Summary
Work History
Education
Skills
Timeline
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Rachel O'Neal

Fort Worth,TX

Summary

Professional with extensive experience in customer service handling high pressure client communications both over the phone and in person. Seeking a remote position with American Airlines to leverage my strong communication skills and passion for helping people in a dynamic and fast paced environment.

Work History

CSR

Belltower Technology
Remote
2020 - 2025
  • Handled inbound and outbound calls to alert clients about time sensitive food recalls.
  • Cleared high volume ticket queues efficiently while maintaining accuracy and professionalism.
  • Delivered critical information updates to stake holders in a timely, clear and compassionate manner.
  • Maintained a calm and helpful tone in stressful situations, often serving as the first point of contact during urgent health related incidents.
  • Tracked and documented all communication accurately in CRM tools.

Bartender/Server

Holiday Inn
Fort Worth, TX
2023 - 2024
  • Served high customer volumes during special events, nights, and weekends.
  • Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
  • Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
  • Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
  • Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
  • Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.

Server Trainer

Riscky's BBQ
Fort Worth, TX
2015 - 2020
  • Mentored new hires through the training process, ensuring they became productive team members quickly and efficiently.
  • Trained new team members on restaurant procedures, menu items, and performance strategies.
  • Addressed customer concerns promptly and professionally, resolving issues and preventing negative reviews or feedback.
  • Demonstrated strong knowledge of food and beverage service standards and led by example to instill in new servers.
  • Developed strong relationships with regular customers, encouraging repeat business and loyalty to the establishment.
  • Utilized effective communication techniques to support server learning and comprehension.

Education

Northwest High School
Justin, TX

Skills

  • Call center experience
  • Customer focus
  • Complaint handling
  • CRM software
  • High volume call handling
  • Problem solving under pressure
  • Time management and multitasking
  • Remote work tools (Zoom, Teams, Slack)
  • Empathy and active listening
  • Communication ( verbal and written)

Timeline

CSR

Belltower Technology
2020 - 2025

Bartender/Server

Holiday Inn
2023 - 2024

Server Trainer

Riscky's BBQ
2015 - 2020

Northwest High School

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Rachel O'Neal