Meet Faza: Leading with Heart and Excellence at STO

When Fathmath Fazath first walked through the doors of the State Trading Organisation (STO) in 1998, she couldn’t have imagined the career that would take shape. What began as a simple sales role gradually unfolded into a journey shaped by quiet determination, steady leadership, and an unwavering commitment to service, nurtured within STO that gave her the space to grow.

Over the span of nearly three decades, Faza has witnessed transformation—not just within the company, but within herself. She’s grown from a young employee eager to learn into the Service Manager at STO’s bustling Service Center, where she now leads a dedicated team and ensures that customers across the Maldives receive the timely, thoughtful support they deserve.

Her journey is not one of overnight success, but rather one of consistent effort, resilience, and determination. In a world where change is constant, Faza stands as a reminder that leadership is not just about rising through the ranks—it’s about lifting others as you climb, and staying grounded in the values that brought you there in the first place.

A Journey from Sales to Service

Faza spent 25 years in sales, refining her leadership style and honing a customer-first mindset. Her time as Sales Manager gave her a strong foundation in guiding teams and building client relationships. She was particularly involved in key areas such as the People’s Choice outlet and the now-discontinued Home Improvement outlet, where her product knowledge and ability to connect with customers played a major role in driving growth.

Her leadership extended beyond managing transactions—she played a pivotal role in mentoring sales staff and enhancing team performance. Colleagues often cite her natural ability to manage people and maintain morale, even under pressure. In more recent years, she also embraced digital platforms, effectively using social media to engage customers and promote STO’s offerings.

“During those years, I really developed a focus on customer satisfaction and problem-solving,” she says. “It made me realise that I wanted to be closer to the service side—where I could make a more direct impact.”

The transition to Service Manager felt like a natural next step. It allowed her to blend her experience with a desire to ensure customers consistently receive the support they need. In her current role, she oversees everything from team coordination to resolving service issues, ensuring the centre runs like clockwork.

Rising to the Challenge

Managing the STO Service Centre is no small task. Faza leads a busy team, making sure each service request is handled promptly and professionally.

“My focus is always on maintaining high service standards,” she explains. “That means monitoring performance, responding quickly to challenges, and making sure the team is aligned.”

One of the most persistent challenges she faced was meeting high demand with the resources available at the time. “It’s not always easy,” she admits. “But setting clear priorities and being transparent with customers about what to expect goes a long way.”

Training, preparation, and having strong systems in place are key to her team’s ability to handle both the everyday and the unexpected.

The Changing Face of Customer Service

Over the years, Faza has seen the role of Service Manager change significantly. What used to be about ticking off tasks has now become a more strategic, future-facing position.

“There’s a bigger focus now on building long-term relationships and using technology to improve how we deliver services,” she says.

From digital tracking systems to streamlined workflows, she’s embraced the tools that make service more efficient and customer-friendly. It’s all part of adapting to a fast-moving industry—and ensuring STO stays one step ahead.

Leading Through a Crisis

Of all the moments in her career, the pandemic stands out. “The COVID-19 project was one of the most intense experiences I’ve had,” Faza recalls. “We were working full-time to supply materials to COVID facilities, all while keeping our usual services running.”

Despite the pressure, her team pulled through. Their commitment and resilience helped keep critical services going at a time when reliability mattered most.

Rising to the Occasion During Ramadan

Ramadan presents its own set of challenges for the Service Center each year—with increased demand and shorter working hours. But Fazath and her team take it in stride.

“We always see a spike in customer needs during Ramadan,” she says. “But even with reduced hours, we make sure our services continue without disruption.”

This year, she credits her team for going above and beyond—balancing work with their personal and spiritual commitments.

A Legacy of Care and Commitment

After nearly 27 years at STO, Faza’s motivation remains the same: improving the customer experience, one interaction at a time.

“What drives me is the opportunity to keep getting better—both in how we work and how we serve,” she says. “Every day is different, and I love leading a team that rises to the challenge.”

As the demands of the industry continue to shift, Fazath stays focused on maintaining excellence and adapting to new expectations. Her journey may have started in sales, but her legacy is one of leadership, care, and a deep commitment to service.

In a field where consistency matters, Fazath ensures that STO’s Service Center continues to stand out—for its reliability, its responsiveness, and the people behind the scenes who make it all happen.