TEST WORKING

Ahmed Mahmoud — Operations & Quality Professional
Operations & Quality Management

Driving Quality
Through Operational
Excellence

Senior professional with 10+ years building high-performance operations systems — from Lean Six Sigma process design to service quality frameworks. Trilingual. CAPM certified. ITIL v4. Based in Abu Dhabi.

Lean Six Sigma Black Belt CAPM · PMI ITIL v4 IATA Certified ×3 Arabic · French · English Abu Dhabi, UAE
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Ahmed Mahmoud
10+
Years Experience
LSS
Black Belt Trained
3
Fluent Languages
9+
Certifications
Transitioning into back-office operations — where process, quality & systems meet.

With a solid foundation in ITIL service management, Lean Six Sigma methodology, and CAPM project coordination, I bring a structured, analytical approach to operations and quality roles.

My decade in high-pressure, multi-stakeholder environments has sharpened my ability to design and improve processes, manage performance data, and deliver consistent results at scale.

Core Expertise

Where I Deliver Results

Process Design & Improvement
Applying Lean Six Sigma methodology to map, analyse, and optimise workflows. Identifying waste, removing bottlenecks, and building SOPs that stick. Trained in live project environments at Miral Abu Dhabi.
Lean Six Sigma BBSOP DevelopmentRoot Cause AnalysisDMAIC
Service Quality & ITIL Management
ITIL v4 Foundation certified with hands-on understanding of service lifecycle, incident management, and continuous improvement frameworks. Capable of translating service standards into measurable KPIs and operational dashboards.
ITIL v4 FoundationKPI DesignService DeliveryQA Frameworks
Project & Operations Coordination
CAPM-certified in project management fundamentals. Experienced coordinating multi-team operations across time-pressured environments — resource scheduling, supplier management, documentation, and stakeholder communications.
CAPM · PMIStakeholder MgmtResource SchedulingDocumentation
Data Analysis & Performance Reporting
Analysed agent performance data across multiple locations as part of a Lean project at Miral. Comfortable with data-driven decision-making, building performance reports, and translating numbers into actionable insights for management.
Performance AnalysisReportingSales DataConversion Metrics
Multi-channel Operations Management
10+ years managing concurrent operational streams — bookings, logistics, supplier coordination, client escalations — across CRM systems including Freshdesk, Juniper, BOS, and Otolo Homes. Skilled at maintaining accuracy under pressure.
Freshdesk CRMJuniperBOS SystemSupplier Relations
Multilingual Stakeholder Communication
Fluent in Arabic, French, and English — enabling seamless communication with diverse teams, international clients, and senior management. A key asset in UAE-based multinational operations environments.
Arabic (Native)French (Fluent)English (Fluent)Cross-cultural
Ahmed Mahmoud
10+
Years in Operations
About Ahmed

Built for Back-Office
Operations

I'm a senior operations professional actively transitioning into back-office, quality, and process management roles — bringing a decade of real-world experience and a powerful stack of operational certifications.

My career has been built on making complex operations run smoothly — from coordinating large-scale logistics and managing supplier networks, to analysing performance data and designing process improvements using Lean Six Sigma. I thrive in structured, analytical environments where attention to detail and process discipline directly impact outcomes.

Based in Abu Dhabi and trilingual (Arabic, French, English), I'm ready for operations coordinator, quality assurance, service delivery, or process improvement roles across the UAE and GCC.

Languages
ArabicNative
FrenchFluent
EnglishFluent
RussianBasic
Lean Six Sigma BB
Miral Abu Dhabi · 2025
CAPM · PMI
Project Management · 2024
ITIL v4 Foundation
Service Management · 2024
CompTIA ITF+
IT Fundamentals · 2024
IATA Diplomas ×3
Tourism Operations · 2021–25
Marketing Mgmt
Amer. Marketing Assoc. · 2025
Education
Bachelor of Law  ·  Cairo University
Egypt · 2006–2010  —  Analytical thinking & structured reasoning
Featured Projects

