Sunil D'mello
About Sunil D'mello
Sunil D'mello serves as the Senior Team Lead at Frontline Operation at Etraveli Group in Mumbai, India, where he has worked since 2019. He has extensive experience in the travel industry, having held various leadership roles at FlightNetwork.com and American Express Global Business Travel.
Work at Etraveli Group
Sunil D'mello has been employed at Etraveli Group as a Senior Team Lead at Frontline Operation since 2019. His role is based in Mumbai, Maharashtra, India. He is responsible for developing and implementing graduation certificates, exams, and quizzes for new hires. Additionally, he acts as a liaison for at-home agents, addressing issues related to phone outages and internet service disruptions. His responsibilities also include monitoring call volumes and ensuring agent availability in the contact center. He coordinates with the Operations Management team in Ontario to communicate plans and goals.
Previous Experience at FlightNetwork.com
Prior to joining Etraveli Group, Sunil D'mello worked at FlightNetwork.com for a total of five years in various roles. He served as Senior Team Lead from 2016 to 2019 and as Sales Team Lead from 2014 to 2016. His career at FlightNetwork.com began as a Senior Sales Consultant from 2010 to 2014. In these positions, he developed skills in team leadership and sales management, contributing to the overall performance of the organization.
Education and Expertise
Sunil D'mello holds a Bachelor's degree from St. Joseph's Senior College, which he attended from 1986 to 2001. He also earned a Diploma in Travel Agency Operations and International Air Fare Ticketing from IAFD, completing his studies from 2002 to 2003. His educational background provides him with a solid foundation in the travel industry, enhancing his expertise in operations and customer service.
Career Background in Travel Industry
Sunil D'mello has a diverse background in the travel industry, having worked in various roles prior to his tenure at Etraveli Group. He was a Reservation and Ticketing Consultant at Suha Travel & Tours W.L.L. in Bahrain from 2006 to 2007. He also worked as a Travel Consultant at American Express Global Business Travel from 2008 to 2010. These experiences contributed to his knowledge of travel operations and customer relations.
Training and Development Initiatives
In his current role, Sunil D'mello is involved in training and development initiatives. He provides detailed feedback to managers on newly hired agents and continues communication with trainers and managers in Canada for training coordination. He documents and shares best practices with his team to enhance performance, demonstrating his commitment to improving operational efficiency.