Meet Your CIBT Client Management Team

CIBT is the leading global provider of visa and immigration services for both corporate and leisure travelers. While that work may sound straightforward to an outsider, in practice it’s anything but.

Our client management team is full of committed, and talented individuals all over the world who make a habit of going above and beyond for their clients. In a world where geopolitics and global crises regularly change border and immigration rules overnight, the complex and detailed work they do is frequently in flux and requires a high level of care and attention.

To get a sense of the care and superior service provided to our clients, we asked some of our team members about their experiences working for CIBT. We’re proud to boast a team that is so committed to delivering desired results for our clients, making us a global leader in immigration and visa services today.

Aaron Ansell, Director, Client Management

How long have you worked with CIBT?

I will celebrate my 10-year anniversary working at CIBT in March 2024.

In your own words, what is the value in working with a partner like CIBT for travel documentation?

Both corporate and leisure travelers have varying degrees of experience obtaining travel documents, although both equally require and rely on the support of knowledgeable and professional experts to help them navigate through the ever-changing application processes. CIBT is uniquely positioned to assist globally, regardless of nationality and country of residence, and has the proficiency to support both Fortune 100 clients and individual travelers alike.

Please provide an example of a time you went above and beyond for a client. What was the issue and the outcome? 

I had a leisure traveler who was graduating from Oxford and very much wanted her dad to join her and her family for her graduation followed by a celebratory European cruise. Her dad was a refugee from China, had never left the US since entering 30-plus years prior, and never applied for a US passport. With only four weeks to obtain a US passport and a Schengen visa, he assumed it wouldn’t be possible. We were able to get a passport for him in less than a week, and got him an appointment for a Schengen visa almost immediately afterwards.

His passport was then put in suspense at the UK consulate while they repeatedly asked for additional documentation. I spoke with our New York office daily, and together we were in constant correspondence with the father, daughter, and travel agent. After seven to eight trips to the consulate delivering these new requirements, the visa was finally issued the day before they were set to leave the US. Upon their return, the daughter and family sent both the NY office (and me personally) thank-you cards with pictures, along with a basket of baked goods.

What is the next trip you will take for business or leisure?  

With a six-year-old daughter and a little nine-month-old son, my wife and I will be taking a short road trip to Colonial Williamsburg, Virginia, in the US.

Craig Collins, VP Client Management

How long have you worked with CIBT? 

I’ve been here for more than 12 years.

In your own words, what is the value in working with a partner like CIBT for travel documentation? 

We are the only company that can provide global support for corporate and leisure clients. By providing document-services assistance, we can make a daunting task seamless for the traveler as well. CIBT is a win-win for travel managers and travelers alike.

Please provide an example of a time you went above and beyond for a client. What was the issue and the outcome? 

I received a call from a client around 11:00 pm seeking urgent help with getting a visa for an upcoming trip. I was able to reach out to our Vice President of Operations to work on a plan of action for the client and traveler. After a couple of hours of working on it, we were able to set the plan in motion, which we put in place once the office opened. The client was very appreciative of how we were able to spring into action at such a late hour.

What is the next trip you will take for business or leisure?  

I recently returned from Atlanta and New York for business. For leisure, I don’t have any trips planned, but this past year I was in Bora-Bora, Italy, and the South of France.

Shelley Coor, Client Manager

How long have you worked with CIBT? 

I’ve been with CIBT for more than 12 years.

In your own words, what is the value in working with a partner like CIBT for travel documentation? 

Convenience, security, and professionalism.

Please provide an example of a time you went above and beyond for a client. What was the issue and the outcome? 

A client had an unexpected trip come up, and we were able to secure a new passport and get the visa in less than four days.

What is the next trip you will take for business or leisure?  

I’m soon heading over to Europe.

Jasmin Dela Cruz, Client Manager

How long have you worked with CIBT? 

I joined CIBT on April 4, 2023, so I have been here for nearly eight months now.

