OTEC’s team of certified trainers and consultants develop training solutions that exceed client expectations and give them the tools they need to develop a stronger workforce and more competitive business. We are committed to effecting positive change in organizations by providing client service excellence and quality products and services.
Here are our current team members, their roles and how to reach them:
Victoria joined OTEC in 2006 as President & CEO and has repositioned and established OTEC as an entrepreneurial, innovative, customer-service focused training and consulting company, with a dynamic new vision and brand. She has built a strong, highly experienced team and Board, and her leadership has been instrumental in OTEC's strategic development and growth with an expanding list of national and international clients. With a focus on being a leading customer service training and consulting company, and through the development of workforce development partnerships and projects, Victoria has demonstrated a commitment to the sustainability and success of OTEC. Victoria is currently leading the evolution of OTEC into a technology-based organization recognized for the development and delivery of creative, leading edge, web-based learning products, amongst the best in the tourism, hospitality and service sectors.
As the lead strategist of the Ontario Tourism Workforce Development Strategy, she strives to help support and develop the Ontario tourism and hospitality industry. Throughout her over 30 years working within the sector both domestically and internationally, Victoria has guided some of Canada's major destination, attraction and service industry brands by leading successful sales, marketing, and operations teams. Victoria has owned several business ventures and also has extensive experience working with public, private and not-for-profit organizations.
Victoria's passion for the tourism and hospitality industry, including her volunteer leadership work on the Boards, or as Chair, of numerous tourism associations, destination marketing organizations, and academic institutions, has contributed to the growth and development of the tourism industry in Ontario and Canada. She currently sits on the Board of the Canadian Tourism Human Resource Council.
Victoria is a graduate from University of Waterloo with an Honours BA in Recreation and Leisure Studies specializing in tourism planning and development. She is also an OTEC Designated Trainer. Drawing on the breadth of her experience and knowledge about destination marketing and development, labour market trends and issues, branding, and social innovation, Victoria is a regular speaker at industry conferences and events.
With over 25 years' experience leading sales and operations teams and training for the hospitality, tourism and healthcare industries, Wendy brings her extensive knowledge and expertise to the role of OTEC's Vice President, Client Services. Wendy leads a team dedicated to helping clients achieve outstanding customer service results through the strategic pursuit of human resource and training initiatives.
Since joining OTEC in 2007, Wendy has used her senior management experience from some of Canada's top travel, hospitality and membership organizations to become the guiding force behind OTEC's tourism destination projects for many of Ontario's tourism regions. She has also consulted and lead leadership and customer service projects for the healthcare industry, including projects for long-term care facilities, hospitals and home care organizations, and for the transportation industry. Wendy frequently lends her invaluable expertise to guide OTEC clients by speaking at their conferences and AGMs.
Wendy is a graduate of Western University with a degree in Business Administration. She earned a diploma in Travel and Tourism from Centennial College and is an OTEC Designated Trainer. A believer in life-long learning, Wendy has participated in Executive Leadership Programs at McMaster University and Harvard Business School.
Adam Morrison, M.Sc.
Director, Project Development
As OTEC's Director, Project Development, Adam works to enhance OTEC's provincial labour market development initiatives by working with industry, government, educators and the not-for-profit sector. Adam works closely with OTEC's regional partners to integrate resources and systems into the sector and its networks to ensure that industry attracts, retains and advances a diverse and competitive workforce.
Since joining OTEC in 2008, Adam's commitment to developing projects to improve collaboration has led to his leadership of organizational research, capacity-building and sector-level strategy projects. Adam guides the integration of occupational standards into the workplace and facilitates workforce development projects such as the national Ready-to-Work network of tourism training projects. He also played a key role in the development of Ontario's Tourism Workforce Development Strategy.
Adam joined OTEC with a solid background of Canadian and international experience in HR training and consulting, employment services and organizational research. He is an OTEC Designated Trainer and also holds a Master's of Science degree from the University of Guelph in Capacity Development Studies with a specialization in soft systems methodologies and the management of international marketing networks.
