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 has been in and around the airline industry for almost 30 years. His airline education started when his dad joined Eastern Airlines as a Ramp Manager in 1987, and James helped him with his city code test. His dad went on to have a successful career in airline management, and James learned along the way. James started his airline career in 1992 with Ogden Aviation Services as an Appearance Technician. In 1994 James joined ValuJet as a Reservations Agent, and when ValuJet became AirTran in 1997, James continued to grow with the company. He was promoted to several Leadership positions while at AirTran. He was the Atlanta Reservations Call Center General Manager before joining Southwest /as Sr. Manager of Center Operations in 2012. James’ first major assignment at Southwest was consolidating the three AirTran Reservations Call Centers into one in Atlanta, GA. In January 2019, he became the Vice President of Customer Service & Support (CS&S).
James has been married to his wife Precious for 21 years, and they are proud parents to two children, James Jr. (Jay) and Skylar (Sky).
CS&S Focus Areas Aligned to Bob’s Foundational Five
• Modernize the Operations for Future Scale
• Evolve our Next Level Hospitality Advantage
• Employee Experience and Drive Engagement
• Reliability
Summer Travel Season
• UM/YT Travelers
• Summer Schedule Revisions
CS&S Survey Results
• Employee Engagement
• Taking Care of Our People
• Employee Wellbeing
James’ Shout Out
• Business Strategy and Initiatives Team
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.
Service Modernization: Improved Rep and Customer Experience Focuses
• ARD Web
• Self-Serve
• IRROPS
• Context
• C360
Service Modernization Wins to DateSummer Travel Season
• C360/Salesforce
• ARD Web
• Self-Serve/Digital
• IRROPs & Context
Service Modernization Upcoming Enhancements
• ARD Points/Dollars Shopping Enhancement
• ARD: Prepopulate City Name when Zip Code is entered
• ARD: PNR Recall (past flown PNRs/archived PNRs)
• Digital: Modify Both Mounds
• Digital: Configurable Number of Changes During Disruption Flow
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.
Start with Heart
Business Support Teams
• Business Readiness Support
• Operations Associates
• CWA Staffing
• Payroll & Leave
• Auditing
• Quality
• Data Analytics
• Workforce Strategy
• Business Consultants
• Communications
• Employee Engagements & Insights
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.
Q1 Operational Performance
• Customer Satisfaction
• Hospitality
• First Call Resolution
Cost Per Contact vs Revenue Per Contact
• Opportunities to Improve
Operation 2022 vs 2023
Summertime Travel Reminders
• UM/YT Travelers
• First Time Travelers
• First Call Resolution
Shoutout
• Kevin Lum
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.
Start with Heart
Grow Existing CS&S Channels
Existing
• E-Comm
• Groups
• SOS
New Channels
• SWA Corporate
• Government Business
• Social Care
What Have We Done So Far?
• Looking for Efficiencies
• Assess Readiness for Additional Work
• Building Relationships
Next Steps?
• Leadership Coverage
• Establish New Procedures
• Standardize Intake
