NABIL MAHAMED
Summary
Aviation operations professional with over five years of experience. Flexible and proactive to deliver on team goals. I'm a safety-focused leader who is a proactive decision-maker, who uses range of communication methods to ensure excellent customer operational performance. With expertise in disruption management and real-time decision-making, driving commercial and customer success. Skilled in change and transformation initiatives, with practical knowledge in ticketing and reservations, enhancing efficiency and operational resilience through digital tools.
Overview
7
7
years of professional experience
Work history
Flight Crew Executive – Integrated Operations Control
British Airways
08.2024 - 01.2026
- Manage real-time crew resource decisions within the airline and global operation, balancing regulatory compliance, cost, and customer impact.
- Make time‑critical decisions relating to crew availability, sickness, and last‑minute operational changes, balancing cost, schedule integrity, and customer outcomes.
- Collaborate with Aircraft Control, Commercial and Customer teams to support network recovery during disruption.
- Provide operational recommendations to support on-the-day decision-making.
- Subject matter expert for Change & Transformation initiatives including Crew Finder and One Ops Global Operations handover tool.
- Deliver clear, concise, and timely communication to operational stakeholders, particularly during periods of disruption.
Customer Experience Lead
British Airways
06.2022 - 08.2024
- Led teams of 50+ colleagues in a fast-paced airline operations environment.
- Worked extensively within Flight Connections and the One World Global Support Center.
- Gained hands-on ticketing and reservations experience using NATIVE, supporting rebooking, rerouting and customer recovery during disruption.
- Acted as escalation point for complex customer cases, balancing service recovery with commercial impact.
- Delivered real-time operational communications and monitored live operational dashboards.
Customer Experience Representative
British Airways
01.2019 - 01.2022
- Delivered high-quality customer service across gates, boarding and self-service areas.
- Supported Team GB & Paralympics movements for Tokyo 2020.
- Demonstrated flexibility and proactive problem-solving during disruption.
Education
BA - International Relations & Development
University of Westminster
A-Levels - Biology, History & Politics
Chiswick School
Skills
- Flight crew scheduling and rostering
- Airline operations management
- Disruption management strategies
- Commercial awareness
- Stakeholder engagement
- Ticketing and reservations expertise
- Passenger re accommodation solutions
- Change management and transformation
- Systems implementation proficiency
- Decision-making
- Clear operational communication
LANGUAGES
English (Native)
Fluent
French (Full Professional)
Advanced
Arabic
Fluent
Timeline
Flight Crew Executive – Integrated Operations Control
British Airways
08.2024 - 01.2026
Customer Experience Lead
British Airways
06.2022 - 08.2024
Customer Experience Representative
British Airways
01.2019 - 01.2022
A-Levels - Biology, History & Politics
Chiswick School
BA - International Relations & Development
University of Westminster