Matthew Cotter Email & Phone Number

Boston, MA, US

Greater Boston Area

• Develop and grow relationships with a portfolio of key educational travel partners responsible for major destinations such as Grand Canyon and Zion National Parks
• Lead project management for new programs, by overseeing all aspects of a program life cycle, from inception, to finances, to marketing and quality
• Monitor quality to ensure it meets Road Scholar’s Net Promoter Score goals; work with educational travel partners to identify problems, modify itineraries, find new vendors and revise marketing materials to better meet.
• Negotiate and review contracts with hotels and other vendors to ensure competitive rates and compliance with Road Scholar policies
• Compile and analyze data on enrollment numbers, travel product inventory, marketing and historical trends, using Oracle Siebel CRM, Open Destinations - Travel Studio, Microsoft Excel, Business Objects and.
• Design and deliver annual group leader trainings to new and existing group leaders responsible for quality and consistency on programs. These trainings outline Road Scholar policies, priorities and organizational.

Greater Boston Area

• Managed the relationship between Road Scholar and 50, small educational travel partners, each responsible for fewer than 500 enrollments per year
• Developed, grew and administered educational travel products
• Compiled and analyzed data on enrollment numbers, inventory, historical trends using Microsoft Excel and Business Objects to determine product viability
• Built strong internal-external feedback loop by presenting data analysis to senior leadership and sharing information about organizational policies, changes and best practices with partnering organizations
• Ensured a high standard of customer satisfaction by monitoring programs for quality and consistency
• Worked jointly with partnering organizations to devise contingency plans for emergency situations and events with a focus on customer satisfaction and safety

Boston, MA

• Responsible for client facing communications from the Office of the President; reviewed, researched and resolved escalated quality issues with a goal of retaining participants
• Liaised between Road Scholar, insurance and emergency travel assistance companies
• Monitored world events to identify potentially threatening or disruptive situations to ensure participant safety; functioned as an emergency contact for all travel programs
• Revised and maintained organization’s emergency response plan on a semi-annual basis

Providence, Rhode Island Area

• Assessed and diagnosed classroom technology problems
• Performed installation and integration of technology in classrooms under tight deadlines
• Provided classroom assistance, troubleshot, assembled and operated audiovisual equipment for college events

Master Of Arts (M.A.), International Relations And Affairs

Master's Thesis: "The Sound of Silence" - The Atrocity Prevention Board: Accomplishments, Flaws, Options

Bachelor Of Arts (B.A.), History, Business Studies

Activities and Societies: Dean’s List Student, Member of Phi Alpha Theta, International History Honors Society, Member of the PC Pep Band.