We recently named Chris Isaac as our new Director of Revenue Management.
Filling the position formerly held by Lori Sinn, Chris has held various roles with the company, including 12 years in Revenue Management, leading various companywide efforts, such as increased capacity utilization and the TWA integration. Most recently, he served as Director, Customer Service Recovery and Customer Experience Innovation, leading teams to improve how the airline accommodates customers during irregular operations, and leveraging emerging technologies to deliver much-anticipated customer-facing solutions.
Chris has also been a pioneer in the company's Delivery Transformation initiatives to redefine the way it develops and delivers technology solutions, and spent time leading the Digital Communications and Digital Marketing teams.
We sat down with Chris to get to know him a little bit better.
Q: In addition to your 12 years of revenue management at American, you also have a ton of customer service and innovation experience. How have those backgrounds molded the way you plan to approach your new role as Cargo's director of revenue management?
A: I have seen a lot of different areas of the business, and over the years I have learned the importance of putting our customers – and those who serve our customers – first. Technology and innovation are vital to our business, and we have to keep advancing. But we must never lose sight of our customers who trust us with their business or our team members who deliver our service.
Q: What's the most impactful piece of advice you've ever gotten from somebody?
A: When I was in college, I had a summer job in a retail store, and I went home one day really discouraged from a few interactions I had had with customers. After venting my frustrations, my dad wrote me a note that I keep in my wallet to this day. It said, "Treat people like you want to be treated. Give people more than they expect. When you treat people with respect and consideration, you give them more than money can buy." So true.
Q: Your friend has two weeks and an unlimited budget. Where do you tell them to go and stay?
A: There is a secluded island on the Great Barrier Reef called Lizard Island with an amazing resort and unbelievable experiences of the reef. My wife and I spent a couple of days there on our honeymoon. I've been to some incredible places around the world, but for me, Lizard Island ranks at the top of the list!