Mohamed's CV

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Mohamed Mousa

AVIATION OPERATIONS | ADMINISTRATION & LOGISTICS | COORDINATION

Abu Dhabi, UAE

Profile summary

Aviation professional with a Bachelor of Science in Aviation and more than four years of operational and administrative experience in high-volume environments. Experienced in operational coordination, documentation and records management, time-sensitive case handling, cross-functional coordination, data analysis, reporting, and process improvement. Aviation exposure with Etihad Engineering, supported by team leadership and customer experience experience. Known for accuracy, adaptability, service quality, and a practical approach to improving operational efficiency.

Key skills

SkillsAdministrative & Operational Coordination Documentation & Records Management Cross-Functional Coordination Data Analysis & Reporting Process Improvement Customer & Stakeholder Support Aviation Operations Microsoft Office Administrative & Operational Coordination Documentation & Records Management Cross-Functional Coordination Data Analysis & Reporting Process Improvement Customer & Stakeholder Support Aviation Operations Microsoft Office

Professional experience

Aircraft Maintenance Technician InternNov 2023 - Apr 2024
Etihad EngineeringAbu Dhabi, UAE
  • Gained hands-on exposure to aircraft operations, regulatory requirements, technical documentation, and aviation procedures.
  • Supported aviation safety officers with risk assessments and compliance monitoring, contributing to operational reliability.
  • Coordinated with maintenance, safety, and operations teams to support timely completion of activities and adherence to required standards.
  • Assisted with technical evaluations while maintaining accuracy, documentation quality, efficiency, and operational requirements.
Team Leader – Customer Experience OfficerOct 2019 - Nov 2023
SEHAAbu Dhabi, UAE
  • Managed 400+ operational cases annually in a high-volume, time-sensitive environment while sustaining a 93% service-quality rate.
  • Reduced case resolution time by 30% through root-cause analysis, workflow redesign, and improved coordination.
  • Coordinated with government and regulatory stakeholders to support compliance with service and procedural standards.
  • Used CRM analytics to identify trends, improve reporting accuracy, and support data-informed operational decisions.
  • Led operational teams, coordinated daily priorities, maintained detailed records, and supported consistent service delivery.
Customer Service RepresentativeFeb 2015 - Apr 2018
Abu Dhabi Distribution CompanyAbu Dhabi, UAE
  • Managed customer inquiries, service requests, and billing issues with accuracy and timely follow-up.
  • Maintained detailed documentation to support operational transparency and efficient case handling.
  • Applied problem-solving skills in a high-volume service environment while coordinating requests across relevant teams.
Aviation Management
City & Guilds of London Institute
Sustainable Aviation Management
Danube Business School
Diploma in Management
Arizona International School of Business
Certified Customer Service Professional
BOOST Consulting
First Aid / CPR / AED
Emirati Development Authority

Education

Bachelor of Science
Abu Dhabi University

Aviation

Certifications

Aviation Management — City & Guilds of London Institute
Sustainable Aviation Management — Danube Business School
Diploma in Management — Arizona International School of Business
Certified Customer Service Professional — BOOST ConsultingBOOST
First Aid / CPR / AED — Emirati Development AuthorityCPR

Languages

Arabic · Native

English · Fluent