Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Personal Information
Interests
Quote
Work Preference
Affiliations
Work Availability
Timeline
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Ahmed Mahdy Salama Mahmoud

Ahmed Mahdy Salama Mahmoud

Banha City,El Qalyubia

Summary

Travel Operations Lead and quality Assurance and Customer Service specialist with over 10 years of experience in the aviation and travel sectors. Skilled in airline reservations, customer handling, team coaching, and performance analysis. Expert in GDS systems including Amadeus and Galileo. Demonstrated history of enhancing customer satisfaction and service quality.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Travel Operations Lead

FlyAkeed
Riyadh
01.2025 - Current
  • Managing travel bookings and confirmations for PIF (Public Investment Fund) employees.
  • Handling reservations, modifications, and cancellations for NEOM clients.
  • Leading travel operations team to ensure service excellence.
  • Managing corporate and individual travel reservations.
  • Improving workflow efficiency and handling escalated client issues.
  • Coordinating with airlines and partners for seamless operations.
  • Analyzing operational KPIs and reporting to senior management.

Senior Quality Assurance Specialist

Almosafer
Cairo
01.2022 - 01.2025
  • Company Overview: (Almosafer & Tajawal)
  • Responsible for monitoring and coaching the Online Flight Customer Support team to ensure adherence to quality standards and service excellence.
  • Conduct regular call and chat evaluations, providing feedback and development plans for agents.
  • Design and deliver onboarding and refresher training programs for flight support Agents.
  • Identify service gaps and collaborate with leadership on corrective actions and performance improvement strategies.
  • Track and report on KPIs, QA scores, and customer satisfaction metrics to drive continuous improvement.
  • Partner with cross-functional teams to ensure a seamless customer journey and optimize operational workflows.
  • Contribute to the overall quality framework and customer service strategy across both Almosafer and Tajawal brands.
  • (Almosafer & Tajawal)

Quality Assurance Specialist

Seera Group
Cairo
01.2019 - 01.2022
  • Company Overview: (Almosafer & Tajawal)
  • Monitored and coached support agents to ensure high service standards.
  • Led onboarding training for flight support team members.
  • Reported service deficiencies and recommended improvements.
  • Collaborated with management on service KPIs and QA audits.
  • Supported customer satisfaction initiatives through process optimization.
  • (Almosafer & Tajawal)

Customer Service Representative (Online Flight Support)

Seera Group
Cairo
01.2017 - 01.2018
  • Company Overview: (Almosafer)
  • Handled ticketing, modifications, and complaints via email.
  • Provided technical and service support to team members.
  • Communicated with airlines regarding disruptions and passenger notices.
  • Guided customers through the online booking process.
  • (Almosafer)

Flight Reservation Officer

Star Shine Tours
Giza
01.2015 - 01.2016
  • Managed flight ticket bookings and pricing inquiries.
  • Developed strong relations with travel partners and airline reps.
  • Proactively resolved client concerns and booking issues.

Flight & Hotel Reservation Agent

Abydos Travel Agency
Cairo
01.2014 - 01.2015
  • Responded to calls and closed reservations efficiently.
  • Suggested alternative travel options to enhance experience.
  • Maintained high knowledge of destinations and accommodation offerings.

Room Service Attendant

Fairmont Nile City Hotel
Cairo
01.2012 - 01.2014
  • Delivered room service and managed guest requests.
  • Supported event setup and banquet operations.
  • Enhanced guest satisfaction through timely service delivery.

Education

Bachelor of Tourism and Hotels - undefined

Sadat University
01.2011

Postgraduate Diploma in Education - undefined

Menoufia University
01.2015

Skills

  • Quality Assurance & Coaching
  • Amadeus & Galileo Ticketing Systems
  • Customer Relationship Management (CRM)
  • Conflict Resolution & Complaint Handling
  • Leadership & Team Training
  • Data Reporting & KPIs
  • Travel Product Knowledge
  • Strategic Thinking & Innovation

Certification

  • Amadeus Advanced System Course
  • Galileo Ticketing Course
  • Leadership Training (American Institute of Hotel Studies)
  • Six Sigma Yellow Belt Certification

Languages

Arabic
English
Hebrew

Personal Information

Title: Travel Operations Lead

Interests

Travel

Football

Quote

The way to get started is to quit talking and begin doing.
Walt Disney

Work Preference

Work Type

Full Time

Work Location

On-SiteRemote

Important To Me

Career advancementWork-life balanceFlexible work hoursCompany CulturePersonal development programsWork from home option401k match4-day work weekStock Options / Equity / Profit SharingTeam Building / Company RetreatsPaid time offPaid sick leaveHealthcare benefits

Affiliations

  • No

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Travel Operations Lead

FlyAkeed
01.2025 - Current

Senior Quality Assurance Specialist

Almosafer
01.2022 - 01.2025

Quality Assurance Specialist

Seera Group
01.2019 - 01.2022

Customer Service Representative (Online Flight Support)

Seera Group
01.2017 - 01.2018

Flight Reservation Officer

Star Shine Tours
01.2015 - 01.2016

Flight & Hotel Reservation Agent

Abydos Travel Agency
01.2014 - 01.2015

Room Service Attendant

Fairmont Nile City Hotel
01.2012 - 01.2014

Bachelor of Tourism and Hotels - undefined

Sadat University

Postgraduate Diploma in Education - undefined

Menoufia University

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Ahmed Mahdy Salama Mahmoud