1. SAMIR TANDON
Phone: +91-9811052061
E-Mail: samirtandon75@gmail.com
Energetic, trusted, and detail-oriented IT Professional and strategic solutions provider with outstanding Project & Program
Management, Service Delivery Management and IT Change & Automation
I N T R O D U C T I O N
 A PMP certified professional with over 19 years of combined multi-disciplinary experience across Program Management,
Delivery Management, Solution Consulting, IT Change Management and Business Analysis in corporate travel domain
 Expertisein end-to-end projectplanning &implementation includingscopemanagement, activitysequencing, cost estimation,
risk management and quality management in line with set guidelines & norms Innovative Manager with expertise in service
delivery and skills in managing multiple business processes, process transformation and revenue expansion activities with
focus on business profitability
 Proficient in migration of project and deploying tools across globe in coordination with virtual teams including vendors and
customers
 Experienced in ensuring 100% compliance to processes and guidelines and expertise in managing problems related to the
services offered, communicating with external customer & internal stakeholders for incidents and prompt restoration
 Gained global experience of work by visiting France, Nigeria and UAE for training and business in 2017 and 2018
 Delivered increase in Amex online market penetration from 30% to 75% for APAC and EMEA Region
 Extensive knowledge of various CRS (Amadeus, Sabre, Galileo)
 Targeted Technology Solutions: Design and deliver solutions that remedy core business issues and position the organization
to reach the next level of profitability through technology introduction and automation
 Excellent communicator and relationship manager with aptitude for collaborating with internal and vendor executives,
directors, and key stakeholders to identify business needs and to develop winning solutions
P R O F E S S I O N A L H I G H L I G H T S A T A G L A N C E
• Contributing as Business System Implementation – Sr. Manager Grade in Satguru Holidays Worldwide Limited India.
From Apr 2017 – Till Date.
• Contributed as Implementation Manager in EXL Service India.
From Mar’10-Apr’17
• Worked as Sr, Business Analyst – American Express Business Travel.
From Apr’05 – Feb’ 10.
• Worked as Travel Counselor – Reservation Data Mainatence (India) Pvt Ltd
From Apr’98 – Dec’05
C O R E C O M P E T E N C I E S
~Program/ Project Management ~Service Delivery Management ~Risk/ Change Management
~Process Improvement / Optimization ~Stakeholder/ Vendor Management ~Resource Planning/ Management
~Customer Relationship Management ~Operational Excellence ~Cross Functional Team Coordination

2. O R G A N I Z A T I O N E X P E R I E N C E
Since Apr’ 17
Satguru Holidays Worldwide Limited, Pune as Sr. Manager, Business System Implementation
(A unit of Satguru Travel and Tourism Services, Pune)
Key Result Areas:
 Managing projects involving resource planning, estimations, team building and delivery in the stipulated budget while
ensuring customer interest and requirements
 Meeting requirements which includes business rules, user interfaces, system interfaces, core & custom system
functionality, current and future state, requirement gathering & documentation
 Monitoring the progress of the committed plan, capturing risks/issues, mitigation and contingency plans, report outs for
management cascades
 Interacting with the client’s, vendors and IT Teams to gather, define, clarify and refine requirements; guiding the
architecture and design of applications/solutions
 Understanding business processes, studying and analysing workflow to design solutions (As-Is, To-Be and
Solutioning/Freezing), also preparing requirement & testing documents and conducting GAP analysis
 Contributing in delivery functions, to ensure end-to-end ownership of incidents & service requests and meeting
deadlines & Turn-Around-Time without compromising quality norms and adhering to SLA
 Collaborating with selected partners in design, development, testing and acceptance of the solution
 Documenting and developing test strategies, test plan, test cases and tracking all the test scenarios and issues for the application
 Performing several roles like finding new process, determining gaps in existing process and implementing new
processes; participating in design reviews & assisting with allocation of functionality to specific system components
Delivery Management: Defining service standards and guidelines, governance structure, best practices for project
management life cycle & supervise creation of documentation that serves as benchmark for excellent service delivery.
Managing resource planning, Proof of concept, SOW, technical direction, effort estimation, tracking, risk management &
mentoring. Driving end-to-end vendor/partner strategy and implementing a framework to influence & ensure partner
satisfaction. Overall supervision for end-to-end delivery of the project, meeting internal and external objectives with key
focus on stakeholder satisfaction.
Mar’ 10 – Apr’ 17
EXLService.com, Delhi (formerly American Express Business Travel), New Delhi as Manager, Projects and Implementations
Key Result Areas:
 Managed all travel platform implementations across US,APAC and EMEA region
 CRM for implementation of Serko, Concur and Getthere managed portals and travel platforms
 Responsible for the successful implementation and support of American Express Technical Travel products into
the customer environment. This includes Online Booking Tools, Third Party Online travel products, Profile tools
and other technical business travel products
 Managed the complete life cycle of the project starting from receiving the projects, sending them in a workable
format to the composition team, monitoring the execution and ensuring that the end product is delivered in a
timely manner with highest quality.
 Interacted with the Clients on a continuous basis regarding the specifications of the projects, handling their
queries, keeping them updated about the status of the current projects through e-mails and phones.
 200+ clients on-boarded to online platform across 10 years
 Setup process includes (but not limited to) following responsibilities
o Working on RFP with stakeholders for new client engagements
o Distribute responsibilities with of execution among SPOCs
o Schedule / Time management for all tasks assigned to team
o Managing the workflow process and streaming the critical tasks.
o Tollgate review after every phase
o Planning and execution of Company level account records
o Planning and execution of User level account records
o Contract Compliance for Personally Identifiable Information
o Planning and execution of technical troubleshooting framework with suppliers and partners TMCs
 Testing process includes (but not limited to) following responsibilities
o Customize planning and execution of setup testing framework
o Linking of CRM, Invoicing and accounting tools with newly setup portal

