SHIFA MURSHIDA MISKIN
Nugegoda
Summary
Dedicated airline professional with six years of experience in customer service, flight operations, and crisis management. Skilled in handling high-pressure airport operations, security document verification, and regulatory compliance for high-risk destinations. Strong background in training staff, resolving operational disruptions, and ensuring smooth passenger experiences. Multilingual communicator, fluent in Malay, English, Sinhala, Hindi, and Tamil, adept at engaging with diverse travelers. Seeking a role in Flight Operations, Ground Services, or Customer Service to contribute expertise, and enhance airline efficiency and customer satisfaction.
Overview
9
9
years of professional experience
Work History
Human Resources Assistant & Front Office Coordinator
Cotton Collection Privet Limited
Doha
06.2018 - 07.2024
- Served as a key member of the Qatar Airways ground crew at Hamad International Airport, Doha, Qatar, delivering exceptional customer service across multiple operational touchpoints, including check-in counters, boarding gates, and hub transit operations.
- Oversaw departure flight operations at the Doha station, ensuring smooth, efficient, and on-time departures, with all passengers and baggage on board. Collaborated closely with handling teams to maintain strict adherence to Qatar Airways' safety and operational protocols. Upheld exceptional service quality standards by strategically planning, organizing, and overseeing all aspects of daily flight operations.
- Served as an integral member of the British Airways team at the Doha station, receiving specialized training in security document verification, and utilizing airline-specific systems and protocols to ensure seamless and efficient flight operations from Doha to the United Kingdom.
- Specialized in security document verification and protocols for passengers traveling to Australia and New Zealand, ensuring strict compliance with high-risk security measures, and regulatory requirements. Additionally, I was trained to coordinate with the border control authorities of Australia and New Zealand to facilitate seamless security verifications.
- Specialized in handling passengers traveling to the United States, ensuring strict compliance with high-risk security protocols and regulatory requirements.
- Effectively managed operational disruptions, including misconnections, denied boarding, gate no-shows, and service recovery, ensuring a seamless passenger experience.
- Mentored and trained new Customer Service Agents, ensuring compliance with established procedures and alignment with Qatar Airways’ service standards.
- Improved the customer experience by efficiently resolving daily inquiries, offering personalized solutions, and providing expert support to strengthen brand loyalty.
- Consistently met and exceeded performance targets, contributing to the airline’s long-term growth and market leadership.
Human Resources Executive
Viluxur Tourism | Viluxur Holidays | OV Holidays | Taya Finch Luxury Alliance (Group of Viluxur)
Colombo
10.2016 - 11.2017
- Delivered end-to-end HR, administrative, and operational support across the Viluxur Group, ensuring efficiency and compliance.
- Coordinated HR and administrative functions across the company’s network to streamline operations and enhance workforce management.
- Led recruitment, onboarding, placement, leave administration, attendance tracking, and grievance resolution processes.
- Managed visa processing for expatriate staff, and oversaw all aspects of their accommodation, ensuring smooth relocation and housing arrangements.
- Supervised administrative operations at the local office, including contract management and compliance.
- Supported payroll processing and HR-related financial functions, ensuring accuracy and efficiency.
Human Resources Executive
SBT Lanka (Pvt) Limited
Colombo
10.2015 - 09.2016
- Provided comprehensive HR, administrative, and operational support to the entire team.
- Coordinated effectively between overseas stations and executive management to ensure seamless operations.
- Assisted the General Manager and outstation Country Managers in managing the company’s international sector.
- Led the recruitment, selection, onboarding, induction, and placement processes.
- Conducted performance appraisals on a monthly and annual basis.
- Managed leave administration and daily attendance tracking, ensuring compliance with company policies.
- Handled grievance resolution and employee concerns, fostering a positive work environment and high job satisfaction.
- Oversaw employee termination procedures, including conducting exit interviews.
- Assisted in payroll processing, staff compensation, and other HR-related financial aspects.
- Managed office administration and maintenance, ensuring a well-maintained and professional work environment.
Human Resources Assistant & Front Office Coordinator
Cotton Collection (Pvt) Limited
Colombo
03.2015 - 06.2015
- Provided HR and administrative support to the HR department and executive management.
