Asif Shaikh
Abu Dhabi,United Arab Emirates
Summary
Senior Operations Leader with 21 years of experience overseeing large‑scale service operations and leading high‑performing teams. With more than 15 years in people leadership, I have successfully managed diverse remote and onsite teams, including managers, officers, and consultants. My expertise spans guest relations, customer care, vendor management, service recovery, and continuous improvement. Recognized for implementing data‑driven strategies, enhancing customer experience, and optimizing operational efficiency, I consistently deliver measurable results. Highly organized, proactive, and committed to excellence, I excel at influencing stakeholders, strengthening processes, and guiding teams to achieve strategic and operational objectives.
Overview
23
23
years of professional experience
2005
2005
years of post-secondary education
1
1
Certification
Work history
Manager Sales Operation - APAC & Australia
Etihad Airways
Abu Dhabi, United Arab Emirates
2025.04 - 2026.01
- Oversaw global sales support team, addressing B2B inquiries and resolving issues efficiently.
- Established effective communication with trade and corporate partners to manage inquiries.
- Collaborated with sales leaders to design and document streamlined sales processes.
- Assisted with all B2B customer inquiries, ensuring rapid resolutions as primary contact for escalations.
- Functioned as single point of contact for sales organization regarding B2B policies and communications.
- Worked alongside Account Managers to ensure timely account handling and accurate CRM data maintenance.
- Gathered and shared market intelligence with sales teams to identify revenue growth opportunities.
- Prepared updates on travel agency fares and product information for effective stakeholder communication.
Regional Manager - India & APAC
American Express Global Business Travel
Mumbai, India
2023.12 - 2025.04
- Executed strategic initiatives across APAC, driving revenue growth for Travel for Meetings.
- Conducted market and competitor analysis to identify new business opportunities.
- Oversaw full P&L ownership, ensuring profitability and cost efficiency in APAC Meetings portfolio.
- Strengthened stakeholder relationships, enhancing customer satisfaction and service delivery.
- Elevated team performance through structured coaching and feedback.
- Monitored key performance metrics to implement corrective actions and optimise operations.
- Collaborated with sales team to expand client base and diversify revenue streams.
- Developed standard operating procedures for consistent meeting execution.
Operations Manager - Western India
American Express Global Business Travel
Mumbai, India
2015.03 - 2023.12
- Fostered strong connections with key clients to assess travel needs.
- Collaborated with clients to develop and implement tailored travel programmes.
- Partnered with internal teams on travel billing and BTA reconsolidation for seamless experiences.
- Led team of travel consultants, ensuring efficient workflows and compliance with policies.
- Managed operations effectively, leading cross-functional teams and enhancing processes.
- Assessed travel team performance, providing guidance as necessary.
- Negotiated relationships with airlines, hotels, and car rental services to secure exclusive deals.
- Prepared and oversaw travel budget, analyzing expenses for cost-saving opportunities.
Global Contact Centre Team Leader
Emirates Airlines
Mumbai, India
2006.05 - 2014.10
- Led team of fourteen agents, resolving inquiries from over two hundred consultants.
- Coached and motivated team members in sales and operational excellence.
- Conducted call calibrations and delivered feedback to improve service quality.
- Oversaw escalated customer service issues to maintain satisfaction.
- Held regular briefings to communicate updates on products and policies.
- Investigated customer complaints and coordinated corrective actions with management.
- Managed immediate operational challenges to preserve service quality.
- Identified and implemented procedures to enhance service standards within Emirates Group.
Reservation & Sales Officer
Alaska Airlines
Mumbai, India
2006.03 - 2006.05
Senior Customer Sales and Service Agent
World Network Service, British Airways
Mumbai, India
2004.09 - 2006.02
Travel Desk Executive
Marrotts Travel Express PVT LTD
Mumbai, India
2003.06 - 2004.08
Education
Bachelor of Arts - History
Wilson College
Mumbai, IndiaSkills
- Travel operations management
- Client relationship management
- Project oversight
- Profit and loss management
- Performance evaluation
- Strategic planning
- Process improvement
- Sales management
- Recruitment and hiring strategies
- Staff training and development
- Market analysis and research
- Data analytics
Certification
- Lean Six Sigma Yellow and Green Belt, Alison, 2023-05-01
- Basic & Advanced Excel and Dashboards Program, Microsoft Certified - Mumbai, 2021-09-01
- Galileo GDS Fares & Ticketing (Basic & Advanced), Inter Globe, Mumbai, India, 2015-04-01
- International Flight Planning (IFP), Emirates Aviation College, Dubai, U.A.E., 2012-02-01
- ETOPS (ETOP), Emirates Aviation College, Dubai, U.A.E., 2011-11-01
- Lido Flight Planning, Emirates Aviation College, Dubai, U.A.E., 2010-08-01
- Flight Operation and Management Course, I & II (GCAA - Flight Dispatcher License), Jeppesen / Emirates Aviation College, Dubai, U.A.E., 2010-02-01
- IATA - UFTAA Standard Course Diploma, 2001-09-01
Accomplishments
- CEO Award 'Pacesetter 2022', American Express - GBT, 2022-01-01
- Manager of the Year: Rewards & Recognition, American Express - GBT, 2019-01-01
- Manager of the Year: Rewards & Recognition, American Express - GBT, 2018-01-01
Timeline
Manager Sales Operation - APAC & Australia
Etihad Airways
2025.04 - 2026.01
Regional Manager - India & APAC
American Express Global Business Travel
2023.12 - 2025.04
Operations Manager - Western India
American Express Global Business Travel
2015.03 - 2023.12
Global Contact Centre Team Leader
Emirates Airlines
2006.05 - 2014.10
Reservation & Sales Officer
Alaska Airlines
2006.03 - 2006.05
Senior Customer Sales and Service Agent
World Network Service, British Airways
2004.09 - 2006.02
Travel Desk Executive
Marrotts Travel Express PVT LTD
2003.06 - 2004.08
Bachelor of Arts - History
Wilson College