Lynette Dmello Email & Phone Number

Maharashtra, India

Mumbai

Mumbai, Maharashtra, India

• Plan and implemented groups strategy for the Indian Sub-Continent ensuring Etihad guidelines and procedures are adhered to.
• Accountable for the group team in India, closely working with the Commercial Sales team and trade to generate the right Business Mix (Leisure, MICE, Religious& Labor) thereby ensuring Quality Revenue which contributes.
• Act as the point of contact for Groups in ISC within Etihad and ensured a strong partnership with the key stakeholders in the business units and Strategize to place Etihad as one of the preferred carriers with trade.
• Develop, monitor and report on sales plans to ensure sales strategy is properly implemented across the team and expected results reached.
• Motivate, Coach and lead the team to exceeds sales targets.
• Assisted in the Transformation of PROS GSO (Group Sales Optimizer) system for groups which included Testing, Training, Document review, and Cutover activities out lined for the Project.

• Plan and execute contact center processes including Policies and Procedures for operational efficiencies and improved customer service experience.
• Identify Process gaps and make recommendations and implement solutions to improve service delivery.
• Monitor Productivity of the contact center agents and generate reports on escalations, written complaints, Waivers, Call handling time.
• Study and Standardize procedures to improve efficiency of the contact centre
• Monitor trends based on calls, issues, queries and make recommendations on how to improve Revenue, quality and sales for the outsourced contact centre
• Build and Maintain relationship with all departments at the outsourced contact centre.ie quality, training, floor support, team leaders and team Managers.

• Responsible for reservation and ticketing team in Mumbai, Bangalore and Chennai.
• Initiate, implement and Evaluate new direct sales activities aiming at improving the revenue whilst being proactive in contributing ideas on trends and developments towards achieving long and short-term objectives
• To increase penetration of direct channels by meeting Banks and Etihad Guest partners and run joint promotions.
• Handle customer requirement/request professionally. As well as handling difficult customers and helping to resolve disputes.
• Assisted disrupted passengers in re-accommodation as well as re-issuance of passenger tickets
• Ensure agents are informed on GDS wastage by sending emails, calling and educating the staff on GDS Best Practice.

• Etihad Guest Champion for India ensuring the target enrollments and guest queries are answered.
• Ticket issuance – PTA/ID/Staff travel/Fresh issue/Groups. Reissue, Refunds and responding to Customer queries both internal and external.
• Provide Tele sales service support to direct guests/clients and trade.
• PFC- Pre and Post flight analysis. Run an effective pre-flight check to minimize no-shows and effectively manage space to generate quality revenue. Maximize usage of available capacity.

• Counter - Attending to Counter formalities like Ticketing, Reissue Transmitting and Receiving of PTA. Helping walk-in passengers with changing their travel plans
• Reservation Call Center – answering reservation calls for reconfirmations as well as any other queries from passengers and agents.
• Fares –Calculating fares for passengers as well as travel agents.
• Preflight checks- Conduct Pre-Flight Check, Quality Checks and Trimming procedures for all flights departing from BOM.
• To arrange special service requirements for the passengers such as meals, incapacitated passengers, unaccompanied minor, etc.
• Ensure full utilization of all spaces reserved by local passengers or their agents by observing applicable ticket time limits.

• To handle Offline sales, Reservation & Ticketing of EVA Air.
• Provide Booking Services as well as travel- related service & information to passengers, other airlines, travel agents and the riding public in general.
• To arrange special service requirement for the passengers such as meals, incapacitated passengers etc.
• Co-ordinate with Reservation Controls regarding reservations- related matters when required.

• Provide high standard service to direct customers at the counter.
• To arrange special service requirements for the passengers such as meals, incapacitated passengers, unaccompanied minor, etc.
• To ensure that tickets will be issued within ticketing time limit.
• Ensure full utilization of all spaces reserved by local passengers or their agents by observing applicable ticket time limits.
• Conduct Pre-Flight Check, Quality Checks and Trimming procedures for all flights departing from BOM.

• To provide Reservation formalities and various Ticketing procedures to passengers and travel agents.
• To arrange special service requirements for the passengers such as meals, incapacitated passengers, unaccompanied minor, etc.
• To ensure that tickets will be issued within ticketing time limit.

• To provide Reservation formalities to passengers and travel agents
• To arrange special service requirements for the passengers such as meals, incapacitated passengers, unaccompanied minor, etc.
• Ensure full utilization of all spaces reserved by local passengers or their agents by observing applicable ticket time limits.
• To conduct Tele sales with Travel Agents & Corporate Houses

• To provide reservation and tickets to passengers and corporate clients.

Msc, Human Development

Ssc