Customer Service Manager, Customer Operations
KRYSTINE RANDOLPH
American Airlines
Lewisville,TX
32
years of professional experience
Operational and customer service leader with 20 plus years of airline experience across airport operations, frontline leadership, premium services, customer engagement, logistics and global sales support. Proven ability to lead teams, resolve complex operational challenges, drive safety & compliance and collaborate across multiple departments to deliver safe, reliable and customer-focused results.
Work History
Customer Service Manager, Customer Operations
5 Years 10 Months- Lead frontline airport operations teams to ensure safe, compliant and on time arrivals and departures.
- Coached and developed Crew Chiefs and Fleet Service team members through performance management and mentoring, enhancing operational leadership.
- Conduct safety audits and operations reviews to ensure compliance with ROM standards and company policies.
- Coordinated with Customer Care, HCC, Cargo and Tech Ops to resolve operational disruptions, improving service delivery.
- Drove operational readiness and customer service initiatives while maintaining visible leadership presence during peak operations.
Account Service Manager, Customer Enablement Global Sales
3 Years- Managed AAdvantage Elite Status match and exception programs for Western Division, enhancing customer satisfaction and loyalty.
- Supported corporate and agency account teams with business reviews, presentations, and strategic service planning, driving alignment and engagement.
- Facilitated FlexFund and Saleslink training for corporate clients and travel partners.
- Acted as division point of contact for operational impacts and premium customer requests, facilitating customer engagement initiatives.
Elite Services Coordinator & Premium Guest Services
4 Years- Coordinated ConciergeKey service and enhanced premium passenger experience at LAX.
- Managed VIP customer movements, service recovery efforts, and cross-functional support.
- Trained and supervised frontline employees to uphold premium service standards.
- Assisted with workforce planning and shift bid implementation, contributing to effective employee training programs.
Administrative Assistant to VP Western United States Passenger Service
3 Years- Supported VP in strategic planning and operational execution for Western Division, aligning with key operational priorities
- Ensured timely LAWA reporting for operational transparency, coordinated SIDA badging for personnel to uphold airport security protocols, and managed Customs seal compliance to adhere to regulatory standards
- Supported flight operations, regulatory compliance, and customer service while coordinating safe, on -time departures
Logistics Movement Coordinator, Premium Customer Liaison, Secretary, Customer Relations Officer
14 YearsEducation
- Travel & Tourism Curriculum
Skills
Airport operations management
Operational planning
Team leadership
Safety compliance
Employee development
Cross-functional coordination
Safety audits
Customer experience enhancement
Process improvement
Workforce scheduling
Stakeholder management
Training and coaching
Service recovery solutions
Attention to detail
Affiliations
Former Board Member, Professional Women in Aviation (PWA), Lax Chapter Former Executive Board Member, American Airiness Employee Association (AAEA), LAX
Timeline
Customer Service Manager, Customer Operations
American Airlines
01.2021 - CurrentRead More
Account Service Manager, Customer Enablement Global Sales
American Airiness
01.2018 - 01.2021Read More
Elite Services Coordinator & Premium Guest Services
American Airlines
01.2014 - 01.2018Read More
Administrative Assistant to VP Western United States Passenger Service
American Eagle / Envoy
01.2011 - 01.2014Read More
Logistics Movement Coordinator, Premium Customer Liaison, Secretary, Customer Relations Officer
QANTAS Airways LAX
01.1995 - 01.2009Read More
West Los Angeles College
from Travel & Tourism Curriculum
Read More