A seasoned team of trainers and consultants: Professional, knowledgeable, and passionate! Meet the team who
"Ignite the Fire!"
As a lead facilitator, consultant, and speaker for MCA, Kim brings 15 years of experience
in leadership, training, personal coaching and organizational development. She works with
customers in sales, customer service and leadership training. Kim also assists MCA's
Development team in conducting needs assessments, developing new programs and project
management. Before joining MCA, Kim began her career with the Pebble Beach Resorts,
first in sales and reservations and then in training and development. Kim's coaching
skills and enthusiasm promote open communication and active participation in her
workshops and with our clients. She has a passion for service and leadership excellence,
which comes alive in the classroom.
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A motivating facilitator and speaker, Stefanie brings a unique and dynamic perspective to each workshop.
With twelve years of sales and leadership experience, Stefanie is able to inspire others to build on their
strengths in the work place in order to achieve a competitive edge in today's growing global economy and
business environment. She has lived in Belgium, Germany, Senegal (West Africa), the United States, and
Panama and speaks four languages, English, German, French and Spanish. Her international background
gives Stefanie a unique perspective of local customs and traditions, and the importance of working together
successfully within different business cultures. Prior to joining MCA, Stefanie worked with Four Seasons
Hotels and Resorts in Palm Beach and Philadelphia, The Ritz-Carlton, Palm Beach and with the historic
Westin St. Francis and Marriott Moscone Center in San Francisco. Stefanie currently resides in Palm Beach,
Florida and is also enrolled in the Executive MBA program at Florida International University in Miami.
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Master Connection Associates, (MCA) is a premier international consulting and
training organization specializing in service delivery, sales, and leadership
performance.
As an international facilitator, consultant, and speaker for MCA, Teresa Burr
is a dynamic, straight talk presenter with great enthusiasm and ability to
captivate her audiences. With 15 years of experience in the hospitality industry,
Teresa has gained in-depth knowledge in sales, food and beverage, leadership,
and customer service.
Prior to joining MCA in 1999, Teresa was the Director of Catering and Conference
Services at the Doubletree Austin Hotel in Texas. Her hospitality career has
encompassed positions in all aspects of group sales, catering, and conference
services with leading hotel companies such as: Omni Hotels, Hyatt Hotels and
Resorts, Westin Hotels and Resorts, and Sheraton Hotels and Resorts.
MCA works with a wide variety of clients representing a diverse cross-section
of industry segments, such as: hospitality, travel, automotive, telecommunications,
insurance, medical, healthcare, pharmaceutical, legal, transportation, financial,
consumer goods, and the U.S. Military, just to name a few. Over the past several
years, Teresa has expanded her knowledge in sales, management, and customer service
by working with hundreds of clients in industry segments such as these.
During her career with MCA, Teresa has been a speaker for organizations such as,
the United States Air Force, Wyndham Hotels & Resorts, and Starwood Hotels and
Resorts, National Association of Catering Executives, Society of Government Meeting
Planners, Meeting Professionals International, and The University of Michigan.
Teresa has been an active member of the National Association of Catering
Executives (NACE) since 1985 and she has served in various board and committee
chair positions. She is committed to supporting and participating in organizations
that support the hospitality industry. This involvement gives her the opportunity
to keep current on the latest trends in this business segment, among others.
Teresa resides in Austin, Texas with her husband and two children.
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Creighton Casper is a Strategic Partner with MCA in
the Consulting Division. He has over 20-years experience
in the hotel industry, both in marketing and operations.
His strategic planning experience is an asset to MCA's
customers as they continue to realign their strategies
in the future. Creighton has been the MCA leader in
restructuring global sales offices and hotel marketing
functions.
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Pat Castillo is a master facilitator in sales and customer service training, as well as leadership development. Pat's dynamic and motivational style has earned her tremendous success in developing and leading teams of employees all over the world, with both English and Spanish speaking audiences. As an international speaker and trainer, Pat has worked throughout North and South America, Europe, Canada and the Caribbean. She has been with Master Connection Associates for over 14 years.
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As a facilitator, consultant and speaker for MCA, Lori brings 25 years of experience in training and sales. Her previous work includes the development of learning workshops in customer service and leadership as well as work with entrepreneurial start-ups. Lori has worked in pharmaceutical sales with companies like Astra Zeneca, Abbott Labs and Lilly and has developed and facilitated training to major brands in the hospitality industry including the development and implementation of a 12-week management training program for new college graduates with Interstate Hotels & Resorts. She also developed and implemented an 18-month process for starting and running a successful consulting business for the Tanner Companies.