Marina Shcherbina, MEd
Director, Learning & Development
With over 10 years in HR and learning and development fields, Marina leads OTEC's Learning and Development team as they design and implement learning programs that help OTEC clients and partners create customer-centric organizations. As Director, Marina lends her multinational expertise in professional and leadership development and extensive track record of improving organizational performance to all of OTEC's training, certification and human resource initiatives.
Marina is passionate about helping organizations fulfil their brand promise through people. Utilizing her experience with the full learning & development cycle, Marina has created learning programs for many delivery methods, including instructor led training, self-study, e-learning courses, WebEx seminars and blended learning programs. She has managed, led, designed and developed learning initiatives across a range of industries spanning finance, professional services, manufacturing and education.
Marina holds a Master of Education in Adult Education from the University of Toronto with a focus on Organizational Development and Change. She also has a B.A. in Education Psychology from Novgorod State University in Russia and a Certificate in Business Administration from Telemark University College in Norway.
As Training Program Facilitator, Ava-Dawn brings to OTEC over 10 years international experience in the hospitality and tourism industry within the resort, hotel, airline and cruiseline sectors and in areas of sales, customer service, events and training. As training and development manager for a major cruise line company, she facilitated and delivered onboard training programs in the areas of management, customer service, professional sales and train the trainer programs.
Ava-Dawn is OTEC trainer liaison and coordinates public and contract training program logistics provincially. She is also project coordinator for OTEC’s literacy project within the Ontario hotel sector.
Ava-Dawn has a Masters of Science in International Hospitality Management from Sheffield Hallam University in England and the U.K. and a Bachelor of Science in Tourism Management from The University of the West Indies in Jamaica and the Bahamas. She also holds a certificate in Adult Education/Staff Training from Seneca College and a diploma in Teaching English as a Foreign/Second Language (TEFL/TESL). Ava-Dawn is a designated CSTD Certified Training Practitioner ™ (CTP) and a member of the Canadian Society for Training and Development.
Ava-Dawn is on maternity leave as of May 2013. Please contact Lora Flanagan ext 215 in her absence.
Kim Bocking, MES
Project Manager, Workforce Development
As Project Manager, Workforce Development, Kim plays a key role in developing and managing workforce training and consulting projects across Ontario. In particular, Kim manages the partnership and programs between CTHRC (Canadian Tourism Human Resource Council) and OTEC, which includes the Ready-to-Work (RTW) employment preparation project, emerit Training Solutions, and labour market research initiatives.
Since joining OTEC in 2011, Kim has utilized her strong research background and customer-centric focus to play an integral role on many projects, including acting as project coordinator for the Tourism Industry Association of Ontario's (TIAO's) Ontario Tourism Workforce Development Strategy. She has also worked with many of OTEC's workforce development partners to deliver a variety of projects throughout Ontario serving newcomers to Canada, Aboriginal communities and transitioning adults.
Kim holds an Honours Bachelor of Science degree from Queen's University as well as a Master of Environmental Studies degree in Tourism Policy and Planning from the University of Waterloo, specializing in community-based tourism planning in the Caribbean.
Claire Sullivan, MES Project Manager, Client Services
Claire plays a key role in developing, managing and growing relationships with OTEC's clients and potential clients in the tourism, hospitality, healthcare and transportation industries. She manages project proposals, destination development and training projects and is actively involved in the development of OTEC's relationships with Ontario's Regional Tourism Organizations.
Since joining OTEC in 2010, Claire has used her experience working in customer centric tourism destinations and within municipal government in Newfoundland and Labrador to help organizations and destinations across Ontario achieve service excellence. She works closely with OTEC's marketing team to showcase OTEC's resources for Ontario's tourism and hospitality industry, associations and destination marketing organizations and plays a vital role in executing OTEC's contracts and training sessions.
Claire holds a Masters in Environmental Studies with a focus on Tourism Policy and Planning from the University of Waterloo and a Bachelor's degree in Tourism and Hospitality Management with a certificate in Business Administration from Mount Saint Vincent University.
