Kelly Salomon
Little Elm,TX
Summary
With over 25 years of customer service and leadership experience, I have gained valuable insights into working effectively in a unionized environment. My expertise lies in coaching team members to excel, meet company expectations, and adhere to company policies. I am dedicated to supporting team members and optimizing operations to deliver an exceptional experience. Known for my strong work ethic, high-energy attitude, and unwavering dependability, I take immense pride in my contributions. As I strive for continuous growth, I am eagerly seeking opportunities to expand my knowledge and advance my career.
Overview
31
31
years of professional experience
Work History
Crew Manager, Inflight
American Airlines
04.2023 - Current
- Lead a team of 200+ Flight Attendants, elevating customer experience through operational support, performance coaching and engagement
- Recipient, Operational Support Excellence Award (Q1 2024)
- Ensured DOT/FAR compliance and adherence to company policies; communicate changes
- Coordinated between HCC Tower, crew, provisioning and terminal teams to maintain on-time departures
- Emergency response for crew wellness checks throughout terminals and onboard aircrafts
- Conducted Quality Assurance Rides for Flight Attendants
- Contributed to New Hire program by hosting base visits, indoctrination, passing probation and base tours
- Collaborated in engagement for special event in Crew Service Centers and DFW Airport for special events and holiday initiatives
Customer Care Manager
American Airlines
07.2019 - 04.2023
- Led specialty desk, driving team performance through targeted coaching aligned with proficiency goals and compliance standards
- Enhanced customer experience through strategic improvements that boosted loyalty and sales
- Managed performance metrics and accountability, including necessary corrective actions
- Top performing team in sales and customer satisfaction (Q1-Q3 2022)
- Developed scenario-based Regulatory Compliance training program emphasizing DOT requirements
- Implemented Compass analytics training for performance self-monitoring
- Led candidate evaluation during Hiring Events and CCM interviews
- Facilitated Local and Global CCM Onboarding Modules with hands-on training support
- Concurrently managed CCM duties while leading 32-person New Hire Class through 8-week FSU program
- Mentored team members toward career advancement, facilitating numerous internal promotions
- CARE Management Team member
Reservations Agent
American Airlines
06.2015 - 07.2019
- Identified customer needs, built immediate rapport, and leveraged system tools to deliver premium service while consistently surpassing performance metrics
- Expertly navigated customer challenges during irregular operations, implementing effective solutions
- Achieved top 5% ranking in Reservations Global Sales performance (2017)
- Earned multiple service excellence commendations from senior management and elite customers
- Completed Special Assistance TDY assignment, providing proactive support for mobility-challenged passengers while exceeding QSIT processing targets for six consecutive months
Account Executive
Windy City Wheels
03.2009 - 08.2014
- Spearheaded successful automotive advertising startup targeting dealerships across the Chicagoland market
- Delivered high-converting advertising packages that demonstrably increased dealership foot traffic and vehicle sales
- Achieved #1 sales performance for four consecutive years (2010-2014)
- Cultivated strategic dealer relationships, significantly expanding weekly ad budgets and market penetration
- Implemented comprehensive training program for new sales representatives, instilling proven techniques that accelerated team performance
Owner
Mobile Tel, Authorized AT&T Retailer
04.1994 - 04.2009
- Launched and successfully managed three retail locations as owner/operator, driving exceptional performance through hands-on leadership, customer accessibility, and strategic operational oversight
- Maintained profitable operations across all three retail establishments for over a decade, demonstrating sustainable business model and financial acumen
- Outperformed both competitors and corporate-owned stores in cellular sales throughout Chicago's western suburbs for six consecutive years
- Cultivated high-performing store managers through internal promotion and mentorship, establishing autonomous leadership teams that consistently exceeded aggressive sales targets
Education
Marketing and Business Management
College of DuPage
Glen Ellyn, IL01.1992
Skills
- Transformational Coaching and mentoring
- Operations management
- Conflict resolution
- Collaboration and teamwork
- Dynamic Team Leadership
- Operational efficiency
- Effective communication
- Adaptability and flexibility
- Problem-solving aptitude
- Outstanding customer service
Leadership Qualities
- Servant-oriented strategic leader with proven success in unionized environments
- Skilled conflict mediator combining analytical problem-solving with emotional intelligence
- Results-driven performer excelling under pressure with superior prioritization abilities
- Empathetic team developer balancing competitive drive with adaptable management approach
EBRG PARTICIPATION
Abilites
Generation Now
Professional Women in Aviation
Timeline
Crew Manager, Inflight
American Airlines
04.2023 - Current
Customer Care Manager
American Airlines
07.2019 - 04.2023
Reservations Agent
American Airlines
06.2015 - 07.2019
Account Executive
Windy City Wheels
03.2009 - 08.2014
Owner
Mobile Tel, Authorized AT&T Retailer
04.1994 - 04.2009
Marketing and Business Management
College of DuPage
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