CHANDER PRAKASH RAJORA
Delhi
Summary
Innovative and resourceful experience in Travel/Airline Products with an eye for Process improvements, Project handling, and Product Delivery. As a Customer Success Specialist and Supportive Senior Operation Manager with 21 years of experience leading teams. Have liaised and closely worked with CGMs, Operations & direct reports cadre and worked across multiple sectors for Indian corporates, US, Canada, UK, APAC, and Australian regions.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Business Manager
FCM Travel
Noida
01.2025 - Current
- FCM Travel is a leading corporate travel management company, offering comprehensive services to business worldwide. As part of the flight Centre Travel Group, FCM operates in over 95 countries.
- Manages major corporates account in India, including big names like Bain & Company and Nestle, handling their corporate travel across key business hubs like Noida & Gurugram.
- Responsible for the team KPI's, CSAT, training and personality development to ensure high performance and client satisfaction.
Senior Operations Manager
Samsung Hospitality India
Gurugram
02.2023 - 01.2025
- Company Overview: Samsung Hospitality India |SBTM (Samsung Business Travel Management) is a travel management company that is a subsidiary company of Samsung Group.
- Currently responsible for Gurgaon Center of Excellence at Global Service Delivery (Operations) at Samsung Hospitality India.
- Responsible for Customer Service Operations, SBTM India, USA and Canada markets.
- Assurance Operational Excellence Audit.
- My responsibilities include Customer Service and relevant KPI management, team management, driving projects like implementation of new projects, training, dealing with clients and live engagement activities.
- Work on SOP and SOW documentation, process maturity, client satisfaction-CSAT, BCP Plan, and customer issue resolution process as per company perspective and growth.
- Samsung Hospitality India |SBTM (Samsung Business Travel Management) is a travel management company that is a subsidiary company of Samsung Group.
Lead Travel Consultant
American Express Global Business Travel
Gurugram
07.2014 - 01.2023
- Company Overview: American Express Global Business Travel is a multinational travel and meetings program management company headquartered in New York City. GBT has 13,500 employees in more than 140 countries.
- Worked with multiple projects related to implementation of offline booking tools like PAT/PE+/INFF /PTC and online booking tools like Concur.
- And closely worked on SaaS based products.
- Managing the team, ensuring that the work quality meets with corporate standards and collaborating with the team to maximize positive contribution for customer satisfaction and reduce customer complaints.
- Communicated cross-functional issues at the initial project level, record and managed the project issues and escalate where necessary and payments reconciliation.
- American Express Global Business Travel is a multinational travel and meetings program management company headquartered in New York City. GBT has 13,500 employees in more than 140 countries.
Senior Travel Consultant
Onkar Infotech Pvt. Ltd.
Gurugram
02.2011 - 07.2014
- Company Overview: Onkar Infotech is a leading travel call centre / BPO managing end to end business processes outsourced from its clients based out of its principal target market - the UK.
- Diligently managed contacts with Clients and provide precise information to Business Travelers in their Key Business travel situations with a help of the back-end team on subject specifications.
- Providing best services for RTW / One World / Star Alliance / Skyward RTW / Walkabout itineraries, issue, re-issue/exchange tickets and Hotels.
- Onkar Infotech is a leading travel call centre / BPO managing end to end business processes outsourced from its clients based out of its principal target market - the UK.
Senior Pricing Analyst- United Airline Pricing Desk
Interglobe Technologies Pvt. Ltd.
Gurugram
10.2006 - 02.2011
- Company Overview: InterGlobe Enterprises has foothold in businesses such as civil aviation, hospitality, travel commerce, airline management, aircraft maintenance engineering, and advanced pilot training.
- Worked in United Airline fares department responsible for all types of fare calculation and solutions to related problem through UA System Tool -APPOLO/AMADEUS/SABRE and WORLDSPAN for US and Canada market.
- Evaluated consumer preferences and behaviors, combined with market trends and historical data, to adjust and enhance campaigns.
