Open to opportunities

Michael Crawford

@michaelcrawford1

Message

Experienced travel industry professional specializing in customer service, client engagement, and support.

United States

Message

What I'm looking for

I seek a client-focused role where I can leverage deep travel industry expertise to improve member satisfaction, drive engagement, and solve complex support challenges.

I am a dynamic travel industry professional with over 40 years of experience delivering exceptional customer service, concierge, and end-user support. I have a strong track record of improving member engagement, increasing benefit utilization and product adoption, and reducing issue resolution times through innovative problem-solving and relationship-building.

Throughout my career I have managed high-value client relationships, supported enterprise travel platforms, and driven measurable improvements in satisfaction, retention, and operational efficiency. I bring deep GDS and travel technology knowledge, a consultative support approach, and a commitment to continuous improvement and excellent client outcomes.

Experience

Work history, roles, and key accomplishments

Current

Centurion Relationship Manager

Current

American Express Travel

Orchestrate comprehensive travel, concierge, and card services for Centurion members, driving a 20% increase in member engagement and improving satisfaction to 95% while boosting retention and product adoption.

Concierge Services Customer Relationship Management Sabre Member Engagement Product Adoption CRM Travel Operations

Executive Account Client Support Analyst

Concur Technologies

Jan 2001 - Dec 2014 (13 years 11 months)

Resolved international travel and expense support issues for Concur Cliqbook, achieving a 98% resolution rate and improving first-call resolution to 90% while reducing response times and follow-up inquiries.