SCHED* SXSW 2011 has ended
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Fred Taylor

Sr Mgr
Southwest Airlines
Fred Taylor, Jr. Senior Manager Proactive Customer Service Southwest Airlines Keeping a finger on the pulse of Southwest Airlines’ daily operations and making sure their Internal and External Customers are on the same page is a way of life for Fred Taylor, Jr. As the Senior Manager of Proactive Customer Service Communications, Fred is charged with shepherding a unique approach that has its roots firmly embedded in one of the Company’s Core Values—The Golden Rule. Fred and his Proactive Customer Service (PCS) Team of four are responsible for coordinating timely information, guidance, and support during disruptions of Southwest’s scheduled service. Working with 14 other departments, the PCS Team explores new ways Southwest can operate more efficiently; provide more-effective communications; and implement better Customer accommodations. The PCS Team’s efforts are directly tied to the Company’s cost management, revenue production, and Customer goodwill initiatives; and the results of their proactive work have been (and continues to be) featured in over 50 print, television, and Internet media including: Business Week, The New York Times, The Wall Street Journal, Chicago Tribune, Dallas Morning News, NBC, CBS, and Fox TV. When Fred is not busy working alongside his Southwest family, he enjoys spending time with his wife, Julie, and their four children. Fred was born and raised near Louisville, Kentucky; and he holds a Bachelor of Science degree from the University of Louisville. Like many from the Bluegrass State, Fred possesses a deep passion for Thoroughbred racing and smooth Kentucky bourbon. In his “spare time,” Fred created and manages a Thoroughbred horseracing partnership—Mojo Racing Partners. Fred applies the same fundamental business practices that he learned at Southwest Airlines to help make his racing partnership a successful experience. To Fred, being proactive means practicing what you preach. As such, through effective internal and external communication/action, Fred and his Team helps Southwest Airlines prudently manage its information, services, and available resources. And, in the same light, these fundamental principles carry over to Fred’s personal life and hobbies too!

My Speaker Sessions

Monday, March 14