Reecie Howard
Customer Service Supervisor II, DCA
Airline customer service agents (CSA) are trained to see the story behind every situation. A boarding pass may represent a vacation of a lifetime, and a bag could contain an irreplaceable memory. Yet in the midst of a hectic travel day, we fail to remember that the employees who make travel possible have a story as well. In just 2½ years at Southwest Airlines, Reecie Howard has touched customers and co-workers alike. She is known within the Southwest family for helping customer travel stories end happily, yet her story is where the triumph and true inspiration lies.
Background
Howard started her career with the desire to be different. She grew up in a military family, with Navy and Army roots. After a year playing volleyball at the University of South Carolina, she followed her heart back to her family's military roots, but when she joined the Marines, she began her own unique path.
After achieving her original goal of becoming an E-7 (gunnery sergeant), Howard continued to rise in the ranks and eventually joined the top 1% as she became an E-9 (master gunnery sergeant). After 30 years in the Marines, Howard returned to the East Coast in December 2013 to be with her family and begin her next chapter at Southwest Airlines.
In becoming a customer service agent, Howard was questioned about her new career choice because of the change in her pay and status. She held firm to her belief that if you chase money, you will never achieve happiness, and she remained focused on self-fulfillment through leadership and customer service. With that outlook, she snagged a CSA position with Southwest Airlines at Washington Dulles International Airport. One year later, Howard moved to Ronald Reagan Washington National Airport to take on a supervisory position.
Structure
Airport operations have to run just as smoothly as the planes they funnel passengers to. A lack of structure creates turbulence that can ripple through the entire operation. Howard ensures that her customer service agents retain structure in each job function they perform. A controlled frame of mind enables rational, efficient reactions and a positive customer experience.
Accountability
One of the Marines' fundamental philosophies is to "never leave anyone behind." Howard brought this phrase to her Southwest family and lives by it each day. She respects her employees and asks for the same in return. She stays true to herself and does not change, based on the situation in which she is placed. Howard retains integrity and accountability outside of business hours. She does not hesitate to extend her day if her station is swamped with travel chaos.
Honor, Courage, Commitment
Howard utilizes her workplace to honor her past and those who defend our country. She is a lead supervisor for Honor Flights, an organization that flies veterans from across the country to Washington, D.C. Howard reminds customer service agents that the men and women they are assisting are the reason for our freedom.
A successful CSA operates with the courage to tackle any situation. Howard has taught her employees to step back and put themselves in customers' shoes. A balance of courage and respect facilitates successful customer communication.
Whether she is assisting a co-worker or driving lost luggage to a frazzled marathon runner, Howard demonstrates unparalleled commitment to her job. Yet it is her unwavering moral commitment that has inspired co-workers, customers and the entire Southwest family.
The Next Step: Find the Right Job
Whether you want to polish up your resume, find veteran job fairs in your area, or connect with employers looking to hire veterans, Military.com can help. Sign up for a free Military.com membership to have job postings, guides and advice, and more delivered directly to your inbox.
