Moataz Abdulhady

Travel Operations and Air Ticketing professional with 10+ years of customer service experience including 4+ years in a US/Canada-based travel agency.

Experience includes airline ticket sales / booking, fare checks, itinerary changes, seat / baggage request fulfillment, Amadeus GDS, escalations, refunds, queue-based operations, quality assurance, and team training. Strong background handling customer inquiries across voice, webchat, and operational channels, with a proven ability to learn complex travel processes quickly and work accurately in fast-paced environments.

Senior Seat Fulfillment Agent at Flairstech (2024-04 – 2025-12)

• Supported Baggage and Nearby Seat Refund queues, including newly established queues assigned to a small group of trusted agents.
• Processed refunds for ancillary services the automated provider failed to fulfill.
• Trained teammates on Amadeus / Farelogix GDS processes and operational procedures.
• Provided operational support during manager leave, including queue monitoring and overtime coordination.
• Conducted QA audits for departmental tasks to support process accuracy and service quality.
• Selected for the Investigations queue previously handled only by department managers and never before entrusted to agents.

Seat Fulfillment Agent at Flairstech (2023-01 – 2024-03)

• Transferred from Sales to Seat Fulfillment in Jan 2023.
• Completed Amadeus training in April and began using it independently by the third day.
• Joined the Escalations Team the following day to handle cases requiring additional GDS steps.

Sales Travel Advisor at Flairstech (2021-01 – 2023-12)

Account: Flighthub - US / Canada based travel agency.

• Handled airline ticket sales for the US/Canada market.
• Managed customer inquiries, fare checks, itinerary changes, and booking support.

Customer service advisor (Webchat) at Vodafone (2020-01 – 2021-12)

Account: Talkmobile (IBEX) - UK based telecom.

• Shifted to Webchat operations in pursuit of diversifying experiences and growth.

Upgrades / retention advisor (Voice) at Vodafone (2019-01 – 2020-12)

Account: Talkmobile (IBEX) - UK based telecom.

• Retained customers through upgrades and contract renewal solutions.

Customer service advisor (Voice) at Vodafone (2017-01 – 2019-12)

Account: Talkmobile (IBEX) - UK based telecom.

• Delivered frontline voice support for UK customers, resolving billing, technical, and service inquiries.

Call center agent (Inbound) at Teleperformance (2017-03 – 2017-07)

Account: Du (Consumer Mobile) - UAE based telecom.

Call center agent (Inbound) at Teleperformance (2016-01 – 2017-03)

Account: Freedom mobile - Canada based telecom.

Call center agent (CCO Inbound) at Tanfeeth (2015-01 – 2016-12)

Account: Emirates NBD – UAE based bank.

Bachelor's in Management Information Systems – Pharaohs Academy (2008-01)