CTM Career Pathways: Rachel Burns

A drive to become a manager

Rome was not built in a day, with the path to becoming a manager often starting from the ground up. Meet Rachel Burns – she had aspirations to one day be in a management position and when she heard that travel advisors were being recruited in her hometown, she knew this was a great place to start. From little things, big things grow – be inspired by Rachel’s career path to becoming CTM’s National Operations Training Specialist for North America.

 

Rachel’s Career Pathway – Snapshot

• 2018 – Loyalty Travel Advisor
• 2021 – Loyalty Travel Advisor Supervisor
• 2022 – Loyalty Trainer / Quality Performance Supervisor
• 2023 – National Operations Training Specialist, North America

Before joining CTM, did you come from within the travel industry or a different industry?

I started my travel career in hotels where I was a Platinum Concierge Supervisor for almost 10 years and my career with CTM started in 2016.

What attracted you to joining CTM?

I was simply in search of a job and with an extensive background in sales and customer service, it was these skills that I envisioned myself one day holding a management role. The area in which I live does not have many opportunities to work in travel unless I commuted a distance which was not feasible for me, so I was very excited when I heard that a service center in my hometown was hiring. CTM had opened a loyalty travel division and I thought that was a great place to start. I had no idea that I would become advanced in all aspects of travel and now train others who are on their career journeys.

What types of skills did you need to fulfill your roles at CTM?

Sales and customer service skills were a requirement when I commenced at CTM which I had obtained through my previous jobs. To become a trainer, experience in training and coaching advisors with proven results were skills I developed during my long tenure at a hotel. Training people is something that comes naturally to me, so it was not hard for me to shine when the opportunity presented itself.

Through your CTM career, what has been your biggest highlight so far?

Having the responsibility of being a dedicated trainer for two divisions of CTM (Event Travel Management and Air Fulfillment Services) has allowed me to create a whole new training platform from the ground up and put my stamp on it. It is something I am truly proud of and its fantastic to be able to showcase my talents and value to the business.

What has been your most valuable learning experience at CTM?

Never assume you know everything. I have trained Travel Advisors that have been working in air travel for over 30 years and they are still learning new things. Travel is a rapidly evolving, fast-paced industry with new technology, trends, and products coming to market constantly.

You had big dreams of becoming a manager. What guidance and advice have you received during your career at CTM to achieve your goal?

I have been fortunate to have managers that have supported my aspirations to advance my career. They have presented me with opportunities to shadow others, complete additional training, and get exposure to projects to gain experience which has led me to my current management role.

What have you discovered about the travel industry that prospective employees would find helpful?

What you learn today may be different tomorrow. The travel industry is always changing, but that is also what makes it so exciting. Every day is different and presents a new learning opportunity. Working in travel is not just a job, but rather a rewarding career.

What advice would you give to others considering joining CTM, or considering a change of career direction?

You won’t find a better company to help you along the way in your travel journey. With our dedicated business leaders, you will be provided all the resources that you need to succeed.

How would you describe your CTM employee experience?

The best work-family environment.