- Assisted in the end-to-end recruitment process, including selection, onboarding, induction, and placement.
- Maintained accurate personnel records and ensured proper documentation compliance.
- Supported grievance handling and addressed employee concerns to foster a positive and productive work environment.
- Oversaw front office administration, ensuring seamless daily operations and professional customer service.
- Managed customer interactions, supplier coordination, and client relations to enhance business efficiency.
- Supervised transportation services, ensuring smooth and timely logistics management.
- Handled front office reception, efficiently managing calls and directing inquiries to the appropriate departments.
- Maintained inventory control and other essential front office operations.
- Coordinated office maintenance efforts to uphold a clean, organized, and professional work environment.
Education
Graduate - Human Resources Management
Chartered Instute of Personnel Management (CIPM)
Colombo, Sri Lanka01-2017
Certificate Level - Human Resources Management
Chartered Instute of Personnel Management (CIPM)
Colombo, Sri Lanka01-2014
Foundation Level - Human Resources Management
Chartered Instute of Personnel Management (CIPM)
Colombo, Sri Lanka01-2014
Certificate - Business English
University of Colombo
Colombo, Sri Lanka01-2012
High school diploma - General Certificate of Education (Advanced Level)
Holy Family Convent
Colombo, Sri Lanka01-2011
High School Diploma - General Certificate of Education (Ordinary Level)
Christ King College
Colombo, Sri Lanka01-2008
Certificate - Computer Literacy
Technical Engineering College
Colombo, Sri Lanka01-2002
Skills
- Exceptional customer service & Passenger Assistance
- Language proficiency
- Multilingual communication
- Team Management
- Disruption handling & Problem resolution
- Critical thinking & Multitasking
- Flight operations
- First Aid & Crisis Management
- Airline Safety and Regulatory Compliance
- Security Document Verification
Languages
- English
- Sinhala
- Malay
- Hindi
- Tamil
Extracurricular Activities
- Member of the Senior Girls’ Choir and School Western Band.
- Active participant in inter-house competitions in sports, English literacy, singing, arts, and drama at Zonal, Provincial, and All-Island levels.
- Member of the School Netball Team, Media Unit, Debating Team, and Commerce Society.
References
Shafraz Fazley
Managing Director, Viluxur Holidays
shaffy@viluxurholidays.com
+94 77 771 0869
Hamed Mohd Shekari
Customer Services Terminal Manager,
Hub Customer Services,
Qatar Airways
+974 5546 8531
Timeline
Human Resources Assistant & Front Office Coordinator
Cotton Collection Privet Limited
06.2018 - 07.2024
Human Resources Executive
Viluxur Tourism | Viluxur Holidays | OV Holidays | Taya Finch Luxury Alliance (Group of Viluxur)
10.2016 - 11.2017
Human Resources Executive
SBT Lanka (Pvt) Limited
10.2015 - 09.2016
Human Resources Assistant & Front Office Coordinator
Cotton Collection (Pvt) Limited
03.2015 - 06.2015
Graduate - Human Resources Management
Chartered Instute of Personnel Management (CIPM)
Certificate Level - Human Resources Management
Chartered Instute of Personnel Management (CIPM)
Foundation Level - Human Resources Management
Chartered Instute of Personnel Management (CIPM)
Certificate - Business English
University of Colombo
High school diploma - General Certificate of Education (Advanced Level)
Holy Family Convent
High School Diploma - General Certificate of Education (Ordinary Level)
Christ King College
Certificate - Computer Literacy
Technical Engineering College
Similar Profiles
SANJESH VERMASANJESH VERMA
Sales Associate at Samsung India Electronics Privet LimitedSales Associate at Samsung India Electronics Privet Limited
Suman BoseSuman Bose
Facility and Maintenance Head at ASG Leather Privet LimitedFacility and Maintenance Head at ASG Leather Privet Limited
Imthiyas DastakeerImthiyas Dastakeer
Manager Supply Chain & Logistics at Expo Commodities Global Privet LimitedManager Supply Chain & Logistics at Expo Commodities Global Privet Limited