Vice President Customer Services
"Not a title or a box on a company organization chart. Leadership must be a passion that comes from the heart. Those who truly love to lead and achieve great things understand the importance of respecting one's character, honoring one's thoughts, and valuing one's heart"
Title: Vice President Customer Services
JOB DESCRIPTION: Support the Customer Services Team, focused on the Company's Hospitality initiatives; setting and measuring broad Customer Service expectations; and the delivery of our Customer Experience improvement plans.
EXPERIENCE: I have worked in a variety of positions at Southwest, beginning as a Ramp Agent and moving on to Customer Service Agent, Operations Agent, Operations Supervisor, Assistant Station Manager HOU, Station Manager MSY, SMF and OAK, Regional Director, Senior Director, Station Director for LAS, PHX, OAK, and LAX, and most recently as Vice President, Cabin Services.
LENGTH OF SERVICE AT SOUTHWEST: In my 30th year (2010)
FAMILY: Wife Toni and five children, Kyndal, Amy, Chelsea, Michael, and Zachary, and a granddaughter, Aubree.
FIRST PAYING JOB: Scooping 31 flavors @ Baskin Robins.
PROUDEST MOMENT: The birth of my five children.
BEST ADVICE EVER RECEIVED: I once cried because I had no shoes, until I met a man who had no feet.
BEST ADVICE EVER GIVEN: People don't care what you know, until they know you care.