Aakash Gaur
Customer support executive
New Delhi
Summary
Experienced hospitality and customer service professional with a proven record of leading high-performing teams to achieve and exceed sales, service, and operational goals. Adept at delivering exceptional customer experiences, resolving escalations, and maintaining accurate records while fostering a motivated and productive work environment.
Overview
5
5
years of professional experience
Work History
Customer Support Executive – Agoda Process
Concentrix
03.2025 - Current
- Handle customer queries related to hotel bookings, cancellations, refunds, and modifications for Agoda customers.
- Manage B2B and supplier queries, ensuring timely responses to hotel partners, travel agencies, and suppliers regarding reservations, availability, billing, and contractual issues.
- Liaise with suppliers and hotel partners to resolve disputes, discrepancies, and urgent escalations.
- Provide support via email, chat, and voice channels, maintaining high-quality service standards.
- Resolve escalated cases by coordinating with hotels, suppliers, and internal teams.
- Achieve and exceed KPIs including Customer Satisfaction (CSAT), Average Handling Time (AHT), and Quality Assurance scores.
- Maintain accurate records of customer and supplier interactions using CRM tools.
- Assist team leads in training new hires on process knowledge and best practices.
F&B Associate
Rove Hotels (Emaar Group)
02.2021 - 01.2025
- Delivered high-quality first-line customer support by welcoming and assisting guests, ensuring a positive dining experience.
- Managed high-volume guest interactions, promptly resolving inquiries and escalating issues when needed.
- Resolved customer issues and complaints in a timely, empathetic manner, maintaining satisfaction and retention for reservations.
- Accurately updated guest information in CRM systems to support ongoing service and communication.
- Handled multiple types of customer requests and transactions accurately (billing questions, refunds, technical troubleshooting).
- Delivered high-quality, standards-driven service (handling inquiries, escalating issues, coordinating with other teams).
Education
Bachelor of Science - Hospitality & Hotel Administration
Intitute of Hotel Management
Gwalior, India05.2020
G.S.V
04.2001 -
Skills
Customer Service & Support (B2C and B2B)
Travel & Hospitality Process (Agoda)
Supplier & Partner Management
Complaint Resolution & Escalations
Email, Chat & Voice Support
CRM Tools & Ticketing Systems
Cross-Cultural Communication
Time Management & Multitasking
Performance & Quality Metrics
References
Available upon request.
Accomplishments
- Consistently exceeded KPIs in customer satisfaction and operational efficiency.
- Played a key role in training and mentoring new team members in multiple organizations.
- Recognized for strong communication and problem-solving skills in high-pressure environments.
Industrial Exposure
Pride Plaza Hotel, New Delhi, India
Timeline
Customer Support Executive – Agoda Process
Concentrix
03.2025 - Current
F&B Associate
Rove Hotels (Emaar Group)
02.2021 - 01.2025
G.S.V
04.2001 -
Bachelor of Science - Hospitality & Hotel Administration
Intitute of Hotel Management