Geni Humphrey is a part of the instructional design team and contributes to the design and development of learning programs for OTEC. As part of training development project teams, Geni coordinates training and development initiatives to ensure project deliverables and timelines are successfully met. As a client relationship specialist and liaison on these projects, she focuses on meeting and exceeding client needs. Additionally, Geni is an OTEC facilitator, delivering workshops both at OTEC and at client locations.
With over 12 years of international experience in the hospitality industry, Geni has worked in resorts and restaurants in roles including food & beverage server, bartender and front of the house supervisor. In addition to this hospitality experience, Geni worked as a facilitator both in Canada and in the Caribbean for over 5 years. As Coordinator of the English Language Department at an Enrichment Centre, Geni developed and delivered programs within a wide range of industries including the hospitality sector and financial industry. Focusing mainly on language and literacy skill assessment and development, Geni developed clients’ business communication and customer service skills.
Geni graduated with an Honours, Bachelor of Science, from the University of Guelph, Ontario, and in 2003 completed her Trinity CerTESOL certificate to teach English as a Second Language. In 2009 she completed the Adult Training and Development Certificate Program at Ryerson University.
Geni is on maternity leave as of January 2013. Please contact Marina Shcherbina ext. 206 in her absence.
Lora Flanagan, MIRHR
Coordinator, Training & Certification
As OTEC's Coordinator, Training & Certification, Lora brings to OTEC a strong background in human resources, customer service, training and hospitality to help provide certification credentials to individuals and to help bring service excellence to Ontario's organizations and destinations.
With a varied background working for major universities, customer service providers and consulting firms, Lora uses her experience to coordinate OTEC's internal and external training sessions, training materials and emerit certifications. She also researches content for new training workshops, customizes and updates existing training materials and assists in creating new training materials.
Lora recently completed a Master of Industrial Relations and Human Resources degree from the University of Toronto, studied Hotel Management at George Brown College and holds a Bachelor of Commerce in Marketing and Human Resources from Ryerson University. Lora is a certified Travel Industry Council of Ontario Travel Counsellor, is a member of the Human Resources Professional Association and is currently working towards her CHRP designation.
Jo-Anne lends her 20 years of experience in training and tourism to the design and implementation of learning programs to assist OTEC clients as they seek to create customer-centric experiences. Jo-Anne’s work includes the development of several blended training solutions on customer service skills for industry and government, which include customer service cycles, standards, instructor-led workshops and e-learning.
Jo-Anne honed her understanding of hospitality operations through senior management roles in the food & beverage and guest services departments of some of the world’s leading hotel brands. By transferring her own hospitality operations knowledge to the training and development mission of OTEC, Jo-Anne offers OTEC clients first-hand experience and practical knowledge in the development of training programs to enhance their operations.
Jo-Anne holds a Bachelor of Commerce with a major in human resource management from Concordia University and an MBA with a specialty in hospitality and tourism from the University of Guelph. She is an OTEC Designated Trainer, a Certified Hospitality Trainer and is in the process of completing her CTDP through the Canadian Society of Training and Development (CSTD).
Deborah Fletcher Senior Associate, Training and Human Resources
Deborah has been a valuable OTEC training and human resource team member since 2006. As an OTEC Senior Associate and facilitator, Deborah contributes to the training and instructional design team and is also an experienced facilitator and one of OTEC’s key note speakers. Deborah’s expertise includes food services and golf and ski resorts. Her areas of specialization in corporate customer service, leadership, multi-generation workforces and accessibility.
With extensive experience in tourism and hospitality training and human resources, Deborah has owned and operated a training and human resource company. She has also held positions with a major association and a leading food service company prior to joining OTEC.
Deborah earned a certificate in Adult Training and Development from the Ontario Institute for Studies in Education (OISE).
Anthony Hopkins, CHRP Senior Associate, Training and Human Resources
As one of OTEC’s Senior Associates and facilitators, Anthony is focused on training and human resource management. He contributes to the development of OTEC’s clients with more than 20 years of leadership experience. Anthony is an experienced facilitator and speaker and has delivered sessions to audiences in both Canada and the United States. He has also been a featured speaker for several industry events.
