis Rosado IT Specialist
Erwin Perera Technical Support Representative
Nelson Ramirez Technical Support Representative
Michelle Fee CEO, Co-Founder, Co-Owner
Vicky Garcia COO, Co-Owner
Tom Kruszewski CFO, Co-Owner
Executives Brian Shultz CIO
Dan Hicks VP of Franchise Development
Theresa Scalzitti VP of Sales & Marketing
HOME OFFICE TEAM