Michael Ashcroft Email & Phone Number

Boston, Ma, Us

Managed the Profit and Loss for Grand Circle Cruise Lines and Grand Circle Travel brands generating $150 million in gross sales annuallyDirected a marketing strategy with an annual budget of $4 million to deliver $40 million in annual profit affecting 25 distinct itineraries and 20,000 passengers annually, and analyzed customer behavior by segmentation to drive marketing actionsUsed prior year’s booking results to establish optimal product pricing to drive bookings within a discount budget of $15 million Summarized results of key strategic initiatives to CEO, CFO, and COO on weekly basis and identified targeted marketing actions to maximize our passenger conversion while protecting our customer fileProvided monthly recommendations to CEO, CFO, COO risks and opportunities to the P/L including, revenue, discretionary discounts, advertising spend, overbooking costs, and passengers

Boston, Ma, Us

Produced and develop reporting on customer behavior, using Tableau and Excel to identify trends in customer’s online activities leading to bookingsAnalyzed time spent on website by customers to select the most compelling content leading to a bookingSupplied analysis of web behavior to CEO to support decisions on content acquisition

Boston, Ma, Us

Forecasted the profit generated by 20,000 passengers annually, analyzing by month, trip, and regionIdentified revenue opportunities and financial risks by creating models to forecast the cost to acquire passengers in 10+ individual segmentsManaged a team of two Inventory AnalystsGenerated >$1,000,000 of profit through load management across both GCT and GCCL Brands with inventory for 1,000 departures (20,000 passengers) yearly, including acquiring additional inventory to take advantage of booking trends and releasing unused inventory to protect vendor relationships

Boston, Ma, Us

-Schedule promotional contacts and offers to drive last minute sales for Grand Circle Cruise Line to maximize cabin utilization.-Create marketing strategy for GCCL Brand to operate our ships at maximum capacity.-Design and manage our overbooking strategy to ensure ships operate at full capacity.Report on booking trends and identify areas of opportunity.-Build and test discounts and support the marketing team with discount information and pricing grids.-Maximize our profit and passengers by managing our single inventory.

Boston, Ma, Us

-Manage the upgrade budget for the Grand Circle Cruise Line to maximize cabin utilization.-Report on booking trends and identify areas of opportunity.-Build and test discounts and support the marketing team with discount information and pricing grids.-Manage our single inventory to achieve forecasted bookings

Boston, Ma, Us

-Resolved escalated phone calls from travelers, managed inventory, and processed financial adjustments-Managed communication between the Call Center and other departments and regional offices-Reported out on call center trends and provided recommendations to Call Center Executives to reduce call volume.

Boston, Ma, Us

Acted as point of contact for customer air travel needs, including booking and servicing air reservations; assisting with booking transfers; selling custom air routings, and arranging and processing airport transfersCoached 4-6 fellow team members to improve performance

Boston, Ma, Us

Resolved customer complaints in a call center environment while maintaining a high level of excellenceTrained and coached new hires on Grand Circle policies and procedures

Zurich, Ch

Digitized secure personal information and financial information

Richfield, Minnesota, Us

Resolved customer complaints face-to-face and over the phone while building positive relationships