In addition to her background in the sales and training fields, Lori was the editor of the Tanner Companies' corporate newsletter, a member of the edit team for the new version of
The Relationship Edge and Jerry Acuff's recent book,
Stop Acting like a Seller, Start Thinking Like a Buyer. She is also published in the Journal of Sales and Major Account Management, from Northern Illinois University and currently serves as editor of SMT Connections, the weekly online newsletter of The Professional Society for Sales and Marketing Trainers.
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Kelly Doba oversees MCA's Coaching and Shopping
Services Department. Her additional responsibilities
include meeting and event planning. Kelly's enthusiasm
and dedication is a true asset to MCA and to our
customers.
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Kathy Eby is one of MCA's lead trainers and consultants. Previously Kathy worked for Hyatt Hotels and Pebble Beach Resorts. With expertise in conference services, catering, sales, and training design, Kathy was MCA's Project Leader and Trainer for the U.S.A.F. Catering Initiative; a comprehensive program to standardize catering operations in Air Force Clubs around the world. Kathy's training experience in 15 countries provides her workshops with real-life customer service success stories. Currently, Kathy's focus is in energizing sales teams to maximize their revenue potential and to motivate employees to be 'Service Ambassadors' for their companies. Kathy's coaching skills and enthusiasm promotes open communication and active participation in her
workshops
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As a facilitator and consultant Curt Ewald brings global experience and broad
knowledge to MCA's coaching and consulting practices. His 30 year hotel career has
ranged from culinary apprentice at The Greenbrier to Senior VP of Starwood Hotels & Resorts.
He has worked in smaller luxury properties and upscale convention giants for companies
like Hyatt, Hilton, Regent and Westin - including eleven years based in Asia Pacific
that culminated with sales & marketing responsibility for 70 hotels and 6 brands
across 15 countries. He is an experienced team-builder and certified success coach
who employs humor as part of his transformational leadership style.
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A dynamic facilitator and speaker, Meghan Gendelman brings energy and a fresh perspective to her trainings. Her passion for service and understanding of what is required of a leader in today’s busy work environment enables her to motivate participants to reach the next level. Meghan brings seven years of domestic and international classroom experience to our clients. Prior to joining MCA, Meghan taught English at the Ministry of Defense and the Ministry of Transportation in Italy. Before that she was responsible for Training at Pebble Beach Resorts – overseeing all corporate, leadership, culture, and service trainings.
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Pam Jordan is one of the founding associates of MCA and has an extensive background in Human Resources and Organization Development. She plays an integral part in working with organizations to keep the training alive. Pam's classroom style is relaxed, yet passionate and creates an open environment. She works with customers in sales, customer service and leadership training.
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Michele is a front line expert in food and beverage operations, sales and service. Her dynamic personable hands-on approach crosses the line with employees and supervisors and allows for immediate results. Prior to joining MCA, Michele gained national recognition as a professional in the off site catering/event business, banquets, hotel and club-catering/ food & beverage. Her background includes Director of Banquets and Special Events for Pebble Beach Resorts, running international events such as the US Open, AT&T Pebble Beach National Pro Am, The Pebble Beach Concours d’Elegance and all corporate meetings and events for all of their corporate clients. Michele started her catering career with her own catering company in New York. She ran a highly specialized catering operation that created and serviced high end leisure and corporate events. She also spent several years at a high-end boutique hotel in La Jolla as Director of Catering and several years as Director of Food & Beverage with ClubCorp.
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Nancy Kemp has been with MCA for more than 10 years. Bringing more than fifteen years of hotel and meeting planning experience, she is an Account Manager and works with a variety of customers from Dolphin Quest to the Mandarin Oriental Hotel Group. Nancy is passionate about MCA and our customers.
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As a facilitator, consultant and speaker for MCA, Lyndal’s ability to effectively relate to diverse audiences with a pragmatic, hands-on approach is the result of fourteen years of hospitality experience. In addition to co-owning a restaurant, Lyndal has a solid background in hotel operations, including experience in the Rooms and Food & Beverage Divisions. She has spent the past eight years utilizing her operational expertise as a trainer and executive coach within the hospitality industry’s luxury segment, including Four Seasons Hotels and Resorts and Fairmont Hotels and Resorts. Lyndal has served as an internal and external consultant to senior management teams implementing strategic initiatives focused upon business results such as: error reduction, guest satisfaction and employee satisfaction. She has designed and delivered training curriculum including leadership development programs, new supervisor training, e-learning initiatives and a multi-stage new hire orientation program. Her experience also includes evaluating long term training impact and organizational effectiveness with the use of needs assessments, succession plans, performance appraisal analysis, 360 feedback systems, customer feedback and business outcomes.
