Consistently supports Senior Leadership in communicating the vision and goals for Customer Support & Services
Collaborated with various CCS&S Teams to set KPIs, Goals, and Metrics for the Special Services Ecomm and Group Desks
Consistently and effectively communicates with frontline Employees in meetings, monthly 1:1’s, and roundtables to communicate Departmental policy and objectives for Customer Service; and to identify and resolve any concerns or issues
Mentored ELDP Leaders, Customers Representatives, and Team Leaders who have successfully promoted within Southwest Airlines
Conduct weekly performance reviews with Leaders within the organizational unit to discuss and analyze Team and identify trends and issues impacting the department
Collaborate with peers on various projects and initiatives such as New Hire Training, New Hire Team Leader Training, and the IOA Extension Process, within the department to develop talent, improve efficiency and better achieve Department and Center goals
Represented Southwest Airlines locally by participating in civic organizations and attending community functions like The Ronald McDonald House and Love Beyond Walls
Process Owner for the VI Customer Representatives within CS&S
Leads the Groups Desk under CS&S Special Services
Partnered with Southwest Business to implement the Special Services Groups Dedicated Line
Led the sunset efforts for the AirTran Customer Relations Dept during the One Luv Integration
Southwest Airlines MIT Graduate- Class of Spring 2016
Designated Process Owner for the Emerging Leadership Development Program in the Georgia Center
Managed first virtual Team of Reps within CS&S (Phoenix Center)
Implemented the first support channel within a virtual environment (VI Luv Support Channel)
Designated as New Hire POC within the Georgia Center; worked with SWAU and other Managers to transition the training process from in-person to virtual environment
President's Award Winner 2023
Customer Support & Services Warrior Spirit Award Winner 2023
Selected as Operations Manager for the newly formed Special Services Team within CS&S
Timeline
Manager CS&S Operations, Special Services
Southwest Airlines
10.2011 - Current
BA - English, Language and Literature
Savannah State University
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