Customer Care Team

No task is too big or detail too small for our customer care team to handle. Our team works hand in hand with our cruise specialists, often behind the scenes, to ensure that your vacation is worry and hassle-free. They handle a wide variety of arrangements from booking hotels, handling transfers, and making your onboard dining reservations to assisting you with travel insurance. Knowledgeable and certified, our team has received training from every major cruise line including; Royal Caribbean, Princess Cruises, Holland America, Carnival and Norwegian Cruise Lines. They are also able to assist you in a variety of languages including, but not limited to, French, Spanish, Punjabi, Hindi, Mandarin and Cantonese.

Pradeep Jhaj

Pradeep Jhaj
Customer Care Specialist
[email protected]
1-800-661-WAVE x338

Pradeep brings over six years of experience in customer service to our team and is quite keen on traveling. “Besides being a source of relaxation and enjoyment it gives me the chance to meet different people, learn about their culture and traditions and try exotic cuisine.” One of his favourite destinations is Munnar in Kerala. “With its breathtaking views of tea plantations, rivulets and waterfalls there is only one word to describe it –awesome.”

Tessa Roberts
Customer Care Specialist
[email protected]
1-800-661-WAVE

Tessa is a hard working young lady. Perhaps ahead of her time having helped her parents coordinate and plan events at their family bar from an early age. Tessa is a great fit in Customer Care being a natural people person. She describes customer service as

Building a relationship, going the extra mile.

Tessa has previously travelled to Cuba where she enjoyed the local music, color, and sky-high palm trees. She also has plans to visit Greece soon as well as Egypt, France, Italy, Brazil and Austria. Sounds like a nice bucket list!


Michelle Magnifico
Customer Care Specialist
[email protected]
1-800-661-WAVE x230

Michelle is another young talent and recent addition. She brings expertise having previously managed a family business in Manila, Philippines. Michelle has also worked for multinational firms in Singapore and London.

“Customer Service means giving your customers not just a quantity of service but servicing them with an extra mile and with a touch of humanity in a professional way.” 

FUN FACT: Michelle’s favourite place to visit is England and recommends visiting the Windsor Castle and trying the delicious local cuisine.


Susan Therrien

Susan Therrien
Vacation Planner
[email protected]
1-800-661-WAVE x409

With an abundance of experience in travel, Susan brings invaluable knowledge and commitment to her work. Susan goes over and above to assist our valued guests and always provides them with expert advice.

Her favourite cruise was an 11 night Mediterranean cruise in 2017 from Lisbon to Rome on the Oceania Riviera. Having sailed on many other cruises and having visited a multitude of countries, Susan recommends:

“Learn as much as you can about a destination before visiting. Learn some local language/lingo and use it whenever you can. Travel “off the beaten track” and mingle with the locals

Cathy Hack

Cathy Hack
Vacation Planner
[email protected]
1-800-661-WAVE x133

Our talented Vacation Planner Cathy has been in the Travel Industry since Grade 12. Cathy has worked for reputable companies such as Delta Hotels, Silverwing Holidays and Harbour Air Seaplanes and has now been at Cruise Connections since 2013. 

Cathy believes that good customer service means meeting expectations but excellent customer service means exceeding them. Cathy provides our clients with great travel insights having traveled all over the world from Scotland to China to Mexico to Australia. 

I look forward to many more years to come working with a great team!”   

Lily Lim

Lily Lim
Groups Coordinator
[email protected]
1-800-661-WAVE x379

Lily has been an integral member and part of the important growth of our company. Lily’s deep knowledge in the cruising industry helped mentor key team members that are now thriving in their career path.

Lily enjoys the simple things in life like biking and hiking and has also cruised to the Caribbean. A highlight for her was visiting the Old Town of San Juan where she enjoyed a pina colada by the tiki bar.

Cathline Mo

Cathline Mo
Groups Coordinator
[email protected]
1-800-661-WAVE x159

With countless years of experience in the travel industry, Cathline is a critical member of our Groups department. Before joing Cruise Connections, Cathline worked as an airline travel consultant. She believes delivering excellent customer service is a highly important aspect of every business.

Like her partner in Groups, Cathline has previously cruised to the Caribbean where she loved taking in the sun-kissed destinations. She is also an avid traveller having visited places such as Taiwan, USA, Japan, Hong Kong and China. Her favourite place to visit however is Russia due to its impressive historical landmarks.