Meet the Team - Women in Aviation - Lena Shalay - Customer Service Agent Supervisor

Name: Lena Shalay

Job Title: Customer Service Agent Supervisor

Years at CMA: 2

What first sparked your interest in aviation, and how did that initial curiosity turn into a career?

I have always loved travelling and learning about different cultures. My hometown in Ukraine is only about two hours away from Poland, so throughout my childhood, we travelled a lot across Europe and visited many different countries.

Airports always fascinated me. There are so many emotions and stories in one place — people travelling to warm destinations, others going away for a weekend in beautiful cities, and many reuniting with family members. Airports are full of inspiration, movement, and life.

As a frequent traveler, I developed a strong understanding of airports and the aviation environment. I also had the opportunity to work with Turkish Airlines earlier in my career, which further strengthened my interest in the industry.

With my experience of travelling and living in different countries, I have developed strong multicultural awareness. I am able to understand many cultural differences and even recognize aspects of different languages, even if I do not speak them fluently. This helps me respect diversity and support people in different situations, which improves communication and understanding with both passengers and team members.

I believe this skill is especially valuable when working in aviation, where people from all over the world meet and travel together.

When I first moved to Prince George, I never expected to live here long-term. But on my very first day in the city, I noticed the airport and immediately thought: I should work there. That thought turned into a goal, and today I’m proud to be part of the aviation community here.

What is your current role at the airline, and what does a typical day look like for you?

I currently work as a Base Supervisor overseeing four bases: Prince George, Terrace, Kelowna, and Smithers.

In this role, every day looks different. My work involves a lot of communication and coordination with many people across different roles and departments. I regularly work with CSA teams, airport partners, management teams, and supervisors across the company to support daily operations.

A big part of my role is supporting our teams, helping resolve operational challenges, and ensuring that everything runs smoothly for both our employees and our passengers.

What I enjoy most about this position is the opportunity to collaborate with people from all areas of the company — from CSA colleagues to supervisors and management — as well as with our airport partners and other teams across the aviation community. Working with people from different departments across the organization and beyond gives me a deeper understanding of how aviation operations come together to make each flight possible.

What has been the most rewarding moment of your aviation career so far?

One of the most rewarding things for me is simply waking up every day and genuinely looking forward to going to work. Loving what you do is something very special, and I truly feel grateful for that.

Another incredibly meaningful part of my journey is seeing my son be proud that I work in aviation. He often talks about airplanes and even dreams of becoming a pilot one day. Knowing that my work inspires him makes my career even more meaningful.

I also feel very fortunate to work alongside such supportive teams — from CSA colleagues to supervisors and management, as well as people from many different departments across the company. Aviation is truly a team effort, and working at Central Mountain Air means being connected with talented people across many areas of the organization and our partners, who all contribute to making each flight possible.

Seeing our teams work together during busy operational days and knowing we helped passengers reach their destinations safely is always very rewarding.

Was there a defining moment when you knew aviation was where you belonged?

I have always loved airplanes and the feeling of freedom that aviation represents. Being part of this industry allows you to experience that sense of freedom while helping others travel, explore, and connect with the world and the people they love.

I have always loved airplanes, and even today, being around them every day still makes me feel excited, almost like a kid. There is something special about being surrounded by an environment where so many people’s journeys and dreams begin every single day.

Although I cannot point to one single moment, I have always felt naturally drawn to aviation. Working for a Canadian airline as someone who moved here from another country has also helped me understand Canadian culture, lifestyle, and the values of the community I now call home.

Aviation constantly reminds me that even the sky is not the limit — because in this industry, we literally fly above the clouds every day.

What unique strengths do you think women bring to aviation and regional airline operations?

Women bring a lot of inspiration and perspective to the aviation industry. Seeing women working in aviation shows others — especially young people — that many different opportunities are possible.

Throughout my time at CMA, I have received many positive comments from people from different countries who are excited to see women working in aviation roles. It helps inspire others and encourages the next generation to pursue careers they might not have imagined before.

Women also bring strong communication skills, teamwork, adaptability, and a supportive approach to leadership. Our communication style and leadership approach often bring an additional level of understanding and connection within teams, which is especially valuable in aviation environments.

These qualities are especially important in regional airline operations, where collaboration and problem-solving are key to keeping everything running smoothly.

What challenges have you faced in your career, and how did you navigate them?

Aviation can sometimes be unpredictable, and every day brings new situations that require flexibility and quick problem-solving.

As a supervisor, one of my main focuses is supporting the team and ensuring we maintain a positive and respectful atmosphere. Team dynamics are very important in aviation, and creating a supportive environment helps everyone perform at their best.

Personally, I often see situations that others might call challenges as opportunities to improve something. I enjoy finding solutions and helping make things better for both passengers and team members.

It does not mean everything is always easy, but this way of thinking helps create better outcomes — whether it is helping a passenger have a better experience or maintaining a positive and supportive team environment.

Who has mentored or influenced you along the way?

I have been very fortunate to work with supportive leaders and colleagues who helped me grow in my role.

Dixie, along with the supervisory team — Barrie, Luis, and Marsha — have been incredibly supportive and influential in my development. They have helped guide me and made my path within the company both positive and encouraging.

Their leadership and guidance helped me grow both professionally and personally.

I also learned a great deal from the CSA teams I work with every day. Their experience, teamwork, and dedication to our passengers have played a big role in shaping my journey in aviation.

What advice would you give to young women considering a career in aviation — especially in a regional airline environment?

My biggest advice would be simple: if you love aviation, follow that passion.

Working in aviation means being part of a unique environment full of energy, teamwork, and opportunities to grow.

When you truly enjoy the atmosphere and the industry, it becomes an incredibly rewarding career.

Regional airlines also offer a great environment to learn many aspects of aviation, gain hands-on experience, and build strong professional relationships. They also give you a deeper understanding of operational processes, because in large global companies, many things can remain behind the scenes.

In regional airlines, while some processes are still behind the scenes, there is much more connection between teams. Even when working across multiple bases, we communicate regularly and know each other well, which creates a strong sense of teamwork. That’s one of the best parts of working in this environment.

Don’t be afraid to start in an entry-level role — aviation offers many paths for growth.

I believe aviation is a great place for women to build careers, develop leadership skills, and grow both personally and professionally.

How do you maintain balance between a demanding aviation career and your personal life?

Finding balance can sometimes be challenging because aviation is such a dynamic industry. Even on days off there can still be communication or operational updates happening behind the scenes.

However, working in aviation also gives me a lot of inspiration and energy in my daily life. Being part of this environment motivates me and reminds me why I enjoy what I do.

My role also sometimes includes travel, which is something I truly appreciate. Being able to see new places while working makes the experience even more rewarding.

If you could go back and give your younger self one piece of career advice, what would it be?

I would tell my younger self to always follow my heart and choose work that truly inspires me.
When you love what you do, work stops feeling like an obligation and becomes something that brings purpose and fulfillment to your life.