This Update Includes:

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.

This Update Includes:

Q1 Operational Performance

• Customer Satisfaction

• Hospitality

• Fi

Cost Per Contact vs Revenue Per Contact

• Opportunities to Improve

Operation 2022 vs 2023

Summertime Travel Reminders

• UM/YT Travelers

• First Time Travelers

• Fist 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