In your own words, what is the value in working with a partner like CIBT for travel documentation? 

Companies that work with us will benefit from our expertise, streamlined processes, and access to our global network, making the visa process smoother and more efficient. They will also benefit from our expertise in managing compliance and mitigating risks associated with international travel.

Please provide an example of a time you went above and beyond for a client. What was the issue and the outcome? 

I've been in my current role for just under a year, and over the past few months, I've been working on getting our clients acquainted with my role and reintroducing our services to them. I did this through roadshows and workshops.

It's worth noting that having a dedicated Account Manager role is a relatively new concept in Singapore and the wider APAC region. As a result, our client contacts were genuinely excited and happy to have someone they can reach out to directly for any account-related matters. The travelers and travel arrangers were also appreciative of the information we shared about CIBT services, whether it was new information or just a refresher. They're now more inclined to use our services more frequently, which is a positive outcome.

What is the next trip you will take for business or leisure?  

For business, I am excited to travel to one of our offices in India and have the opportunity to help out during implementation.

For leisure, I would love to spend some time on Boracay, an island in the Philippines.

Martin Ferron Goodwin, Client Manager

How long have you worked with CIBT? 

I have worked with CIBT for four months, but I have been in the travel industry for more than 25 years. I have managed travel programs for large corporations before coming to CIBT and was formerly a client as well.

In your own words, what is the value in working with a partner like CIBT for travel documentation? 

I feel we provide unique value in the accuracy and speed of processing a passport or visa whenever needed for travel. It’s a seamless process.

Please provide an example of a time you went above and beyond for a client. What was the issue and the outcome? 

I recently had an executive needing a fast-tracked visa to Saudi Arabia. The client contacted me over the weekend, and we were able to get everything set up correctly and started so he could get his visa on time, which he did. He was able to go on his business trip without any issues.

What is the next trip you will take for business or leisure?  

For leisure, Buenos Aires, Argentina.

Nina Grothaus, Regional Client Service Director

How long have you worked with CIBT? 

I have worked with CIBT for 17 years (inclusive of eight years with A Briggs). During my tenure I have held various roles in Leadership, Service Delivery, and Quality & Compliance. I was previously the Director of Operations for our CIBTvisas office in San Francisco and joined the Commercial team in June 2023.

In your own words, what is the value in working with a partner like CIBT for travel documentation? 

Working with a partner like CIBT is invaluable. We strive to create, implement, and evolve travel-document procurement programs that meet the ever-changing needs of our clients.

Partnering with CIBT represents investment in industry expertise, commitment to feedback, and dedication to service excellence. We not only simplify complex application processes, but we also improve global workflows to benefit the client experience. We understand effective communication between service providers and clients is crucial to a successful partnership. We own the client relationship, have bias for action, and deliver results.

Clients can expect us to match their service level and culture, act as trusted advisors and extensions of their teams, and deliver positive outcomes through professionalism, accuracy, and compliance.

Please provide an example of a time you went above and beyond for a client. What was the issue and the outcome? 

One example where I went above and beyond for a client occurred during the pandemic. In 2020, applying for a visa to China was challenging and flights were limited. There was a client with a flight scheduled over Labor Day weekend. The visas for the husband and child were completed on time; however, issuance of the visa for the wife (who was the main traveler) was delayed.

I was in close contact with the consulate throughout the week and finally received confirmation on the Friday afternoon prior to the Saturday evening flight that the visa had been issued and would be shipped via USPS, per consulate policy, back to the CIBT office. I planned to go into the office on Saturday morning to receive the USPS delivery and made necessary arrangements with building management and security.

While in the office and waiting for the package to be delivered, I received the notification, “Delivery attempt made, business closed. Will attempt delivery the next business day.” I contacted USPS customer service for assistance; however, the representative advised that, due to the holiday, the package would not be delivered until Tuesday.

Given the client’s need to travel and the difficulty of rescheduling flights, I visited several post offices and approached numerous postal workers in the city to identify the mail carrier responsible for deliveries to the building.