3. o Liaise with internal stakeholder teams to ensure correct end to end implementation from reservation to
billing
o Prepare desktop instructions specific to customer need for training
o Create / Maintain logins database for all passenger of the target customer
o Create / Maintain complete hierarchy across all divisions of the company
o Roll out site for customer testing as per project timeline
 Goal setting and execution for all related activities
 Planning and execution of maintenance activities post implementation
 Design workflow and performance goals for all analyst for the year
 Design SLA and performance management metrics for existing clients
 Review SOW/SOP/DI for the team on periodical basis
 Train-the-trainer program for SMEs
Additional Responsibilities:
 Created Deployment map for implementation
 Defining the gap in the existing system by brainstorming with the client management team.
 Measuring the leakage and identifying gap as well as an opportunity area. Analyzing the system and improvising it
for better functioning.
 Preparation of dashboards and reviews for the business partners as well as business leaders and presenting them
an overview of the business growth.
 Support Employee Engagement Initiatives across the floor and drives his Employee Satisfaction
 Lead involvement in Cross functional initiatives/projects
 Created SOPs for both Implementation & Maintenance Process in EXL Service
 Ensure adequate staffing based on process requirement, attrition trends, process complexity etc.
 Front-end with the client on all process related issues including negotiations on SLAs
 Interact with the client on a regular basis to determine the level of satisfaction & ascertain areas of potential
dissatisfaction
 Resolve all people issues escalated by the Team Leaders, determine their satisfaction levels & identify means of
positively impacting the same
 Develop leads and teams that can shoulder high levels of responsibility by coaching, mentoring and motivating
 Ensure that there are contingency and back up plans in place
 Implemented and support of American Express Technical Travel products into the customer environment including
Online Booking Tools, Third Party Online travel products, Profile tools and other technical business travel products
 Migrated Get There site configuration and testing in Jul’11, Concur from UK in Sep’12 and Get There site configuration
and testing process from US and CA in Sep’13
 Designed SLA and performance management metrics for existing clients
 Created SOPs for both Implementation & Maintenance Process in EXL Service
 Ensured adequate staffing based on process requirement, attrition trends, process complexity
 Interacted with the client on a regular basis to determine the level of satisfaction & ascertain areas of potential
dissatisfaction
Highlights:
 Successfully delivered revenue of $2 Billion per annum by online portals
 Performed end-to-end implementation of:
o Reservation, Ticketing and Invoicing Robotic Solutions
o Customized Travel Management tool for corporate clients
Dec’ 05 – Feb’ 10
American Express Business Travel, Gurugram
Growth Path / Assignment:
Dec’ 05 – Feb’ 07 Travel Counsellor, Operations
 Planning of itineraries, making of reservations for Air, Hotel and Car Rental.
 Providing competitive and lower logical airfare (net fares, APOSDs and private fares) quotations in accordance
with company policy.
 Issuing Domestic and Trans-Tasman Air tickets.
 Airline fare calculation and fare construction.
 Preparing weekly and monthly productivity and error report

4.  Reviewing data, recommending and developing reports that will ensure improved productivity, management of
headcount and process improvements
Mar’ 07 – Feb’ 10 Sr. Business Analyst ( Band 30 ), Projects and Implementations
 Managed APAC region travel platform implementations
 CRM for implementation of Serko, Concur and Getthere managed portals and travel platforms
 Responsible for the successful implementation and support of American Express Technical Travel products into
the customer environment. This includes Online Booking Tools, Third Party Online travel products, Profile tools
and other technical business travel products
 Migrated Concur and Serko site configuration and testing process for Australia in Mar'2007 and Apr’2008
Apr’98 – Dec’05
Reservation Data Maintenance (India) Pvt. Ltd., Gurugram as Travel Counsellor, Operations
Responsibilities involve leading team which handle E-Mails and Incoming calls from different LH Offices based worldwide,
Editing and Processing Teletype reject messages of Amadeus and Lufthansa systems, Monitoring of force confirmed PNR’s,
Upgrading and Downgrading of Industrial discount passengers, Fake ticket checks, TTL checks for Top events and critical
flights, Vertical checks, Fake booking checks and Adhoc tasks
 PreFlight Checks
 PostFlight Checks
 Teletype Rejects
 Service Desk
Highlights:
 Won:
o Extra Miler Award by Country Manager American Express – Australia for contributions in Project Paragon
o Four Points Quality Award for implementation UK Concur Online Tool for mid-market in Q4 - 2012
o Winning Habit Award for successful migration of US & CA Get There Online Tool in Q3 - 2013
 Got certificate of appreciation by Business Leader for successful migration TACA Airline into Lufthansa System
E D U C A T I O N
B.A. from Delhi University in 1997
C E R T I F I C A T I O N / C O U R S E S / T R A I N I N G S
Project Management Professional (PMP) Certified in 2017
Cytric Travel and Expense – Nice, France by Amadeus
On-job training in Unisys system and Amadeus CRS
On-job training on Sabre in American Express
P E R S O N A L D E T A I L S
Date of Birth: 16th October 1975 || Languages Known: Engish & Hindi || Address: H-2/4, Ground Floor, Sector 16, Rohini,
Delhi-110089