- InterGlobe Enterprises has foothold in businesses such as civil aviation, hospitality, travel commerce, airline management, aircraft maintenance engineering, and advanced pilot training.
Senior Travel Executive
Sibtain Holidays Pvt. Ltd.
Delhi
04.2004 - 10.2006
- Company Overview: India corporate travel management and holidays packages (domestic and international)
- International/domestic ticketing, visas, passport, with Embassies regarding visa related matters, international/domestic hotels, international / domestic tour packages, car rentals (High end cars as well), foreign exchange and all other travel related services.
- India corporate travel management and holidays packages (domestic and international)
Education
PG - Tourism and Travel Management
College of Vocational Studies
09.2000
BA - Tourism and Travel Management
College of Vocational Studies
09.1998
Skills
- Strong Leadership
- Operations Management
- Training & Mentoring
- Quality Control
- Escalation Management
- Client relationship Building
- Offline and Online booking tools like -PAT/INFF and Concur
- CX- CSAT
- Client and Stakeholders Engagement
- Airline GDS knowledge Amadeus/Galileo/Apollo/Worldspan and Sabre
- Advance Excel, lookup and power point
- Lean Six Sigma Black Belt
Websites
Certification
- ISO 9001:2015 Lead Auditor, C-2024-56627, 12/23 - 03/24
- Lean Six Sigma Black Belt, C-2023-54519, 08/23 - 11/23
- IATA Foundation, 09/06 - 10/06
- Complete fare and ticketing with Amadeus GDS course, 03/06 - 06/06
- Certificate in French Language, 09/97 - 09/98
Languages
- Hindi, Native or Bilingual Proficiency
- English, Full Professional Proficiency
- French, Limited Working Proficiency
Honor Awards
- Pacesetter award, 04/19 - 03/20, Awarded for best employee of the year for successful Operational Audit, Managing Team and highest Customer Satisfaction Survey.
- Award received for SaaS based product implementation, 01/18 - 01/19, SaaS based product implementation in Amex GBT in Online and Offline booking tools.
- Highest Customer Satisfaction award in PAN India level, 01/15 - 01/16, Convert irate customer to positive one and received maximum customer satisfaction survey from client side.
- Quality Control, 01/08 - 01/09, Quality Control implementation in team as per United Airline Pricing Desk requirement.
Timeline
Business Manager
FCM Travel
01.2025 - Current
Senior Operations Manager
Samsung Hospitality India
02.2023 - 01.2025
Lead Travel Consultant
American Express Global Business Travel
07.2014 - 01.2023
Senior Travel Consultant
Onkar Infotech Pvt. Ltd.
02.2011 - 07.2014
Senior Pricing Analyst- United Airline Pricing Desk
Interglobe Technologies Pvt. Ltd.
10.2006 - 02.2011
Senior Travel Executive
Sibtain Holidays Pvt. Ltd.
04.2004 - 10.2006
PG - Tourism and Travel Management
College of Vocational Studies
BA - Tourism and Travel Management
College of Vocational Studies
Similar Profiles
NURUL SYAZWANI RASLANNURUL SYAZWANI RASLAN
SAM Chat Consultant, COE at FCM TravelSAM Chat Consultant, COE at FCM Travel
CHANG HSIU-HUACHANG HSIU-HUA
Senior Travel Consultant at FCM TravelSenior Travel Consultant at FCM Travel
Chantel van der MerweChantel van der Merwe
Travel Manager at FCM TravelTravel Manager at FCM Travel
HARSHIT MAKHIJAHARSHIT MAKHIJA
Assistant Manager - Indirect Taxation at PricewaterhouseCoopers (PwC)Assistant Manager - Indirect Taxation at PricewaterhouseCoopers (PwC)
Mansi SharmaMansi Sharma
Associate QA Engineer at Cvent India Pvt LtdAssociate QA Engineer at Cvent India Pvt Ltd