After two hours of searching, I finally located our mail carrier. The mail carrier explained, as our office is closed on Saturdays, he did not even attempt the delivery nor had the package on his delivery truck. The package was at the main sorting facility two miles away and closed in 10 minutes.

Knowing I could not make it to the sorting facility prior to closure, I explained the urgency to the mail carrier and asked if there was any way he could help. He said that if I was willing to wait until after his shift at 4:00 pm and meet him at the sorting facility, he would give me the package. I received the package and met the client at the office to deliver the passport.

The family made their evening flight and were most grateful for CIBT’s solution-focused efforts. Based on that positive experience, the client’s company referred several additional visa applicants to CIBTvisas and Newland Chase.

What is the next trip you will take for business or leisure?  

I do not have any business trips planned at this time, but most recently I traveled to Austin, Texas, to attend our Global Review meeting with Apple. I have an upcoming leisure trip in the spring to attend a wedding in Mexico and will travel to Hawaii, where I grew up, several times in the coming year.

Jane Gulielmitti, Client Manager

How long have you worked with CIBT? 

It’s been 11 years in total.

In your own words, what is the value in working with a partner like CIBT for travel documentation? 

Our global footprint matches the global scale of our clients. Working with us ensures efficient global coverage and gives our clients peace of mind that they are compliant with regulations in a fast-changing world.

Please provide an example of a time you went above and beyond for a client. What was the issue and the outcome? 

I can recall a recent outcome for China visas through a travel agency affiliated with one of my largest clients who had a large group of 26 people traveling to China from Puerto Rico for tourism.

Due to the strict embassy rules we carefully follow, we had to coordinate months ahead of time when these applications would reach our offices in order to work through each one of the forms and set individual appointments for submissions.

It may sound like just our routine work, but each one of these applications is about 10 pages long in terms of details—and every single field must be provided and consistent for a group, completed with the travel agent's help. The coordination, preparation, and review of documents was intensive, and the ultimate collaboration between the client and the consultants involved in the process ensured a happy outcome when we submitted and received all 26 Chinese visas.

These processes involved several team members who really deserve the credit. Within our processing office, we had two consultants, our office manager, the processing office director, and myself from the CRM team, and all were involved in some capacity, including being available for calls and meetings to align all the details needed and guarantee a smooth outcome. I’d say this case reflects how complex certain travel visas can be in today’s world—a world that’s open for travel but at the same, imposes more regulations than ever.

What is the next trip you will take for business or leisure?  

I’m traveling to Los Angeles in early December to attend the 2023 USTOA Annual Conference & Marketplace. On the personal side, I am looking forward to a week in São Paulo, Brazil, where I’m meeting with friends and family.

Amir H. Shahheidari, Senior Client Manager

How long have you worked with CIBT? 

I just had my five-year anniversary in October.

In your own words, what is the value in working with a partner like CIBT for travel documentation? 

We understand our business and industry allowing them to assist us in continually enhancing our travel program as needed. Also, their relationship and expertise working with various government entities allows our traveling population to obtain the appropriate travel documents in order to seamlessly and efficiently travel for business and work, among other travel needs.

Please provide an example of a time you went above and beyond for a client. What was the issue and the outcome? 

The client was unable to receive their passport with the stamped visa in time for their travel via FedEx. We decided to intercept the shipping to the traveler’s home and instead pick it up at the consulate in New York, then had it personally delivered to the client at their office.

What is the next trip you will take for business or leisure?  

Our last family trip was to Portugal and Spain this past summer of 2023. We hope that the next one will be to either Turkey or Italy.

Always travel well-informed with CIBTvisas

If you’re looking for exceptional service to help you navigate your company's visa and immigration needs, look no further than CIBT for both corporate and leisure travel. You won’t find a more committed, dedicated, and knowledgeable team working in the visa and immigration space. Contact us for a quote today.