Operations Work That Matters

01
Lean Six Sigma · Process Improvement · Miral 2025
Travel Desk Sales Conversion Optimisation
Applied full DMAIC (Define–Measure–Analyse–Improve–Control) methodology to a live travel desk operation at Miral. Collected and analysed agent performance data across multiple locations, identified root causes of low conversion rates, and delivered a structured improvement roadmap with measurable KPIs. First real-world application of Black Belt training in a high-volume commercial environment.
DMAICData AnalysisKPI DesignRoot Cause AnalysisPerformance Metrics
→
02
Operations Coordination · WebBeds 2022
Booking Discrepancy & Reconciliation Management
Managed a high volume of booking discrepancies, client refund requests, and hotel relocation cases at WebBeds. Coordinated cross-functionally with hotels, suppliers, and finance using Juniper and Freshdesk CRM. Built personal tracking systems to monitor case resolution timelines, improve accuracy, and reduce open case backlogs — demonstrating core back-office operational discipline.
CRM ManagementFreshdeskJuniperFinancial ReconciliationSupplier Coordination
→
03
Logistics & Fleet Operations · Alnatalie 2020–2021
Large-Scale Transport & Fleet Optimisation
Supervised transportation logistics and fleet management for large-scale tourism events at Alnatalie Red Sea Tours. Redesigned scheduling processes to reduce operational delays, improve vehicle utilisation, and streamline supplier communications across concurrent tour programmes. Hands-on experience with operational planning at scale.
Fleet ManagementLogistics PlanningSchedulingSOP DesignSupplier Mgmt
→
04
Leadership Development · Miral 2025
First Time Leading Others — Miral Leadership Programme
Completed Miral's structured leadership development programme for emerging team leaders. Gained frameworks for team motivation, performance conversations, delegation, and accountability — directly applicable to operations team lead and supervisor roles in back-office environments.
Team LeadershipPerformance ManagementDelegationAccountability
→
10+
Years in Operations
6+
Systems & CRMs Used
3
Fluent Languages
9+
Professional Certifications
Career Timeline

10 Years of Progressive Experience

From operations coordination to process improvement — a career built on discipline and delivery.

Every role has deepened my operational instincts. Roles marked Ops Focus highlight where back-office and quality skills were applied most directly.

Process Design & Improvement
Quality Assurance Frameworks
Operations Coordination
CRM & Systems Management
Data Analysis & Reporting
Supplier & Vendor Management
Fleet & Logistics Planning
Stakeholder Communication
Dec 2024 – Present
Licensed Tour Guide (FR & EN) + LSS Project Lead
Masarra DMC – Miral  ·  Abu Dhabi, UAE
While guiding, simultaneously led a Lean Six Sigma Black Belt live project — analysing travel desk sales performance data, mapping process gaps, and designing improvement solutions. Also completed Miral's leadership development programme.
Ops Focus: LSS Project · Leadership Training · Data Analysis
Sep 2022 – Nov 2024
Tour Guide + Logistics Coordinator
Oceanair Travels  ·  Dubai, UAE
Managed end-to-end group logistics — ticketing, transport coordination, real-time disruption resolution across simultaneous bookings. Operated in a high-volume, fast-paced scheduling environment requiring precise operational oversight.
Ops Focus: Logistics Coordination · Scheduling · Disruption Management
Jun 2022 – Sep 2022
Operations Executive
WebBeds  ·  Cairo, Egypt
Core back-office operations role. Managed booking discrepancies, client refunds, hotel relocations. Coordinated with suppliers, maintained records in Juniper and Freshdesk CRM. Financial reconciliation and inventory oversight with high data accuracy requirements.
Ops Focus: CRM Management · Reconciliation · Supplier Coordination
Jul 2021 – Apr 2022
Tour Leader & On-Ground Operations
TUI CIS  ·  Sharm El Sheikh, Egypt
Led daily tour operations for multi-nationality groups. Maintained TUI's strict service and safety standards across all programmes. On-ground operational decision-making under TUI's operational quality framework.
Ops Focus: Quality Standards · Safety Compliance · Operational Protocols
Jan 2020 – Jun 2021
Operations Coordinator
Alnatalie Red Sea Tours  ·  Cairo, Egypt
Supervised transportation logistics and fleet management for large-scale tourism events. Reduced operational delays through improved scheduling systems. Managed supplier communications and ensured operational readiness across concurrent programmes.
Ops Focus: Fleet Ops · Scheduling · Supplier Management · SOP Design
Jan 2013 – Jan 2020
Tourism & Travel Consultant
Elmadina Tours  ·  Cairo, Egypt
7-year foundation role in travel operations — managing complete client lifecycles, supplier relationships, visa documentation, and full-cycle package design. Built strong operational habits around accuracy, documentation, and client management.
Foundation: Operations · Documentation · Client Management
Open to Opportunities

Let's Build Something Excellent Together

I'm actively seeking back-office operations, quality assurance, process improvement, or service delivery roles in Abu Dhabi and the UAE. If you're looking for someone who combines operational discipline with analytical rigour — let's talk.

Phone
+971 522 035 476
Location
Abu Dhabi, UAE — Open to GCC
LinkedIn
linkedin.com/in/ahmedmohamedahmedm
Target Roles
Operations Coordinator Quality Assurance Analyst Process Improvement Specialist Service Delivery Manager Operations Analyst