Cindy NovotnY

An icon in the hospitality industry, 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, consultants and develops her team to go far beyond customers’ expectations.

Lefty Novotny

Lefty Novotny is the President of Master Connection Associates. His business expertise includes Sales, Marketing, Leadership Development, Customer Service Processes, Business Strategy and Innovation in Organizational Effectiveness. Lefty works closely with MCA clients to identify specific training objectives that when fulfilled by MCA, produces significant result gains. In addition to his leadership role, he is responsible for business development, strategic alliance partnerships including the Performance Selection Process (MCA’s exclusive talent assessment tool) and the e-destinACCESS software automation for the hospitality industry and meetings management industry.

Shelley marlow

From the inception of MCA Shelley has played a significant role. As a leader in sales, Shelley’s clientele spans the globe. Being born and raised in England, Shelley is able to adapt the cultural differences between doing business in America and Europe. Shelley is also responsible for setting up our International offices around the world.

Jessica Novotny

The next generation is led by Jessica Novotny. She is responsible for new business development at MCA.  A graduate of Texas A&M in business, she is focused on oil and gas market segments in addition to growing the hospitality, law and financial segments for MCA.

Carla Michael

Operations, logistics, sales and client service are the scope of Carla’s responsibility.  As a result- oriented individual, Carla manages operational efficiency and oversees administrative services providing a positive impact on service and quality excellence.  As an account manager and liaison, she develops strong relationships with partners, clients, trainers and vendors. Her ability to manage diverse aspects of the business gives MCA the ability to break into many new markets.  

katie Bissin

The Millennial Team – Katie Bissin brings the 'new generation' flair to the team.  She is in charge of MCA's creative design work, web design, social media, and marketing She manages our production department as well.  A graduate of ASU, with a degree in English Literature, she has vast knowledge in the art of writing and an extensive background in management.

christine Worden

Christine joined Master Connection Associates in 2018.  Her role encompasses business development and operations.  Christine an integral part of the team, impacting all aspects of the business.



Kelly Doba

Kelly Doba has extensive experience in project and event planning, mystery shopping and sales service coordination. This allows her to bring value to any assignment and clients.



Mary’s experience includes opening 2 luxury hotels – Pelican Hill Resort, The Mandarin Oriental, Las Vegas and “Hanna’s” Restaurant.  As a facilitator, she has sales and service expertise, particularly in food & beverage.  As a Millennial, Mary brings a fresh perspective to working with this huge generation of clients and associates.

Pam Jordan

Pam Jordan is one of the first 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.

Michele Joseph

Sales, leadership, food & beverage and a history of being a successful restaurateur gave Michele the background to be a leading trainer and consultant. Michele has a dynamic, personable and hands-on approach in the classroom. Her vast experience spans the globe in private clubs and luxury resorts such as Pebble Beach. She is responsible for many on- site consulting projects.

Kim Pung

Kim has years of experience in leadership, training, personal coaching, organizational development and training design work. She works with customers in sales, customer service and leadership training and training design. Kim began her career with the Pebble Beach Resorts, first in sales and reservations and then in training and development.



Jos weesjes

Jos has extensive corporate leadership experience leading national and multi-national teams of people across the world in marketing management, call center operations, distribution and sales, and has lead various international organizational design and change projects in finance, distribution and branding. Jos is a licensed NLP Master Practitioner, a certified Life Coach, Strategic Interventionist and holds an MBA from Georgia State University Atlanta. He worked and lived on four continents and currently shares his time working and living between Asia & Europe.

Stacey geyer

With numerous years of experience on the West Coast and in the Midwest, Stacey’s extensive background plays an integral part in her energetic and hands-on approach in a classroom setting. Her sales, convention services and leadership roles with major hotels and convention bureaus allow her to effectively facilitate on-site consulting projects by applying her diverse experience.

Nancy Kemp

Nancy is an experienced planner and consultant supporting the corporate team on a project basis and is a valuable asset to our trainers, sales managers and clients because of the history she shares with all of them.



Pat Castillo

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

Creighton casper

Creighton Casper has a significant consulting background with the ability to strategically align organizations and provide planning in marketing and operations. His tactical planning experience is an asset to customers as they continue to realign their strategies in the future. Creighton has been a leader in restructuring global sales offices and hotel marketing functions.


Kathy eby

“Eby” brings to life sales, catering and conference services training by offering “hands on” application and training processes. She is a lead trainer, consultant and spear headed MCA’s International catering training for the U.S.A.F. Catering Initiative; a comprehensive program to standardize catering operations in Air Force Clubs around the world.


Melissa is enthusiastic, knowledgeable and passionate about impacting people. She speaks on sales, customer service, leadership, communication, conflict resolution, building dynamic teams, and quality as it pertains to the luxury service industry. Her extensive hospitality experience includes the Pebble Beach Resorts where she guided departments including marketing, revenue management and the leadership teams to impact positive sales growth and guest experience.

Laura Leiva

Laura Leiva is a Millennial with luxury retail sales and customer service experience. This background and enthusiasm bring value to any assignment. Being fluid in both Spanish and English brings a great dimension to her value to clients.



