Adib Abrahim

Responsible for planning, developing and implementing the company social-business portal, email communications, and mobile strategy. Manage a team of twelve agency and company employees to engage employees and support various stakeholders in large-scale, enterprise-wide communication and change management projects. Manage the development and implementation of support materials and services for various internal communication initiatives. Coordinate at the strategic and tactical levels with other departments to develop comprehensive communication programs that further enhance the employee experience.

Key Achievements

• Developed and implemented a comprehensive communications strategy for a successful brand launch to over sixty-eight thousand employees across the American Airlines global network

• Collaborated with IT to provide email accounts to all employees and launched with a full 360° communication and marketing campaign to drive awareness and adoption of email to thirty percent within four weeks of launch

• Partnered with the user experience group to plan, develop and implement a new social intranet platform

• Achieved a user adoption rate of forty percent in the first three weeks, due to a strategic launch and release rollout schedule of the new intranet platform

• Drove the strategic direction for the design and launch of the “News” space in the new intranet portal

• Adopted a fresh approach to the internal email communications process and developed a plan to leverage the external marketing email tool for use internally, allowing for an enhanced end-user experience and the ability to measure email communication performance

• Developed a SharePoint collaboration site to outline the governance, community manager process and content management of the new social intranet platform

Responsible for developing short and long-term corporate strategies, plans and metrics for engaging, promoting to, and leveraging the African-American and LGBT markets to meet company goals. Integrating and supporting objectives of multiple departments, and developing strategic and tactical alliances with diversity organizations and individuals. Managed all advertising and promotions for LGBT and African-American segments. Worked with senior leadership to effectively engage within the diverse markets, and proactively identified opportunities to strengthen our brand in the diverse segments.

Key Achievements

• Worked with a digital agency to refresh BlackAtlas.com, creating a more social experience for the end-user

• Monetized BlackAtlas.com to allow for potential revenue generation through ad serving on the site

• Guided a media relationship through the agency resulting in over one million unique visits to BlackAtlas.com

• Redesigned AA.com/rainbow creating a more engaging, modern experience for the LGBT segment

• Presented best practices and represented American at various industry conferences and events

• Collaborated with our African-American agency to execute several successful event activations

• Provided strategic direction to the agency to develop media and promotional plans

Responsible for managing one hundred and eighty-five Flight Attendants at the Dallas/Fort Worth base and supporting the Flight Attendant work group by conveying company programs, initiatives, and core values to meet their immediate and specific needs.

Key Achievements

• Became Flight Attendant qualified both international and domestic to support both bases in my group

• Developed and implemented a quarterly progress report and provided a dashboard for the base manager

• Contributed to a Customer Experience team tasked with increasing onboard interaction, achieving the Customer Service Satisfaction goals implemented by the CEL group

Responsible for managing the business cutover process for the TWA acquisition and the transition of TWE into American Connection, as well as managing the American Connection relationship to ensure brand integrity, product consistency, superior service levels and operational efficiency.

Key Achievements

• Performed detailed operational, safety and financial audits of thirty-three airport stations

• Developed, communicated, and facilitated field service audit and travel procedures for American Connection

• Managed a team of twenty employees as the interim General Manager at Halifax, NS., and executed American Eagle operating procedures as well as increased visibility of market share

• Partnered with Interline Travel to develop and administer the American Connection Travel Program

• Worked with senior leadership to replace mainline service with regional service in the St. Louis Hub

Responsible for revenue management, group and meeting travel, employee travel and maximizing profitability between codeshares. Worked with field agents, travel agents and sales teams to ensure smooth operations while maintaining customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies

Key Achievements

• Strengthened relationships with field agents, travel agents, and sales teams to maintain customer loyalty

• Worked closely with American Airlines to resolve customer complaints

• Developed a streamlined process for employee travel requests cutting pass issuance wait time by 50%

• Managed the integration of the business units into American Eagle Airlines