RANDHIR KUMAR SINGH
Gurgaon
Summary
Over 15 years of experience in providing high-quality service through the travel planning process. Proven track record of securing positive outcomes by effectively addressing client needs through excellent active listening and problem-solving skills. I stay updated on industry trends, regulations, and best practices to provide clients with up-to-date advice and support. A quick and creative thinker, I adapt at handling and resolving issues promptly, ensuring seamless experiences for travelers/clients.
Overview
1
1
Certification
18
18
years of professional experience
Work History
Assistant Manager- Operations
WNS Global Services pvt Ltd
Gurgaon
04.2026 - Current
- Coordinated operational processes to enhance service delivery efficiency.
- Implemented training programs for staff development and skills enhancement.
- Monitored key performance indicators to assess operational effectiveness.
- Developed standard operating procedures for consistent service quality.
- Analyzed feedback to identify areas for process improvements and innovation.
- Implemented new policies and procedures to enhance operational efficiencies.
- Resolved customer complaints promptly by providing appropriate solutions.
Asst. Manager
Yatra for Business Pvt Ltd
Gurugram
07.2022 - 04.2026
- Managing the travel desk for large corporate accounts requires a blend of strong organizational skills, effective communication, and a customer service mindset to deliver a seamless travel experience.
- Overseeing the travel desk for large corporate accounts such as Ernst & Young, HCL, and BCG involves coordinating and managing travel arrangements, ensuring compliance with corporate travel policies, and maintaining high levels of service delivery including VIP's desk.
- Build and maintain strong relationships with key stakeholders and vendors/partners.
- Regularly communicate with clients to understand their travel needs and challenges.
- Ensure all travel arrangements comply with the corporate travel policies of each account.
- Monitor travel expenditures and implement strategies to reduce costs where possible.
- Provide clients with detailed reports on travel expenses and recommend cost-effective alternatives.
- Provide guidance to employees regarding travel policies and procedures, manage the booking process for flights, hotels, Travel Insurances, and other travel-related services.
- Coordinate group travel bookings and events, ensuring all logistical aspects are handled efficiently.
- Accountability towards 'Online Booking tool (OBT/SBT)' to streamline booking processes and enhance traveler experience.
- Provide a high level of customer support, responding to inquiries and resolving issues promptly.
- Train the 'support staff/New joiner' for corporate accounts, gather feedback from travelers and stakeholders to identify areas for improvement.
- Regularly review and adjust processes based on feedback and changing corporate needs.
- Generate & track reports on travel activities for clients, including travel usage patterns, cost savings, and compliance metrics.
Team lead/ SME
Interglobe Technologies Pvt Ltd
Gurgaon
10.2016 - 07.2022
- Develop SOPs for utilizing each tool effectively to ensure consistency and best practices across the team such as CCI, DASHBOARD, Salesforce, Concur, etc.
- Took on informal leadership roles by mentoring junior team members, worked effectively within a diverse team to execute and meet client deliverables.
- For a valuable corporate client 'Capgemini'.
- Participating in client RFP's.
- Resolving issues as L-1 & L-2 support.
- BTA/Expenses reconciliation.
- ADM's investigation.
- Quality analysis and feedback with internal team members.
- Customer D-SAT investigation and service recovery.
- Email management to ensure meeting emails SLA/TAT.
- Weekly, monthly, quarterly & annual performance reviews with clients and internal stakeholders.
- Travel assistance for corporates (Air ticket itinerary, re-issuance, refunds/Hotel/ Visa information).
- In Hopper process, retail customer interactions via email, chat & call and assist in their travel needs in regard to online bookings, reissuance, refunds and promote C-SATs.
Senior Associate
SOTC Business Travel Pvt Ltd
01.2016 - 10.2016
- Corporate Implant Travel Desk at client location.
- Corporate name: Care India, BCG, Panasonic, PNB Metlife, JBM etc.
- Online booking tool (SONIC) enhancement & support.
- Facilitate Air/Hotel/ Car/Visa & Travel Insurance for clients.
- Analyze and overcome the Escalations.
- Maintaining client retention & process Map.
- Record MOM and other tasks directed by reporting manager.
- Travel & Expenses Reconciliation.
Senior Analyst
BCD Travel India Pvt Ltd
02.2015 - 01.2016
- Centralized Corporate Travel desk (For multiple clients i.e. CPA Global, Gemalto, Eaton, Nine dot nine, NBC Fashion, Abbott, Graziano etc.)
- Ensure all arrangements of meetings and events (MICE).
- Group bookings.
- Manage all travel arrangements for the client (Air / Hotel/ Car/ Visa / Travel Insurance...Etc.) Maintain SLA as agreed between clients and BCD.
- Secure client's retention through customer service.
- Coordinate with 'credit control team' for Invoices and reconciliation.
Business Travel Consultant
Carlson Wagonlit Travels Pvt Ltd
Gurgaon
10.2010 - 07.2014
- Centralized ticketing team (CTT), Emergency fulfillment center (EFC) handled for corporate clients (Oracle, GE, HP, Accenture).
- Closely monitoring the process improvement projects under leads/Sups guidelines.
- Maintain and updating Process improvement projects.
- Queue Management.
- Support team members in their daily work to ensure a smooth process and helping out their queries/doubts.
- Error investigation.
- Train and coach team to manage the client's expectations.
- Support reconciliation team/LCC Invoicing.
- Achievement: (i) Certification in 'Lean Training' & 'Fundamental skill of People Leadership' (ii) 30 Successful Kaizens provided within 01 year (iii) Successful completion of 'Beta-level Testing on Sabre' (iv) Recognized as 'The Best travel counselor' and awarded by 'Gold Medal' for the year 2013.
Process Associate
Intelenet Global Services Pvt Ltd
09.2008 - 09.2010
- Customer service/Chat Process.
- Quality check, Floor support.
- Queue management.
- Update e-ticket status, Mismatch bookings, Rejects queue.
- Ticketing, Re-issue and Refunds via BSP/ARC.
Education
MBA: Operation & Research -
IATA/UFTAA
01-2008
Master of Arts -
01-2007
Bachelor of Arts -
01-2005
Skills
- Business Ops
- Team management
- Customer service
- Airline
- Travel Domain
- Visa
- Travel & OBT Support
- BTA reconciliation, Invoicing
- Customer escalation
- Supplier negotiations
- SOP's
- Training, Quality Audit
- Online booking tools, Salesforce, Concur, Mid office, Infinity, Genesys
- Travel policy compliance
- Key performance monitoring
Certification
MBA
Hobbies and Interests
- Airline
- Travel Domain
- Visa
- Travel & OBT Support
- BTA reconciliation
Timeline
Assistant Manager- Operations
WNS Global Services pvt Ltd
04.2026 - Current
Asst. Manager
Yatra for Business Pvt Ltd
07.2022 - 04.2026
Team lead/ SME
Interglobe Technologies Pvt Ltd
10.2016 - 07.2022
Senior Associate
SOTC Business Travel Pvt Ltd
01.2016 - 10.2016
Senior Analyst
BCD Travel India Pvt Ltd
02.2015 - 01.2016
Business Travel Consultant
Carlson Wagonlit Travels Pvt Ltd
10.2010 - 07.2014
Process Associate
Intelenet Global Services Pvt Ltd
09.2008 - 09.2010
MBA: Operation & Research -
IATA/UFTAA