Rachele Tshiamala
Toronto,ON
Overview
6
6
years of professional experience
Work History
Bilingual Customer Service Manager
Air Canada
08.2022 - Current
- Effectively managed a large team, providing real-time coaching on metrics to ensure high performance
- Led and motivated unionized employees, conducted performance reviews, and enforced disciplinary actions
- Collaborated with HR, Labor Relations, and Union to uphold company standards and codes of conduct
- Empowered a diverse team, fostering trust and enabling sound decision-making, both remotely and in-office, in a unionized setting.
Bilingual Customer Advocate – Office of the President
407ETR
04.2019 - 08.2021
- Advocated for customers, addressing high-priority disputes escalated through various channels
- Conducted thorough root cause analyses, identifying process gaps and driving impactful companywide changes
- Expertly trained unionized employees, ensuring seamless onboarding
- Provided real-time support, coaching, and meticulous call monitoring to maintain team metrics and service standards
- Led impactful team huddles to foster clear communication and shared goals.
Education
Honours Bachelors of Arts - Major in Women and Gender Studies; Double Minor in Political Science and Sociology
University of Toronto
Mississauga, ONMaster of Arts - Socio-Legal Studies
York University
Toronto, On10-2025
Research Experience
RESEARCH VOLUNTEER, AUTHENTIC LEARNING LAB (ALL)- January 2022 -Present
Conduct background research, help collect research data and attend monthly lab meetings to help ALL develop and evaluate the Game of Social Life: Dreams, a digital learning game focused on using interactive storytelling to teach about privilege, oppression, empowerment, and social advocacy from an intersectional lens.
Volunteer Experience
Mental Health First Aid | Air Canada| January 2023-Present
Provide appropriate support to employees experiencing mental health problems or experiencing the worsening of mental health problems.
Diversity Equity and Inclusion Ambassador| Air Canada| May 2022- Present
Promote equity and inclusion initiatives within the workplace including community outreach programs. Advocate for safe places at work for all communities and diversities and report areas of improvement. Deliver training and develop resources and information to empower employees to rise towards a more inclusive and equitable work environment. Share ideas and employee feedback to help launch DEI initiatives, actions, and tools.
Wellness Ambassador | AIR CANADA| January 2022- Present
Present, Serve as a liaison between employees and management, promoting and facilitating health and wellness initiatives within the organization. Advocate for healthy practices, organize events, and encourage participation in wellness programs. Foster a culture of well-being, providing resources, and support to colleagues in achieving better physical and mental health at work. Act as a motivator, educator, and facilitator to improve overall wellness within the workplace community.
Timeline
Bilingual Customer Service Manager
Air Canada
08.2022 - Current
Bilingual Customer Advocate – Office of the President
407ETR
04.2019 - 08.2021
Honours Bachelors of Arts - Major in Women and Gender Studies; Double Minor in Political Science and Sociology
University of Toronto
Master of Arts - Socio-Legal Studies
York University