We recently named Tim Paliganoff as our new Director of Customer Experience.

Tim has been a part of the Cargo team since 1996, when he joined the Cargo Sales organization after working as a Passenger Service Agent in Chicago. He has held a half dozen different roles within Cargo Sales, but most recently served as the Senior Manager of Field Operations, with oversight of the operations in more than 120 cities.

Throughout his career, he has demonstrated a passion and accountability for operational performance, safety and security, with focus directed at improving the way we deliver a world-class experience for our customers and team members. Tim takes on this role left vacant by Eric Mathieu, who now leads the Cargo operation in Miami.

We sat down with Tim to get to know him a little bit better.

Q: From operations to sales, you've done a little bit of everything at American Airlines Cargo since you joined in 1996. How do you think that impacts the way you approach your new role as the director of customer experience?

A: I think it’s about having the opportunity to learn about and build relationships with our customers and also understand the challenges we face in our operation every day. I’m confident that will help steer us through all the exciting changes we are embarking on this year and beyond.

Q: What's the most impactful piece of advice you’ve ever gotten from somebody?

A: Treat others better than you expect to be treated. You’ll feel good about yourself and it will make you feel even better when it comes back around. While simple, I received this advice at a young age and it has stayed with me. I do my best to live by it.

Q: What is something most people might not know about you?

A: When I was in college, I worked as a substance abuse counselor while also working at American. Helping people in this capacity was one of the most challenging, yet rewarding things I’ve ever done. I’m hopeful to someday do that again.