CS&S Leadership Update Q2 2024

CS&S Communications Leadership Update

CS&S Vision Statement

Our Vision is to know our Cohearts and Customers, meet them where they are, and deliver experiences that make them feel welcomed, cared for, and appreciated.

James Ashworth Vice President CS&S

As Vice President of Customer Support & Services (CS&S) at Southwest Airlines, James is responsible for leading efforts to develop and implement strategies that ensure new technologies are introduced, improve service quality, and align Customer satisfaction initiatives so Southwest Customers and Employees continue to feel welcomed and cared for.

James is a 30-year industry veteran, starting his career in the airline business with Ogden Aviation Services as an Appearance Technician. James joined ValuJet as a Reservations Agent in 1994, and when ValuJet became AirTran in 1997, James continued to grow with the company. He was promoted to several leadership positions at AirTran and was the General Manager of the Atlanta Reservations Call Center before joining Southwest as Sr. Manager Center Operations in 2012. During the merger of AirTran and Southwest Airlines, James played an integral part in the consolidation of AirTran Contact Centers and Southwest Call Centers. James later spearheaded the Salesforce Customer 360 project at Southwest and led the effort to convert the eight brick and mortar Contact Centers into a Remote Workforce for over 3,000 Employees in 2020.

James is a long-time advocate for the visually impaired. He is dedicated to supporting individuals and their families impacted by vision loss in various aspects of their life, including education, employment, and daily living skills. James is a donor and advocate for the Foundation for Fighting Blindness and served as a Board Member for the Center for the Visually Impaired (CVI). James served as a Georgia State Rehabilitation Council member supporting Georgians with disabilities. James is the Executive Sponsor for Southwest’s ABLE Employee Resource Group and a member of the Black Excellence Advancing Together (BEAT) Employee Resource Group.

James is an Atlanta Falcons fan, but when he isn’t watching football in his downtime, he can be found playing his favorite songs on his guitar. James and his wife Precious have been married for over 20 years and are the proud parents of two children, Jay and Skylar.

This Update Includes:

James Previews this Leadership Update

Looking Ahead..

• Busy travel season

• Focus on Hospitality

Customer Organization Realignment

• Org Design progress

Compensation Guarantee Review

Schedule Revisions

• April revision recap

• Boeing impact

• Future revisions Financials

• How do we win Customers in this challenging environment?

• Staying optimistic

Sherrie Mullikin

Director Business Strategy & Initiatives

Sherrie started her airline career in 1991 and joined the Southwest Family when Southwest acquired Morris Air. Sherrie has held various positions during her 27-year career. She began in Customer Relations as a Representative and was promoted to Supervisor. She was on the Customer Relations Leadership Team for 17 years before accepting a role as a CS&S SOS Assistant Manager, followed by leading the CS&S Production Support Team as Senior Manager. Sherrie has supported the transition from Ticketless to E-Ticketing, codeshare, the AirTran acquisition, international travel, OneRes, and most recently, the ability for CS&S Employees to work remotely. Sherrie is a 2014 MIT II graduate, a Certified Continuous Improvement Green Belt, a Gallup Strengths Based Coach, and a 2004 Presidents Award Recipient.

Sherrie and her husband, Steve, love to travel when she is away from work. They go from the mountains to the beach and enjoy visiting Utah to visit family. They love to watch movies and cheer on the Dallas Cowboys and Texas Rangers with their three cats: Bella, Tucker, and Jinxy.

This Update Includes:

Special Guest

z Kia Ramsaroop

{ About Kia

{ Most satisfying part of her job

{ Most challenging part of her role

CS&S Readiness and Support Team

z How they support CS&S and our Customers

z How Bob’s message resonate with Team

Lavitia Brunson Director Business Support

Lavitia Brunson serves Southwest Airlines as the CS&S Director Business Support, with oversight for the people and functions of quality & auditing, data analytics, workforce strategy, intraday operations, training, development, communications, department processes and engagement.

Lavitia serves on the Southwest Airlines Catastrophic Assistance Board, the Southwest Airlines Scholarship Board and Leadership Women Board of Directors.

In her 30 years at Southwest Airlines, she has served in the areas of Employee Labor/ Relations, Center Operations, Payroll & Leave Management, as well as collaborating on a myriad of technology projects with Teams of Subject Matter Experts.

Lavitia graduated Summa Cum Laude from St. Joseph’s University with a Master of Science in Organization Development & Leadership. She is a Gallup Certified Strengths Coach and John Maxwell Team member who enjoys engaging and sharing time with others through mentoring individuals and speaking with groups.

In her roles of coaching and advocacy, her mission is to meet and interact with as many People as possible, throughout her life. Her intent is to leave every situation and interaction better than when she came to it.

This Update Includes:

Overview of Staffing

z Forecast

z Adjustments

z NOC presence

How TOWOP helps cut costs

Balancing cost savings and Customer needs

z Re-forecast constantly

z Monitor call curve

z Make any necessary adjustments

Absenteeism’s effect on the Staffing Plan

z Attendance affects forecast accuracy

z Cutting costs is Ours to Own

Danielle Reidder Director CS&S Operations

Danielle joined the Southwest Family on July 30, 1996, as a Ramp Agent at Sacramento (SMF). She expanded her airline expertise in Ground Operations by leading in various roles across the Southwest Network, including Operations and Cargo Agent (BUR), Operations Supervisor (BUR), Field Support Representative (DAL region), Manager of Customer Service (LAX), Manager of Ramp & Ops (PHX), Lobby Manager (PHX), Assistant Station Manager of Customer Service (LAS), and Station Leader (DEN). Danielle has been a part of the CS&S family since 2015, where she has supported Field Operations through contract negotiations and, most recently, during the transition to a Virtual Center. When Danielle can, she enjoys vacationing worldwide with friends and family. She looks forward to the day when she can find some relaxation in the comfort of a new home she has built in the heart of Dallas.

This Update Includes:

Q1 Operational Performance

z Calls Handled

z AHT

z Customer Service

z Service Levels

z Abandon Rate

Special Guest

z Ulrika Martinez

z Next Think

Shoutouts

z Mei Elliott

z Sally Franson

z Customer Satisfaction

z Hospicatlity

z First Call Resolution

z Ancillary Revenue Sales

z Attendance

David Feldman Director Ops Special Services

David joined Southwest in 2006 as Manager of Workforce Systems. Since then, he has held multiple Leadership roles within CS&S, the most recent being Sr. Manager of Operational Performance. As a Sr. Manager, David led multiple projects and initiatives to include centralizing various Teams for efficiency, launching the Aspect Telephony platform, and restructuring our daily Staffing Team that we lovingly call the “bullpen”. In 2018, he was a recipient of a Southwest President’s Award. David has always taken his professional development seriously, having completed Manager in Training (MIT) programs I and II. Currently, David is a Cohort in the High Impact Leadership Program.

When he is not working, David and his wife of over 25 years, Tomi, enjoy traveling and spending time with their two children and grandchildren. He is an avid runner and recently completed the BMW marathon in Dallas. David has deep roots in North Texas and enjoys volunteering at his church. During Christmas when Santa visits CS&S, you cannot help but notice Santa’s striking resemblance to David.

This Update Includes:

Recap Ecomm

Special Guests Jason and Laura

How SOS supports Southwest

z Internal escalation desk

z Primary Focus - application support & transfer of knowledge

z Two Primary Customers - CS&S & Ground Ops

SOS Travel Services

z Non-Revenue Must Rides transferred on May 6

z Training

Thanks For Tuning In!