Bernard J

At Homebase and Southwest Airlines, this professional elevated client satisfaction above 95% by resolving complex payroll and service issues while cutting repeat inquiries by 20%.

Leveraging Advanced

Excel and Zendesk, they optimized operations for teams up to 20 members and coordinated logistics for thousands of flights, ensuring compliance and high customer satisfaction.

Payroll Support & Client Success Specialist - Homebase

(2021-09 - 2025-05)

• Delivered 95%+ CSAT by managing complex payroll and platform escalations within a SaaS environment, ensuring high client retention.
• Reduced repeat client inquiries by 20% through the creation and implementation of proactive Client Education programs and comprehensive knowledge bases.
• Conducted advanced data analysis using Excel to identify operational inefficiencies and eliminate recurring client issues.
• Accelerated bug resolution by submitting detailed Zendesk tickets, decreasing repeated support requests and enhancing product stability.
• Collaborated with Product and Engineering teams to translate user feedback into prioritized technical solutions, driving continuous platform improvements.

Operations Supervisor - Park Place Valet

(2021-04 - 2022-12)

• Led logistical operations for a 20-member team, managing the intake and processing of 150–250 vehicles per shift while consistently meeting strict SLAs.
• Optimized scheduling and staff rostering through data-driven analysis of traffic forecasts, enhancing operational efficiency and reducing downtime.

Flight Attendant (Logistics & Service) - Southwest Airlines

(2014-06 - 2020-12)

• Coordinated scheduling and operations for 2,000+ flights, ensuring on-time departures and minimizing delays.
• Implemented advanced conflict resolution strategies, reducing passenger complaints by 15% during service disruptions.
• Monitored real-time flight data to proactively address operational challenges, enhancing overall customer satisfaction scores.
• Streamlined communication between ground staff and flight crews, improving coordination efficiency by 20%.

Flight Attendant (International Operations) - Omni Air International

(2012-11 - 2014-05)

• Executed high-quality service on long-haul international flights, utilizing Microsoft Office to efficiently track and manage passenger requests, enhancing customer satisfaction metrics.
• Resolved passenger issues through Zendesk, achieving a consistent record of positive feedback and improved service ratings.
• Enforced FAA safety protocols with meticulous documentation via Microsoft Office, maintaining zero safety violations and ensuring regulatory compliance throughout tenure.

Associate of Arts and Science - Nicholls State University