Cristy L. Rainey
Crowley
Summary
Proven people leader with a strong record of advancing customer success, service recovery, and operational excellence across multiple functions within American Airlines. Expert in leveraging service tools and technologies to drive performance, streamline workflows, and elevate the customer experience. Skilled in change management, process improvement, and strategic execution, consistently leading high-performing teams that exceed goals in efficiency, VOC, and adherence. Acknowledged for cultivating collaboration, nurturing talent, and achieving results that enhance customer trust and reinforce American's dedication to care.
Overview
6
6
years of professional experience
Work History
Customer Care Manager
American Airlines
Fort Worth
07.2022 - Current
- Leads strategic operations, service recovery, and performance management for the Special Assistance Coordination team, overseeing 30 direct report and driving measurable improvements in customer satisfaction, adherence, and system-wide efficiency.
- Orchestrated team operations for 90 Special Assistance Coordination, consistently exceeding company standards for service by 15% system-wide and sustaining 96% VOC satisfaction through effective leadership and quality oversight.
- Directed and aligned daily desk operations with corporate performance goals, maintaining 9% call abonnement rate, reducing resolution time by 18%, and ensuring consistency across all reservations management functions.
- Streamlined escalation workflows through cross-department collaboration, decreasing average Mobility Device ID creations by 50 % and increasing first-contact resolution by 20 %.
- Implemented strategic initiatives to enhance technology integration, staffing alignment, and policy compliance, driving a 15% increase in productivity.
- Directed coaching and performance development using Compass, VOC, and KPI analytics to strengthen queue management, adherence, and engagement, resulting in 15% higher productivity and improvement in employee satisfaction.
- Partnered with cross-functional teams in IT, Contact Center Operations, Web Development and Policy & Procedure to align technology updates and process improvements with business goals, ensuring smooth transitions and continued operational excellence.
Reservations Training Specialist
American Airlines
Fort Worth
12.2021 - 07.2022
- Provides strategic training leadership across reservations and accessibility functions, enhancing employee performance, service recovery expertise, and operational readiness through data-driven coaching and curriculum development.
- Facilitated new-hire and continuing education programs for frontline teams, training over 300 travel professionals and improving onboarding proficiency scores by 22%.
- Delivered curriculum on AAcorn, and service recovery best practices, increasing first-contact resolution by 15% and improving company metrics.
- Coached and mentored travel professionals through targeted learning plans, strengthening adherence and queue management behaviors that contributed to a 10% improvement in operational efficiency.
- Collaborated with leadership and Training and Development to align training content with department goals, ensuring consistency in performance standards, accessibility compliance, and policy execution.
- Evaluated training effectiveness using KPI analytics, refining course content based on feedback and performance outcomes to achieve sustained employee engagement and measurable skill growth.
Reservation Representative
American Airlines
Fort Worth
02.2020 - 12.2021
- Delivered premier AAdvantage service recovery and loyalty support, resolving escalations with empathy and precision to strengthen retention, improve resolution speed, and uphold the American Airlines brand promise.
- Resolved complex AAdvantage account escalations and loyalty service disruptions with professionalism and empathy, achieving a 95% customer satisfaction rating and improving member retention by 12%.
- Leveraged AAcorn and internal airline systems to manage complex reservations, flight disruptions, and refund processing with 98% accuracy, ensuring operational consistency and brand trust.
- Applied deep knowledge of airline policies and AAdvantage programs to resolve loyalty account inquiries, enhancing elite customer satisfaction and reducing repeat contacts by 15%.
- Collaborated with internal teams to analyze customer feedback and trend data, recommending process enhancements that improved workflow efficiency and service delivery system wide.
Education
Bachelor of Arts - Business Administration and Management
Tarleton State University
TX04-2026
A.A. - Liberal Arts
Tarrant County College
TX12.2019
Skills
- Customer Experience Excellence
- Team Leadership & Development
- Performance Evaluation & KPI Monitoring
- Process Improvement & Strategic Execution
- Cross-Functional Collaboration
- Escalation Management
- Data Analysis & Reporting
- Workflow Design
- Daily Operational Management
- Internal Customer Service Tools and Technology
- Microsoft Office Suite
- Human resource policies
- Project management
- International Government Regulation Compliance
Timeline
Customer Care Manager
American Airlines
07.2022 - Current
Reservations Training Specialist
American Airlines
12.2021 - 07.2022
Reservation Representative
American Airlines
02.2020 - 12.2021
Bachelor of Arts - Business Administration and Management
Tarleton State University
A.A. - Liberal Arts
Tarrant County College