Shibbu Kumar Raj
Member Experience Executive at Accor Plus | Customer Experience | Client Relationship | Hospitality Specialist | Open to Growth Opportunities
- Role
- Member Experience Executive at Accor Plus
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Shibbu Kumar Raj
Job Responsibilities & Achievements: Handled customer calls and emails to resolve…
Experience
Member Experience Executive
Jan 2025 — Present · Gurugram, IN
Customer Service & Support SpecialistAccor Plus | Gurugram • Delivered end-to-end support to Accor Plus members, ensuring seamless assistance with hotel bookings, membership renewals, benefit usage, and exclusive offers across Asia Pacific.• Managed a high volume of inbound and outbound calls/emails with speed and professionalism, consistently meeting and exceeding daily productivity KPIs.• Utilized Zendesk and multiple CRM systems to accurately log interactions, update member data, and resolve customer cases in a timely manner.• Demonstrated strong active listening and problem-solving skills to achieve high first-call resolution (FCR) and drive customer satisfaction.• Promoted premium memberships and exclusive hotel offers, contributing significantly to monthly upselling and revenue targets without compromising service quality.• Collaborated cross-functionally with internal departments and hotel partners to resolve complex inquiries and ensure a smooth customer journey.• Consistently achieved key performance metrics, including:• 95%+ Customer Satisfaction Score (CSAT)• >85% First-Call Resolution Rate• Low Average Handle Time (AHT) while maintaining high service standards• Recognized for excellent communication, empathy, and professionalism in a fast-paced, multilingual service environment.
Education
Central Board of Secondary Education
10+2
2021 — 2023
Ascot Asia
Diploma in Aviation And Hospitality Travel And Tourism
2023 — 2023
Shree Rajiv Gandhi ideal Polytechnic
Diploma in Data Entry Operator Course
2022 — 2024
Swami Vivekanand Subharti University (SVSU), Meerut
Bachelor of Arts - BA
2023
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