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Evelyn D'mello

@evelyndmello

Travel operations Team Leader at Kanoo Travel (Amex GBT) who resolved legacy account issues and retained the client.

At Kanoo Travel (Amex GBT), I took over a legacy client account with longstanding issues and a risk of termination. I resolved the problems with sustainable solutions, retained the client, and helped restore trust.

As Team Leader, I supervised a team of consultants and managed workload planning across client accounts. I also handled escalations and coordinated complex requests for VVIP clients.

At American Express Global Business Travel / Kanoo Travel, I led a client project during the Ukraine–Russia war, contacting affected employees and coordinating information for secure travel and relocation.

Earlier, I taught IATA-UFTAA courses at Rashmi’s Transworld Academy and Science and Mathematics at Canossa Convent High School. I hold a Master of Environmental Science from IGNOU University and am committed to sustainable development and conservation.

Experience

Work history, roles, and key accomplishments

Team Leader

Kanoo Travel (Amex GBT)

Feb 2023 - Apr 2025 (2 years 2 months)

Supervised a team of consultants, managed high-profile client accounts, and resolved operational challenges to improve efficiency and service quality. Retained a legacy client account by systematically resolving issues and restoring trust.

Team Leadership Stakeholder Management Resource Allocation Process Improvement Client Relations Mentorship Operational Management

Lead Travel Consultant

American Express Global Business Travel / Kanoo Travel

Jan 2017 - Feb 2023 (6 years 1 month)

Supervised the morning shift team and coordinated high-volume operational activities for senior stakeholders. Led a special client project during the Ukraine-Russia war to arrange secure travel and relocation for affected employees.

Crisis Management Team Supervision Operational Coordination Customer Relationship Management Travel Logistics Problem Solving

Senior Travel Consultant

American Express Global Business Travel / Kanoo Travel

Jan 2014 - Dec 2016 (2 years 11 months)

Managed a demanding client portfolio in a high-pressure environment, building trust with stakeholders and resolving operational issues efficiently. Piloted new digital and reporting tools and provided feedback for refinement.

Client Portfolio Management Problem Solving Stakeholder Engagement Project Coordination Microsoft applications Communication Skills

Travel Consultant / Ticketing Assistant

American Express Global Business Travel / Kanoo Travel

Jul 2010 - Dec 2013 (3 years 5 months)

Started as a Ticketing Assistant and quickly built skills, later promoted to Travel Consultant. Handled client accounts independently, managed complex itineraries, and consistently delivered services in a timely manner.

Ticketing Travel Coordination Client Services Attention To Detail Problem Solving Adaptability

IATA Instructor

Rashmi's Transworld Academy

Oct 2007 - May 2010 (2 years 7 months)

Delivered training programmes aligned with IATA-UFTAA standards, simplifying complex aviation and travel concepts for students. Improved certification success rates through targeted coaching and detailed feedback.

Training Coaching IATA UFTAA Knowledge Communication Skills Curriculum Delivery

Science Teacher

Canossa Convent High School

Nov 2006 - Apr 2007 (5 months)

Delivered engaging Science and Mathematics lessons using hands-on, practical teaching methods. Conducted classroom experiments and organized laboratory sessions to increase student enthusiasm and participation.

Teaching Science education Mathematics Classroom Management Student Engagement