Piyush Aggarwal
Delhi
Summary
Hospitality and SaaS customer support professional with hands-on experience in hotel reservations, CRS/PMS systems, and client-facing operations. Proven ability to act as a primary point of contact for clients, manage high-volume chat and email queues, and resolve complex reservation, billing, and inventory-related issues while meeting strict SLA and quality standards. Strong understanding of hotel operations, group reservations, room blocks, pickup, cutoff, and distribution workflows. Seeking an opportunity aligned with Cvent Passkey / Hospitality Cloud support roles.
Overview
2
2
years of professional experience
Work History
Sales and Service Associate
Marriott International
Gurugram
03.2025 - Current
- Handle reservations, modifications, cancellations, billing inquiries, and special requests in line with brand standards.
- Work extensively on Marriott CRS (MARSHA) and internal CRM systems for booking management and case documentation, including OTA (Online Travel Agency) reservations.
- Assist with group-related reservation queries, room block validations, and OTA reservation discrepancies (rate, availability, and modification issues).
- Support Marriott Bonvoy loyalty program inquiries and account-related concerns.
- Escalate complex operational issues following defined workflows and reconciliation processes.
Customer Service Representative
Concentrix
Gurugram
10.2023 - 06.2024
- Delivered end-to-end customer support for a global e-commerce client via live chat.
- Managed multiple customer interactions concurrently while maintaining resolution ownership.
- Used CRM and internal tools for ticket creation, documentation, and follow-ups.
- Consistently met productivity, quality, and SLA benchmarks in a fast-paced support environment.
- Demonstrated strong written communication, problem-solving, and customer engagement skills.
Education
Bachelor of Arts -
Delhi University (SOL)
01-2024
High School Diploma -
CBSE Board
01-2021
Skills
- Customer Service (Phone, Chat, Email)
- Client-Facing SaaS Support
- OTA Reservation Handling
- CRS / PMS Fundamentals
- CRM & Ticketing Systems
- SLA, Quality & Compliance Adherence
- Issue Escalation & Reconciliation
- Multi-Queue & High-Volume Case Handling
Skills
- Client-Facing SaaS Support
- OTA Reservation Handling
- CRS / PMS Fundamentals
- Marriott MARSHA (CRS)
- CRM & Ticketing Systems
- Issue Escalation & Reconciliation
- Multi-Queue & High-Volume Case Handling
Timeline
Sales and Service Associate
Marriott International
03.2025 - Current
Customer Service Representative
Concentrix
10.2023 - 06.2024
Bachelor of Arts -
Delhi University (SOL)
High School Diploma -
CBSE Board