Star of the Month
Manager of Proactive Customer Communications
For Fred Taylor, keeping a finger on the pulse of
Southwest Airlines' daily operations is a way of life. As the Manager
of Proactive Customer Communications, Fred is charged with shepherding
a unique approach to Customer Service whose roots are embedded in one
of Southwest's Core Values—The Golden Rule.
Fred is responsible for making sure Southwest's internal
and external Customers are on the same page when it comes to
information and support when things don't go according to plan. The
scope of Fred's responsibilities spans across 14 Departments, ranging
from Ground Operations to Reservations to Employee Communications. Each
morning, members from these respective groups meet to anticipate
potential operational irregularities, implement a contingency plan to
minimize Customer inconvenience, and develop a proactive communication
effort to inform Customers should their trip get disrupted for some
“ I'm a pretty lucky guy, I guess,”
Fred says with a smile. “The folks I work with on a daily
basis are the most intuitive and caring individuals in the airline
industry—without a doubt!”
When he is not busy working alongside his Southwest
family members, Fred enjoys spending time with his wife, Julie, and
their four children, Benjamin, 10, Madeline, 7, Olivia, 4, and Zoe, 1.
Whether it's taking the family to the ballpark to catch a game, or
simply spending time at home watching a movie, Fred is the
quintessential family man.
“ I get a lot of practice when it comes to
proactive communications and meeting people's needs,” Fred
quips about his family.
Whenever the opportunity presents itself, the Taylor
clan jumps on a Southwest jet and returns home to Louisville, Kentucky,
where Fred was born and raised. And like many from the Bluegrass State,
Fred possesses a deep passion for Thoroughbred racing, and, yes, enjoys
the smooth taste of Kentucky bourbon.
Working at Southwest Airlines has given Fred the freedom
to help Customers and Employees find ways to “go, see and
do” things that they never thought were possible, and it's a
role which Fred takes immense pride in accomplishing.
No doubt, the fruits of Fred's labor have paid off, and
his efforts each and every day play an integral role in keeping the
heart of Southwest Airlines pumping.