Shibbu Kumar Raj

Member Experience Executive @Accor Plus

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.

Central Board of Secondary Education

10+2

Ascot Asia

Diploma in Aviation And Hospitality Travel And Tourism

Shree Rajiv Gandhi ideal Polytechnic

Diploma in Data Entry Operator Course

Swami Vivekanand Subharti University (SVSU), Meerut

Bachelor of Arts - BA