Summary
Overview
Work History
Education
Skills
Interests
Timeline
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KEVIN HUGHES

Chandler,AZ

Summary

Dynamic professional with extensive experience at American Airlines, excelling in policy development and team leadership. Proven ability in report preparation and performance tracking, fostering a collaborative environment. Recognized for resolving conflicts and enhancing staff efficiency, contributing to improved customer satisfaction and operational excellence. Understands the importance of elevating the customer experience.

Overview

14
14
years of professional experience

Work History

Crew Manager

American Airlines
08.2016 - Current
  • Created and implemented policies to achieve customer satisfaction and maintain food service standards.
  • Settled crew member disputes by addressing problems quickly and providing successful mediation.
  • Motivated 180 flight attendants to perform at peak efficiency and quality.
  • Liaison between Hawaii and PHX for flight attendant issues. Participated in weekly meeting to discuss current issues. Daily ramping of Hawaii flights out of PHX.
  • Food & Beverage liaison for PHX. Participate in ongoing conference calls to discuss current catering issues.
  • Provide coverage for the Crew Service Center.
  • Coach & Counsel flights attendants on performance issues and issue corrective action if necessary.
  • Recognize flight attendants who are celebrating their company anniversary and positive performance issues.
  • Work with flight attendants to resolve training issues.
  • Provide positive support to flight attendants.
  • Previously responsible for maintaining our management and support staff working schedule.
  • Provide support for issues that arise at the gate during departure/arrival of flights.

Senior Analyst - RES Policy & Procedure

American Airlines
06.2013 - 07.2016
  • Developed reservation policies during the merger of AA and USAirways.
  • Interacted with various departments to finalize policies.
  • Generated ad-hoc reports to evaluate specific business requirements.
  • Developed policies & procedures for Special Assistance desk.
  • Followed DOT policies

Manager - Reservations

American Airlines
06.2011 - 05.2013
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Accomplished multiple tasks within established timeframes.
  • Responsible for daily operation of the Special Assistance, AAdvantage, Around the World, and newhire training classes.

Education

Bachelor of Arts - Business Management

Wright State University
Dayton, Ohio
06-1988

Skills

  • Report preparation
  • Performance tracking
  • Team player
  • Collaborative thinking
  • Consider tomorrows impact on today's decisions

Interests

Avid roller coaster enthusiast

Timeline

Crew Manager

American Airlines
08.2016 - Current

Senior Analyst - RES Policy & Procedure

American Airlines
06.2013 - 07.2016

Manager - Reservations

American Airlines
06.2011 - 05.2013

Bachelor of Arts - Business Management

Wright State University

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KEVIN HUGHES