Ann spent more than 15 years motivating people through a camera lens. She now takes her talents to another level as a consultant, motivational speaker, author, fundraiser and coach. 

Ed pierce

The foundation of MCA has been the solid design of our educational workshops. Ed Pierce, educational technologist, 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 of e-learning. 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

Marcia Murphy

Marcia Murphy has over 20 years of experience in the hospitality and luxury lifestyle industries. After starting her management career in resort operations for DisneyWorld, she worked as an Operations and Marketing Analyst for Westin Hotels & Resorts and was a first generation Director of Revenue Management for Starwood Hotels and Resorts. This experience led her to opportunities in sales and marketing with ecommerce companies such as Luxury Link, TravelCLICK and TripAdvisor. As the founder and principal consultant for Luxury Boutique Consulting, she worked with luxury hotels and lifestyle products and service entities to ultimately grow their overall asset value.

Monika Bohm-Fandino

Monika is the Wellness Reporter for MCA.  She started her career as a PR Manager and Journalist in Hamburg, Germany and London, UK. In 1998 Monika moved to Miami and since works as a TV producer and reporter for various TV networks in Europe and the US. Her hobby and passion is everything about health, sports, wellness and nutrition. Consequently she graduated from the Institute for Integrative Nutrition in New York City and added Health and Wellness Coach to her reporter career. Monika’s mission is to provide education about health and wellness to the corporate world. She teaches employees from management to on-site staff how to live a balanced life in a hectic environment so that they can begin to make healthy living, second nature

Linda newman

Linda Newman is a results-orientated, hands-on individual with extensive broad-based and progressively responsible experience in human resources and management.  For 15 years as Director of Employee Development, Linda provided strategic direction for the customer service initiatives and the development programs for the Executive Staff of Alston & Bird, LLP, a law firm which has been recognized by Fortune Magazine for the last fourteen years on its annual list of the “100 Best Companies To Work for in America.”  With Linda’s contributions, the HR team implemented and managed many programs that brought the firm national recognition as an innovator in branding a level of customer service that is unique to law firms. Linda can help leaders articulate the performance behaviors that make their culture unique and prosperous, and translate those through enhanced organizational communication and HR practices that will inspire the workforce and empower them to deliver the highest quality work.  She can help design multi-faceted engagement programs that will create value for an organization every day.


Rebekah Gregory

Rebekah Gregory is a simple wife and mother whose life was forever changed due to the events of the Boston marathon bombings on April 15, 2013. This horrible act of terrorism left her as one of the names of the seventeen amputees and therefore permanently handicapped at the young age of only twenty six years old.

Instead of being bitter, Rebekah has used her platform in a huge way by encouraging others worldwide. Speaking out about her story and own daily obstacles, she believes that life’s struggles are not only meant to teach us lessons, but make us better versions of ourselves than before. Rebekah’s delivery with her quick wit and contagious optimism is sure to have everyone feeling inspired and ready to make their own life changes. Outlining her popular phrase, “with every new day comes new hope” she never fails to leave her audience ready to “change the world.”

Marcy Blum

Marcy Blum’s experience as a Culinary Institute of America trained Executive Chef, restaurateur,  American ‘eventiste’ and founder of the industry’s foremost wedding and event production company for the luxury consumer makes her one of the most knowledgeable experts in the world.

As Founder and CEO of MBA she has expanded her luxury consulting business to include venue advisory, event planning and profitability consulting and keynote speaking to a multitude of audiences.

Examples of her consulting work include helping to create and develop Disney’s Fairy Tale Weddings into a profitable venture.  She also was an integral part of establishing Sandals Hotels wedding program, improving service and turning it into a highly profitable niche market.

Being a knowledgeable, charismatic story teller, Marcy is in high demand as a keynote speaker.  She has the rare talent to be entertaining as she connects and relates to her audiences with real life, actionable processes to improve operational and creative effectiveness in the wedding and event industry.


Tim  is recognized as a leader in behavior economics, employee selection and business success measurement. He has founded three consulting companies, directed the business units of two large global research firms, introduced new products for multiple global marketers and developed technology sampling and personnel selection systems for two others. 

Tim’s experience includes the development of new behavioral economic, organizational development, personnel selection techniques, research, forecasting, enterprise performance management and corporate reputation management. His work spans all industries including hospitality, travel, technology, automotive, professional service firms, real estate, package goods and manufacturing.

He served as head of the Travel and Leisure practice for J.D. Power and Associates where he introduced new award studies for the airline, airport and hotel industries, designing and reporting all studies supporting The Ritz-Carlton Hotel Company’s unprecedented second Malcolm Baldrige National Quality Award. His work supported Master Connection Associates’ expertise in running The Ritz-Carlton Learning Institute for over 13 years. 

Tim began his career at Burke Research where he developed the first sessions on data analysis for the Seminar program, served as Consulting Editor of the Journal of Marketing Research and taught at the University of Cincinnati.  He received an A.B. in Psychology from the University of Notre Dame du Lac and his Ph.D. and M.A. degrees in Experimental Psychology from the University of Virginia at Charlottesville.




Meet Charlie, Smokey, Star and Little Rookie!  They are our office mascots who keep us happy during the work week.