Aishath Shafeenaz
@aishathshafeenaz
Experienced customer service and airline reservations manager with strong leadership in ticketing operations.
MaldivesWhat I'm looking for
I am an airline reservations and customer service professional with over 18 years of progressive experience in ticketing, reservations and team leadership within major carriers and ground-handling operations.
I began my career as a Reservations and Ticketing Agent with SriLankan Airlines, building technical expertise in fares, e-ticketing, MARS reservations and special handling procedures through formal training and on-the-job practice.
At Universal Enterprises – Emirates PSA I progressed from Customer Sales & Services Team Leader to Assistant Manager and then Manager roles, leading PSA and CSA teams, improving service delivery, and overseeing ticketing and customer operations.
I am dependable, operations-focused and results-driven, with a strong background in airline ticketing systems, passenger service processes and staff management, ready to contribute immediately to customer-facing airline or ground-handling teams.
Experience
Work history, roles, and key accomplishments
Manager CSA
Universal Enterprises
Jan 2022 - Present (4 years 5 months)
Currently managing Customer Service Agent operations for Emirates PSA, overseeing daily service standards, staff performance and customer escalations since 2022.
Manager PSA & CSA
Universal Enterprises
Jan 2019 - Jan 2022 (3 years)
Directed PSA & CSA functions, led strategic initiatives to enhance service delivery and operational efficiency between 2019 and 2022.
Assistant Manager PSA & CSA
Universal Enterprises
Nov 2015 - Jan 2019 (3 years 2 months)
Managed PSA and CSA operations, supported process improvements and supervised frontline staff to improve service consistency from 2015 to 2019.
Customer Sales & Services Team Leader
Universal Enterprises
Jan 2008 - Nov 2015 (7 years 10 months)
Led the Customer Sales & Services team for Emirates PSA, driving service delivery and sales support across operations from 2008 to 2015.
Reservations and Ticketing Agent
SriLankan Airlines
Sep 2003 - Jan 2008 (4 years 4 months)
Processed reservations and ticketing for passengers, handled e-ticketing and special handling procedures, and ensured accurate fare and ticket issuance over a 4+ year period.
Education
Degrees, certifications, and relevant coursework
American College of Higher Education
Diploma in Psychology, Psychology
2003 - 2003
Completed a Diploma in Psychology at the American College of Higher Education in 2003.
International Airline Ticketing Academy
Diploma in Airline Ticketing and Reservations, Airline Ticketing and Reservations
2003 - 2003
Completed a Diploma in Airline Ticketing and Reservations in 2003.
Tech stack
Software and tools used professionally
Availability
Location
MaldivesAuthorized to work in
Job categories
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