DALIA QASEM AGHA
Amman
Summary
Airline systems and ticketing specialist with experience in Amadeus administration, system testing, staff training, and customer support. Led the rollout of ARDW and supported interline e-ticketing integration to help maintain service quality across ticketing operations. Also contributed to compliance, security, and end-user support by resolving concerns and creating ticketing user manuals.
Overview
3
3
Languages
1
1
Certification
15
15
years of professional experience
Work History
Sales Systems Superintendent
Royal Jordanian
06.2012 - Current
- Supported rollout of Amadeus Reservation Desktop Web in 2018, moving users from classic desktop.
- Delivered companywide ticketing training for new interface, improving user skill across base and outstations.
- Ran system tests between RJ, other carriers, and ticketing system providers, checking functionality and integration flow.
- Supervised ticketing staff, agents, and customer service employees to maintain compliance with operational standards.
- Resolved end-user issues to improve system use and user satisfaction.
- Earned certification in Amadeus local system security administration to support security standards.
Contact Center Agent
Royal Jordanian
09.2011 - 06.2012
- Facilitated communication with Spanish-speaking passengers on high-priority international calls from RJ outstations, ensuring effective support for this customer segment.
- Followed up on customer complaints, ensuring timely resolution and contributing to higher customer satisfaction.
- Answered inquiries about schedules,procedures, and policies, providing clear and accurate information to enhance customer understanding.
Education
Masters Degree - Translation and Interpretation
UNIVERSIDAD DE GRANADA
Granada, Spain01-2010
Bachelor of Arts - Spanish - English Philology
University of Jordan
Amman, Jordan01-2009
Tawjihi Diploma -
Al Ra'ed Al Arabi School
Amman, Jordan01-2005
Skills
- Amadeus administration
- System integration testing
- Airline ticketing
- Operational efficiency
- Regulatory compliance
- Security management
- Staff training
- Problem solving
Languages
Arabic
Native/ Bilingual
English
Proficient
Spanish
Proficient
Certification
- Train the Trainer Amman, Jordan September 2013
- Presentation skills Amman, Jordan May 2013
- Supervisory Skills Amman, Jordan May 2013
- Safety Management System (SMS) Amman, Jordan February 2015 / July 2026
- Advanced Sales Strategies Amman, Jordan January 2016
- Amadeus Reservation and Ticketing Web Certification Nice, France June 2018
- Incident Management and Support Tools Amman, Jordan November 2019
- Amadeus Security Management Certification for Altea Airlines (Virtual) Amman, Jordan January 2022
- Amadeus Carrier Prefferred Display Certification (Virtual) Amman, Jordan April 2026
- Amadeus Availability Management (Virtual) Amman, Jordan September 2026
Timeline
Sales Systems Superintendent
Royal Jordanian
06.2012 - Current
Contact Center Agent
Royal Jordanian
09.2011 - 06.2012
Masters Degree - Translation and Interpretation
UNIVERSIDAD DE GRANADA
Bachelor of Arts - Spanish - English Philology
University of Jordan
Tawjihi Diploma -
Al Ra'ed Al Arabi School