10 Royal Caribbean customer service leaders
John Foulk, Vice President Global Contact Centers, opens this list of Royal Caribbean customer service leaders, who hold vice president, associate vice president, director and head titles in contact centers, guest experience and guest and trade services. A reader can learn how customer service leaders work at Royal Caribbean from people who have held the role.
Professionals to explore
Cristy Mestre Quintero
LinkedInExperience: AVP, Contact Center Operations & Analytics · Royal Caribbean Group
Cristy Mestre Quintero has been AVP, Contact Center Operations & Analytics at Royal Caribbean Group since February 2024, based in Miami. At Royal Caribbean Group, Cristy Mestre Quintero was also Senior Director Finance and Analytics from 2022 to 2024, Director, Trade Support & Service Operations from 2012 to 2022 and Manager, Finance and Workforce Planning from 2005 to 2012.
Gladys Labradores
LinkedInExperience: Director, Global Contact Center · Royal Caribbean Group
Gladys Labradores has been Director, Global Contact Center at Royal Caribbean Group since February 2024, based in Makati, Philippines. Gladys Labradores was Country Director at Conectys from 2023 to 2024, Customer Care Director at Conduent from 2017 to 2023 and General Manager (Customer Care Director) at Xerox from 2012 to 2016.
Jessie Li
LinkedInExperience: Director, Guest & Trade Services · Royal Caribbean Group
Jessie Li has been Director, Guest & Trade Services at Royal Caribbean Group since August 2019, based in Shanghai. At Royal Caribbean Group, Jessie Li was also Head of Trade and Consumer Services from 2015 to 2019 and Head of Operations, China from 2010 to 2015, and was Call Center Manager, China at Royal Caribbean Cruises China Representative Office from 2008 to 2010.
John Foulk
LinkedInExperience: Vice President Global Contact Centers · Royal Caribbean International
John Foulk has been Vice President Global Contact Centers at Royal Caribbean International since July 2022, based in Miami, and the profile describes a track record of leading global contact center organizations and transforming service operations. John Foulk was Senior Vice President Operations at Alorica from 2019 to 2022 and Site Director Call Center General Manager at Empire Today from 2007 to 2011.
Kathy Barbrooke
LinkedInExperience: Senior Director Operational Excellence Global Contact Centers · Celebrity Cruises
Kathy Barbrooke has been Senior Director Operational Excellence Global Contact Centers at Celebrity Cruises since May 2024, based in the Greater Colchester Area, and the profile describes extensive call centre management experience. Kathy Barbrooke was Director of Guest & Trade Services at Celebrity Cruises from 2016 to 2024 and Head of Contact Centre, UK & Ire at Royal Caribbean International from 2012 to 2014.
Laly Rodriguez
LinkedInExperience: AVP, Guest Experience · Royal Caribbean International
Laly Rodriguez has been AVP, Guest Experience at Royal Caribbean International since September 2019, in a role the listing places in the Customer Service department. At Royal Caribbean International, Laly Rodriguez was also Director, Post Cruise Guest Relations & Shared Services from 2013 to 2019, and the listing also shows the title VP, Guest Experience at Royal Caribbean Group with no end date.
Michelle Johnson-Sharma
LinkedInExperience: Vice President - Global Contact Centers, Celebrity Cruises · Royal Caribbean Group
Michelle Johnson-Sharma has been Vice President - Global Contact Centers, Celebrity Cruises at Royal Caribbean Group since October 2023, based in Miami. At Royal Caribbean Group, Michelle Johnson-Sharma was also Associate Vice President - International Guest & Trade Services from 2018 to 2023 and Director - International Guest & Trade Services from 2014 to 2018.
Neil Weaver
LinkedInExperience: Director | International Contact Centers · Royal Caribbean Group
Neil Weaver has been Director | International Contact Centers at Royal Caribbean Group since July 2023, based in Mexico City, with a headline that reads Director of Customer Experience at Royal Carribean Group. At Royal Caribbean Group, Neil Weaver was also Senior Manager | International Contact Centers from 2022 to 2023 and Fleet Director from 2018 to 2022.
Sebastian Drakalovich
LinkedInExperience: Associate Vice President, Guest Relations & Shared Services · Royal Caribbean Group
Sebastian Drakalovich holds the title Associate Vice President, Guest Relations & Shared Services at Royal Caribbean Group, a current role the listing dates from 1991, based in Hollywood, Florida. The profile headline reads Director, Guest Relations & Shared Services, Royal Caribbean Cruises Ltd., and the listing shows no other employer.
Susanna Frowein
LinkedInExperience: Head of Guest & Trade Services - EMEA & LACAR · Royal Caribbean Group
Susanna Frowein has been Head of Guest & Trade Services - EMEA & LACAR at Royal Caribbean Group since October 2023, based in the London Area. At Royal Caribbean Group, Susanna Frowein was also Head of Guest & Trade Services - EMEA from 2018 to 2023 and Sales Operations Manager from 2014 to 2018.
Choose the right perspective
Match the person's area, such as a global or international contact center, guest relations or guest and trade services for one region, to the decision you face. Check each person's dates and current title, since the timing of a role shapes what the person can speak to.
Questions to take into the conversation
- 01What did you focus on first when you took on your customer service role at Royal Caribbean?
- 02How do you decide which guest contacts need a phone conversation and which suit digital channels?
- 03What has your own work taught you about coaching contact center leaders?
Reaching Royal Caribbean customer service leaders
How can I contact one of these Royal Caribbean customer service leaders?
Pick one of the 10 people on this page and choose "Book a paid call", or describe your project to find others. You offer a fee for a 15-minute call or a written answer, Instant Expert finds the person's work email and sends the invitation, and they decide whether to accept. The list covers 3 companies: Royal Caribbean Group, Royal Caribbean International and Celebrity Cruises, based on profile data retrieved on October 26, 2026. Being listed here doesn't mean someone has agreed to take calls.
How much does it cost to reach Royal Caribbean customer service leaders?
You choose the offer, starting at $5 per person. The offer is what the person receives, and Instant Expert's fee is added on top, so a $100 offer costs you $125. The fee is 20% of what you pay. You're charged only when the person books the call or sends the answer.
What if they don't reply?
You pay nothing. Instant Expert sends follow-up reminders, and if the person hasn't booked or answered within 7 days, the request expires and any hold on your card is released. You can invite several of the 10 people on this list at once and cap your total spend, so you pay only for the ones who accept.
Can an AI agent ask one of these Royal Caribbean customer service leaders a question?
Yes. An agent with a USDC wallet on Base can ask one question without an Instant Expert account. It names the person, for example by the LinkedIn URL on this page, and pays per ask over x402 (HTTP 402). The person answers in writing or by voice note, and if nobody answers within 7 days, the payment goes back to the wallet automatically. Claude and ChatGPT can do the same through the Instant Expert connector: setup is at /docs/mcp for Claude and /docs/chatgpt for ChatGPT. x402 docs
About this directory
This is a professional research starting point based on business profile data retrieved on . Titles and companies reflect that source snapshot; roles marked former had ended by then. Check the linked profiles for current details. Inclusion does not imply Instant Expert membership or availability.