Oumalkher Egeh
London
Summary
Dynamic aviation and operations professional with a BA (Hons) in International Tourism & Aviation Management, offering extensive hands-on experience in orchestrating large-scale passenger and transport operations at Heathrow Airport and other high-volume environments. Expertise includes airport and airline operations, ground handling, and strict adherence to industry safety standards, complemented by proven ability to manage radio communications and ensure seamless operational continuity. Demonstrated leadership skills under pressure significantly contribute to punctuality, safety, and operational efficiency. A strong background in customer interactions and service solutions enhances conflict resolution, communication, and problem-solving capabilities, ensuring high levels of customer satisfaction and loyalty while consistently achieving organizational goals.
Overview
8
8
years of professional experience
Work History
Customer and Operational Specialist
Heathrow Airport
03.2023 - 07.2025
- Acted as a frontline operations liaison at Europe’s busiest aviation hub, ensuring smooth coordination between passengers and ground handling teams.
- Supported radio communication with operational teams, ensuring crews and staff received updated information on arrivals, departures, and service changes.
- Handled disruption management, relaying accurate and timely updates to passengers and internal departments to reduce impact on on-time performance.
- Monitored and updated operational systems with live passenger and traffic data, supporting daily reporting and decision making at management level.
- Delivered safety critical information to passengers with special requirements, ensuring compliance with accessibility and security standards.
- Assisted in operational briefings, contributing to shift planning, service allocation, and contingency response during high traffic periods.
- Produced and maintained onboarding and training documentation, supporting knowledge transfer and operational consistency.
Customer Support Supervisor
IKEA Tottenham
08.2018 - 08.2022
- Managed the daily operations of a high-volume service centre, overseeing a team of 40+ staff handling thousands of customer interactions per day.
- Coordinated workflows, scheduling, and resource allocation, ensuring operational continuity during peak trading hours.
- Implemented real time incident management and escalation procedures, reducing resolution times and improving overall service reliability.
- Introduced performance dashboards and reporting mechanisms that monitored key operational metrics.
- Collaborated with cross departmental teams including logistics, IT, and facilities to resolve operational disruptions and support efficiency improvements.
- Directed operational training programs on safety procedures, escalation handling, and digital tool usage to improve workforce readiness.
- Acted as the main point of contact for crisis management scenarios, including safety incidents, system outages, and high-pressure service demands.
Hospitality Team Leader
Michael Wisher
03.2017 - 08.2018
- Directed operational logistics for large scale hospitality events, including resource allocation, staffing schedules, and compliance with strict timelines.
- Coordinated communication across multiple departments ensuring smooth and safe execution of complex operations.
- Managed real time issue resolution, responding quickly to last-minute operational disruptions such as schedule changes, equipment failures, or VIP requests.
- Oversaw health and safety compliance, ensuring all staff followed safety protocols and emergency procedures.
- Trained and supervised junior staff, improving overall team efficiency, safety awareness, and service consistency.
- Handled VIP delegations and international clients, ensuring operational excellence under high-pressure and high-visibility circumstances.
- Conducted post event operational reporting and analysis, identifying areas for process improvement and enhancing future service delivery.
Education
BA (Hons) - International Tourism ans Aviation Management
Sir George Monoux College
01.2022
Diploma - Travel & Tourism
Sir George Monoux College
01.2018
Skills
- Airline & airport operations management
- Real time coordination & disruption handling
- Passenger flow management & accessibility support
- Ground handling processes & on time performance monitoring
- Escalation management & operational troubleshooting
- Safety compliance
- Team leadership, training & cross-functional collaboration
- Problem-solving
- Customer service
- Staff training
- Decision-making
- Employee relations and conflict resolution
Languages
English - Native
Timeline
Customer and Operational Specialist
Heathrow Airport
03.2023 - 07.2025
Customer Support Supervisor
IKEA Tottenham
08.2018 - 08.2022
Hospitality Team Leader
Michael Wisher
03.2017 - 08.2018
Diploma - Travel & Tourism
Sir George Monoux College
BA (Hons) - International Tourism ans Aviation Management
Sir George Monoux College
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