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Bodie Lowe is the Print and Media Director for MCA with 12+ years of experience in the Graphic Production field introducing new concepts to several organizations. He is the associate behind the look of all MCA training materials and the one to ensure it gets to the training locations. Bodie has added a fresh element to all of MCA’s workbooks and literature while incorporating his ideas and input into other core projects to become a valuable asset to MCA.
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Shelley has been with MCA from the beginning. She has been responsible for many different aspects of the organization and currently, her main focus is sales, although she has responsibility for the corporate team which includes event planning, material production and accounting. Her tenure with MCA enables her to take a global approach to growing the company throughout our divisions in EMEA, Asia-Pacific and the Americas. Shelley was born and raised in England, which also provides her with an international perspective.
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Michael McSweeny is MCA's Executive Chef and is
currently on the United States Air Force Catering
Training Initiative Team. His ability to work with cooks
and executive chefs in the kitchen has added a new
dimension to the MCA team. He has been recognized on
national television as one of the most creative chefs
with an incredible flair for taste. Michael travels
extensively, working with our food and beverage
customers.
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Carla comes from a background in the Real Estate and Mortgage Industry where she
was an account manager. Her skill in selling, relationship building and developing
key accounts is an attribute to her position as an account manager. Carla manages
the social media networking for MCA and is responsible for developing new markets.
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As a facilitator and consultant for MCA, Miki brings
more than 14 years of proven leadership and sales
expertise in the luxury market gained from her years of
experience in leadership roles, including: Director of
Sales at The Four Seasons Hotels & Resorts, and
regional sales roles at The Ritz-Carlton Hotel Company.
At MCA, Miki’s experience and in-depth knowledge of
specific market segments and sales strategies has
enabled her to excel and set the stage for high impact
facilitation in the classroom. Miki has also been
successfully involved in consulting projects with MCA,
and offers a focused and analytical look at strategic
planning to meet company objectives.
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Cindy Novotny is the original founder of MCA and is
an internationally renowned leader in sales, leadership
and customer service. She has been recognized by the
American Society of Training and Development as one of
the most powerful, innovative and passionate speakers in
the industry. Cindy has become a "radical
mentor" for thousands of executives around the
world. Her ability to close the "gap" with
senior executives and line employees has made MCA a
leader in many industries. Cindy is responsible for the
leadership of all MCA trainers and consultants and
develops her team to go far beyond our customers'
expectations.
Read Cindy's blog! >>
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A recent graduate from Texas A&M University, Jessica has joined
the MCA team. With a Business Administration degree
and emphasis in the Maritime Industry, Jessica is focusing
on the shipping industry, International Ports of Call, and luxury resorts.
Growing up in the Hospitality Industry, Jessica will be involved
with our team in many aspects of training and business development.
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Lefty Novotny is the President of Master Connection Associates. His business expertise includes Sales and Marketing, Leadership Development, Customer Service Processes, Business Strategy and Innovation and Organizational Effectiveness. Lefty works closely with MCA clients to identify specific training objectives that when fulfilled by MCA produce significant result gains. In addition to his leadership role, he is responsible for business development, strategic alliance partnerships including the Performance Selection Process and e-destinACCESS software automation for the hospitality industry.
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Mike Pagano, "Pags" is a high impact
speaker and facilitator on the Master Connection
Associates team. He has over 14 years of leadership
experience in the United States Military and has
accumulated over 2000 hour's flight time in the F/A-18
Hornet Fighter Jet.
Mike brings a unique approach to MCA's training and
leadership offering. His extensive military background
and training in leadership skills, team building, and
military strategies are useful in today's combat
business environment. Mike is a senior facilitator
providing motivational speeches, leadership development
sessions and mentoring leaders in the art of performance
enhancement, task saturation and executing plans with
precision. He is a sought after speaker and motivator.
In addition to his responsibilities with MCA G-Force,
Mike is an Instructor for the F/A-18 Hornet simulator
and flies with a Squadron stationed at Miramar,
California.
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Ed Pierce is MCA's educational technologist and is
the mastermind behind MCA's training technology. His
background in training and development began several
years ago with the Shell Oil Company, where he pioneered
the development of the company's first interactive
video-disc training system and implementation strategy.
Ed was one of the first training specialists to
introduce training programs designed to yield measurable
results. His peers recognize him as a leader in training
around the world.
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Gina Viņa is currently a Senior Account Manager for MCA and responsible for sales and business development. In this role, she also conducts one-on-one coaching, needs assessments, and project management work. As a former MCA Facilitator, Gina offers a dynamic blend of experience and expertise to MCA clients. Before joining MCA in 1997, she enjoyed a career for over 10 years in sales and operational leadership positions with various resorts and global hotel companies. Gina holds a B.S. in Business Management from The University of Redlands.
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