Rachael Lumba
London
Summary
Elegant, service-driven, and emotionally intelligent customer service professional with experience in high-pressure, client-facing environments. Recognized for exceptional communication, calm problem-solving, polished presentation, and the ability to create memorable customer experiences.
Brings strong multicultural awareness, professionalism, and a natural ability to comfort, support, and connect with people qualities aligned with Emirates’ exceptional brand standards.
Overview
6
6
years of professional experience
Work History
Non-Profit Director
Hear Her Foundation
06.2025 - Current
- Leads a mental-health-focused organization supporting women, families, and youth.
- Organizes community initiatives, charity events, and educational outreach.
- Represents the foundation at public events with professionalism, confidence, and empathy.
- Demonstrates leadership, cultural awareness, and strong interpersonal communication essential qualities for international cabin crew.
Customer Support Associate
A Place For Mom
01.2023 - 11.2025
- Guided families seeking care homes for elderly parents, often in emotional situations.
- Practiced compassion, professionalism, and active listening.
- Demonstrated strong documentation, follow-up, and multi-tasking skills.
- Adapted communication style to match different family needs, cultures, and stress levels.
Customer Service Representative
TurboTax
05.2021 - 01.2023
- Assisted hundreds of clients with tax-related questions, demonstrating patience, empathy, and clear communication.
- Managed sensitive personal information with strict confidentiality and accuracy.
- Resolved complex issues through step-by-step guidance, ensuring high customer satisfaction.
- Maintained calm tone and professional demeanor even with frustrated or confused clients.
- Achieved strong performance metrics in call quality, compliance, and client support.
Crew Member
McDonald's
09.2019 - 05.2021
- Delivered friendly and efficient service in a fast-paced, high-volume environment.
- Maintained strict food safety, hygiene, and cleanliness standards.
- Assisted customers from diverse backgrounds with patience and enthusiasm.
- Recognized by management for reliability, teamwork, and consistent positive attitude.
- Handled cash, drive-thru operations, and order accuracy with strong attention to detail.
Education
Associate of Arts - Business
Fanshawe College of Applied Arts And Technology
London, Ontario04-2023
Skills
- Exceptional Customer Service
- Conflict Resolution & De-escalation
- Professional Grooming Standards
- Safety Awareness & SOP Compliance
- Cultural Sensitivity & Global Mindset
- Team Collaboration
- Fast-paced & High-volume Service
- Cash Handling & POS Systems
- Clear Communication
- Problem Solving Under Pressure
Languages
English
Native or Bilingual
Timeline
Non-Profit Director
Hear Her Foundation
06.2025 - Current
Customer Support Associate
A Place For Mom
01.2023 - 11.2025
Customer Service Representative
TurboTax
05.2021 - 01.2023
Crew Member
McDonald's
09.2019 - 05.2021
Associate of Arts - Business
Fanshawe College of Applied Arts And Technology