RAUSHANA SHAKIR
G DH Thinadhoo Dhunthari
Summary
With a proven track record at Emirates, I excel in ramp operations and exceptional communication, enhancing passenger satisfaction through innovative solutions and sustainable practices. My leadership in team building and problem-solving significantly ensuring seamless operation, showcasing my ability to deliver service under pressure while maintaining excellent interpersonal relationships.
Overview
16
16
years of professional experience
Work History
Senior Airport Services Agent
Emirates
12.2015 - Current
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
- Enhanced passenger satisfaction by providing exceptional customer service and addressing concerns promptly.
- Spearheaded initiatives aimed at reducing environmental impact from airport operations by implementing sustainable practices.
- Coordinated luggage handling procedures, resulting in fewer lost or delayed bags for passengers.
Airport Services Agent
Emirates
12.2015 - Current
- Enhanced customer satisfaction by providing timely and accurate flight information.
- Assisted in resolving ticketing issues by liaising between passengers and airlines'' central reservation systems effectively.
- Managed conflict resolution among passengers, maintaining a calm and professional demeanor during difficult situations.
- Responded swiftly to passenger inquiries, providing accurate information about schedules, fares, and travel policies.
Passenger Services Officer
Maldives Airports Company LTD
02.2014 - 09.2015
- Coordinated with ground crew to ensure timely aircraft turnaround, maintaining optimal efficiency in operations.
- Implemented innovative solutions for common passenger complaints, resulting in reduced negative feedback rates over time.
- Assisted passengers with special needs, ensuring a comfortable and pleasant travel experience.
- Collaborated with various airport departments to ensure seamless coordination of passenger services, ultimately enhancing customer satisfaction rates.
Associate Executive Customer Services
GMR International Airports
01.2012 - 09.2014
- Answered customer questions and resolved service issues in a timely manner.
- Coordinated with airlines for effective handling procedures delivering dynamic experience to their customers.
- Partnered with cross-functional teams in consulting and conducting trainings for service excellency.
- Carried out flight controller activities while maintaining the standards and procedures of the airlines.
Customer Services Assistant
Island Aviation Services
04.2009 - 09.2012
- Successfully handled flight check-ins, Boarding gates as well as Arrivals.
- Completed all the mandatory ramp side and airside safety awareness trainings.
- Worked to ensure that flight check-in procedures and announcements are made as per the procedure of the airline.
- Dealt with customer complaints, feedback and concerns while delivering them suitable solutions.
- Carried out check-ins for different airlines in diverse check-in systems.
Education
Bachelor of Arts - Bachelor Of Arts In Business And Aviation
Villa College of Maldives
Malé, Maldives07-2025
High School Diploma -
Hospitality And Tourism Studies
Maldives National University12-2008
High School Diploma -
International Airline Ticketing Academy
SriLankan ,Colombo08-2008
Skills
- work ethic and Flexibility
- Exceptional communication skills
- Team building
- Time management
- Effective problem solving skills
- Excellent interpersonal skills
- Conflict resolution and decision making
- self motivated
Timeline
Senior Airport Services Agent
Emirates
12.2015 - Current
Airport Services Agent
Emirates
12.2015 - Current
Passenger Services Officer
Maldives Airports Company LTD
02.2014 - 09.2015
Associate Executive Customer Services
GMR International Airports
01.2012 - 09.2014
Customer Services Assistant
Island Aviation Services
04.2009 - 09.2012
Bachelor of Arts - Bachelor Of Arts In Business And Aviation
Villa College of Maldives
High School Diploma -
Hospitality And Tourism Studies
High School Diploma -
International Airline Ticketing Academy
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