Pratham Upadhyay
New Delhi,India
Summary
Data-oriented Professional with over 1.5 years of experience in high-stakes corporate environments, including Marriott International and Taj Hotels. Expert in delivering premium user experiences and managing complex customer engagement workflows. Certified in Power BI, with a strong ability to translate operational data into actionable insights. Seeking to leverage technical proficiency and "Googly" adaptability to drive results within Google’s Operations or Customer Experience teams.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Associate – Customer Engagement
Marriott Customer Engagement Center (CEC)
Gurgaon, India
05.2024 - 06.2025
- Problem Solving: Managed high-volume global accounts, resolving complex service issues by navigating multiple proprietary software systems and databases.
- Data Utilization: Leveraged CRM tools to track user trends and maintained a high "First Contact Resolution" rate, exceeding team KPIs.
- Communication: Delivered world-class support for Marriott’s global portfolio, ensuring brand loyalty through personalized, empathetic communication.
- Cross-functional Collaboration: Partnered with global properties and internal departments to streamline guest recovery processes.
- 1 Year 2 Months
Management Intern
Vivanta by Taj – Surajkund (IHCL Group)
Delhi NCR
11.2022 - 04.2023
- Operational Excellence: Rotated through key departments of a luxury property, ensuring seamless service delivery under high-pressure scenarios.
- Process Improvement: Identified bottlenecks in guest check-in procedures and assisted in implementing faster workflow solutions.
- 6 Months
Education
Associate of Science -
Veer Chhatrapati Shivaji English Medium School (C.G. Board)
Raipur, Chhattisgarh03-2019
Bachelor of Arts - Tourism Studies (BTS)
Indira Gandhi National Open University (IGNOU)
New Delhi07-2026
Class XII - Commerce
Krishna Public School (CBSE)
Raipur, Chhattisgarh05-2021
Class X -
Veer Chhatrapati Shivaji English Medium School (C.G. Board)
Raipur, Chhattisgarh03-2019
Skills
- Data Analytics: Power BI (Data Visualization, Reporting, Dashboards)
- Software: Microsoft Excel (Advanced), CRM Platforms, Google Workspace
- Cross-functional teamwork
- Customer service and relations
- Workforce management
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Multitasking Abilities
- Computer skills
- Verbal and written communication
Certification
- Certified in Power BI
Interests
Swimming (Physical Endurance), Active Listening, and Tech Trends
Timeline
Associate – Customer Engagement
Marriott Customer Engagement Center (CEC)
05.2024 - 06.2025
Management Intern
Vivanta by Taj – Surajkund (IHCL Group)
11.2022 - 04.2023
Associate of Science -
Veer Chhatrapati Shivaji English Medium School (C.G. Board)
Bachelor of Arts - Tourism Studies (BTS)
Indira Gandhi National Open University (IGNOU)
Class XII - Commerce
Krishna Public School (CBSE)
Class X -
Veer Chhatrapati Shivaji English Medium School (C.G. Board)
Core Competencies
Data-Driven Decision Making, Analytical Thinking, Conflict Resolution, Global Stakeholder Management