Anthony is a human resources, training and development and operations management expert. He has worked for major hotel and restaurant brands in these areas and brings this expertise to OTEC projects. Anthony’s ongoing interest and commitment to enhancing the professionalism and career image of the hospitality sector has been demonstrated through his active membership and support of several service sector industry-related organizations.
Anthony is a member of the George Brown College Program Advisory Committee for Hotel Management, a Board member of the Ontario Tourism Education Corporation and is the Past President of the Hospitality Human Resource Professionals Association of Greater Metropolitan Toronto. Currently a faculty member at The Ted Rogers School of Hospitality Tourism Management at Ryerson University, Anthony is also an OTEC Designated Trainer.
Marie Murphy-Foran Senior Associate & Facilitator (Northern Ontario)
Marie Murphy-Foran is OTEC’s northern Ontario region Senior Associate and Facilitator based out of Elliott Lake. Marie began training with OTEC in 1994 and has trained the OTEC Service Excellence Series of programs for a range of clients and sectors provincially, nationally and internationally.
Marie has worked with the tourism sector on community-based tourism product and business development projects and has been involved in the development of several standards and certifications including: emerit Outdoor Guide, Heritage Interpreter, Hunting Guide, Freshwater Angler, and Snow Mobile Guide.
With an extensive background in the healthcare and social services sector, Marie supported OTEC in the pilot of a client service project for VON Canada and was a facilitator for the Ready to Work Pilot Project with the Metis Nation of Ontario in Sault Ste. Marie in 2010. Marie’s background also includes a diploma in Recreation Leadership and a range of designations from various organizations including the Provincial Institute in Community Development; Banff School of Management; Centre of Excellence CODA, and Ryerson University. She has facilitated train the trainer programs in Labor Adjustment, Peer Support and Business Development as well as the OTEC Designated Trainer program.
Jan Edissi Master Trainer
Jan is an OTEC Designated Trainer who joined the organization in 2003. She became an OTEC Master Trainer after earning her emerit certification in tourism training from the Canadian Tourism Human Resource Council. Jan’s contribution to OTEC includes her dedication to the Service Excellence Series of programs, in addition to her facilitation of management and leadership programs, the OTEC Designated Trainer program and the Safe Food Handling and Smart Serve certifications.
In addition to delivering industry-leading OTEC programs, Jan has been involved in the development of numerous unique projects including: Accessible Service Excellence, the Ready-to-Work program and the pilot program for Corrections Canada. She works with a broad range of OTEC clients in a variety of sectors, both provincially and nationally, to aid in the development of a thriving industry work force.
Jan’s background includes a diploma in Business Administration (Marketing) and over 15 years of experience in customer service, sales and management. She is also the recipient of several sales achievement awards.
Susan Hamer, M.Sc.
As an OTEC Master Trainer, Susan facilitates OTEC’s Management, Frontline, Accessibility and Designated Trainer Programs. During her 18 years of OTEC service, Susan has successfully delivered many of OTEC’s training programs throughout Canada, the United States and internationally.
Susan is committed to adult learning principles and has passionately worked with an extensive number of organizations in many sectors on behalf of OTEC. Providing a fun and safe environment for her learners, Susan has worked with OTEC clients who want to benefit from a new level of service quality in education, healthcare, tourism, police services, transportation and government.
Prior to working with OTEC, Susan taught at Georgian College for 24 years where she developed and facilitated training in Leadership and Customer Service. Internationally, Susan has delivered training programs in both Costa Rica and Latvia.
Susan is an OTEC designated trainer, emerit certified tourism trainer from the Canadian Tourism Human Resource Council, has a diploma in Resort and Hotel Operations, an Honours degree in Physical and Health Education and a Master of Science degree in Hospitality and Tourism Management from the Rochester Institute of Technology. Susan is also a member of the Accessibility Advisory Committee for the County of Simcoe.
