Holly Berner
Surprise
Summary
Dedicated flight attendant with extensive experience delivering exceptional passenger service while ensuring strict safety compliance. Proven track record in managing in-flight emergencies and providing outstanding customer care, coupled with strong communication skills that facilitate effective conflict resolution. Committed to leveraging expertise and passion for aviation to contribute positively to the team at Southwest Airlines. Eager to enhance the travel experience for passengers through professionalism and a proactive approach.
Overview
31
31
years of professional experience
Work History
Flight Attendant
American Airlines
Phoenix, AZ
05.2025 - Current
- Delivered exceptional customer service in high-pressure environments during flights.
- Ensured safety compliance by conducting pre-flight safety briefings and checks.
- Assisted passengers with special needs, providing personalized care and support.
- Managed cabin operations efficiently, coordinating with crew to enhance service delivery.
- Resolved in-flight issues swiftly, maintaining a calm atmosphere for passengers.
- Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
- Handled medical emergencies calmly and competently following established protocols while liaising with the cockpit crew as needed.
- Promoted brand reputation by exhibiting professionalism, friendliness, and attentiveness in every interaction with customers.
- Participated in regular training sessions to stay current on industry trends, evolving company policies, safety procedures, and customer service strategies.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Answered passenger questions and provided solutions to issues arising during flights.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Assisted unaccompanied minors throughout their journey by providing supervision and engaging them in age-appropriate activities or conversation.
- Coordinated with ground personnel to resolve any issues or discrepancies in a timely manner, maintaining smooth operations.
- Prepared cabin for arrival by cleaning surfaces, restocking supplies, securing loose items, and ensuring overall orderliness.
- Managed inventory effectively, ensuring that all necessary supplies were available for each flight, while minimizing waste and costs.
Full-Time Mom
Berner Residence
Surprise, AZ, USA
01.2006 - Current
- Time management, conflict resolution, problem solving, money management
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
- Managed and coordinated multiple projects while ensuring timely completion.
- Identified ways to improve efficiency in operations and implemented process changes.
- Experienced with social media and communications platforms.
- Performed general maintenance and repair.
Cash Office Associate
Lowes
Corona, CA, USA
01.2005 - 12.2005
- Generated and analyzed daily reports relating to cash deposits and register operations.
- Processed and maintained currency by completing daily audits of external vault.
- Prepared bank deposits and change orders in accordance with company policies.
- Performed regular audits of cash drawers to ensure accuracy of funds at start and close of shift.
- Efficiently balanced the daily register totals and reconciled discrepancies.
- Proficiently handled large volumes of cash transactions in an organized and timely fashion.
- Trained new staff members on proper cash routines, procedures and requirements.
- Collaborated with loss prevention to reduce shrink and theft from business.
- Prepared bank deposits by compiling data from cashiers, verifying and balancing receipts and sending cash, checks and other forms of payment to banks.
- Complied with federal, state and company policies, procedures, and regulations.
- Performed general office duties, such as filing, answering telephones, and handling routine correspondence.
- Received, record and bank cash, checks, and vouchers.
- Reconciled records of bank transactions.
- Reconciled and noted and reported discrepancies found in records.
Personal Assistant to the Owner
N.C.S.
Eastvale, CA, USA
01.1999 - 01.2004
- Answered calls and emails from clients and delivered messages on behalf of executives.
- Managed calendar and travel arrangements for the owner while keeping track of details and deadlines.
- Performed administrative duties such as filing, scheduling appointments, and organizing documents.
- Coordinated meetings between the owner and external parties in order to facilitate business operations.
- Updated company accounts and customer information in business databases.
- Organized important financial documents and receipts into company filing systems.
- Tracked project costs against budget allocations to ensure projects stayed within budget parameters.
- Assisted in creating budgets for projects based on scope of work outlined by the owner.
- Followed up with clients and colleagues to ensure deadlines were met.
Customer Service Representative
Behr Process
Santa Ana, CA, USA
01.1997 - 01.1998
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Processed orders, returns, and exchanges in an accurate and efficient manner.
- Assisted customers with product selection by providing detailed information about available products and services.
- Participated in team meetings to discuss new ideas for improving the overall quality of customer service provided.
- Updated and maintained database with accurate customer information and timely data entry.
Payroll/Accounts Payable & Accounts Receivable
Wet Seal & Contempo Corporate
Irvine, CA, USA
01.1995 - 01.1996
- Processed and reconciled accounts payable and receivable transactions accurately and timely.
- Verified accuracy of invoices, resolved discrepancies, and processed payments accordingly.
- Maintained accurate records of vendor invoices, expense reports and other documents.
- Created detailed reports regarding account activity for management review.
- Collaborated with internal departments to ensure efficient billing processes.
- Prepared and processed accounts payable reports and vendor check runs.
- Verified invoices for proper receiving approval, purchasing authority and appropriate supporting documentation.
- Performed general office duties, such as filing, answering telephones, and handling routine correspondence.
Education
AA Degree - Social & Behavioral Science
Norco College
Norco, California12.2021
AS Degree - Applied Mathematical Sciences
Norco College
Norco, California12.2021
Skills
- Outstanding customer service skills
- Hospitality awareness
- Excellent verbal communication skills
- Problem-solving skills
- Empathy
- Emotional intelligence
- Assertiveness
- Confidence
- Attention to detail
- Ability to work well independently
- Ability to work well in a team
- Computer literacy
- Quick learner
- Interpersonal Communication
- Active Listening
- Cultural Awareness
- Flexible
- Adaptable
- Calm Under Pressure
- Multitasking Abilities
- Troubleshooting
- Organization
- Time Management
Timeline
Flight Attendant
American Airlines
05.2025 - Current
Full-Time Mom
Berner Residence
01.2006 - Current
Cash Office Associate
Lowes
01.2005 - 12.2005
Personal Assistant to the Owner
N.C.S.
01.1999 - 01.2004
Customer Service Representative
Behr Process
01.1997 - 01.1998
Payroll/Accounts Payable & Accounts Receivable
Wet Seal & Contempo Corporate
01.1995 - 01.1996
AS Degree - Applied Mathematical Sciences
Norco College
AA Degree - Social & Behavioral Science
Norco College