Tanya Lynn Sadler Trainer
An experienced facilitator, teacher, department head, and curriculum developer, Tanya has extensive international experience delivering English as a Second Language, Literacy and special education programs and has worked in Hong Kong, Thailand, Japan and Canada.
Most recently a project manager for the Canadian Tourism Human Resource Council, Tanya managed all aspects of the national occupational standards and certification development processes for on-line and paper-based training products.
Tanya has a Bachelor of Education, OISE/University of Toronto as well as a Bachelor of Arts, University of Waterloo in Recreation and Leisure Studies. She also has certifications in e-Learning, Human Resources Management, Graphic Design Applications and French from various Canadian Universities.
Dianne Vanstone Master Trainer
Dianne has been affiliated with OTEC since 1994 and has been a valuable and long-standing member of the team. After joining OTEC, Dianne managed youth training initiatives, as part of the national Ready to Work program throughout Ontario for over 8 years. Dianne helped develop OTEC’s network of employment and social service agencies and integrated Service Excellence throughout this network to serve a variety of client groups.
Dianne continues to work with OTEC delivering training programs, including Service Excellence, emerit occupational standards, and Accessible Service Excellence to a diverse range of OTEC clients in the tourism, hospitality, transportation and employment services sectors.
Dianne is an OTEC Designated Trainer and in 2003, became an emerit nationally certified tourism trainer with the Canadian Tourism Resource Council. She is a graduate of Ryerson University, Hospitality & Tourism Management program and her previous experience in human resources and training within major Canadian Hotel brands enables her to provide excellent industry perspective.
Since 2001, as a bilingual OTEC trainer, Julie has successfully contributed to the employability of Internationally Trained Individuals, Canada’s Youth, Aboriginal community members and Ontario’s existing workforce by delivering Service Excellence, Ready-to-Work, WHMIS and Smart Serve certification to a variety of sectors including tourism, education, transportation, accommodations, sports and recreation, and real estate.
In 2003, she proudly received the emerit Tourism Trainer Professional Certification from the Canadian Tourism Human Resources Council (CTHRC) and is a recognized OTEC Designated and Master Trainer.
Julie has 20 years experience in the facilitation of training programs to company ambassadors of all levels in both private and public organizations. Her motivation is simple, seeing the ‘glitter’ of understanding in participants’ eyes. She feels privileged to have been part of OTEC pilot projects that continue to evolve.
Having held the positions of manager, training manager and human resources manager, Julie understands and promotes what it takes to exceed internal and external client expectations that ensure customer loyalty, reflect our country’s diversity, and contribute to harmony. With a contagious passion for Service Excellence and Etiquette, Julie is an asset to OTEC’s efforts to promote service standards in Ontario.
Karen Jones Trainer
A seasoned facilitator, speaker and business coach, Karen Jones brings her insight and expertise in both the public and private sectors to her role as a Designated OTEC Trainer. Delivering workshops and educational training programs that include Navigating Employment Pathways, Service Excellence, and Service Excellence for Diverse Cultures, Karen works with clients to help them achieve their goals through personal and professional development.
From economic development, tourism, marketing communication, business development and retention, funding development, to management, Karen's expansive background includes providing creative insight, strategy and leadership to guide corporations, non-profits, and communities in growth and expansion. Karen holds her designation in economic development (Ec.D) with the Economic Developers Association of Canada, and a Bachelor of Business Administration-Marketing from the University of New Brunswick.
Labour Shortages to Reemerge as Ontario's Economy Improves
By 2025, the labour shortage in Ontario's tourism sector will grow to over 80,000 unfilled jobs. The latest update of the Ontario Tourism Labour Supply and Demand Study, Ontario 2010: Economic Recession Only a Temporary Reprieve from Labour Shortages , indicates that, as demand for labour grows, the pool of available workers will have an increasingly difficult time keeping up. The resulting downtime and missed opportunities could cost Ontario's tourism destinations millions of dollars.
For more information about how your region or business can prosper in a tightening labour market, contact Adam Morrison, OTEC's Director, Project Development at email@example.com or 416-622-1975 ext. 236.