Raju Kingring
Delhi
Summary
Dedicated Customer Service professional with 4.5 years in travel and vacation rentals. Expertise in managing escalations, resolving complaints, and enhancing customer relationships. Skilled in conflict resolution and service recovery, consistently delivering effective solutions that uphold customer satisfaction and service quality.
Overview
2
2
Languages
17
17
years of post-secondary education
7
7
years of professional experience
Work History
Advance Traveler Escalations
Expedia Group
Gurgaon
09.2025 - Current
- Managed real-time escalations for complex, high-priority vacation rental reservations and traveler issues, ensuring timely resolutions.
- Resolved complex cases involving reservations, cancellations, refunds, payment disputes, property issues, relocation requests, and service recovery.
- Coordinated with property owners, vacation rental partners, and internal teams to efficiently resolve time-sensitive issues, enhancing overall service quality.
- Assessed escalations in real time and provided resolutions based on company policies and partner agreements.
- Supported agents through live escalation channels, providing guidance on complex cases and challenging customer interactions.
- Managed sensitive service-recovery situations while balancing traveler satisfaction, partner relationships, and business policies.
- Prioritized escalations based on urgency, customer impact, reservation details, and operational requirements.
- Identified recurring escalation trends and provided insights to leadership and operations teams, contributing to process improvements and reducing repeat contacts.
Senior Executive customer service
Booking.com
Gurgaon
05.2024 - 09.2025
- Handled escalated cases and high-priority customer issues while maintaining a high standard of customer experience.
- Provided end-to-end support to customers, ensuring timely and effective resolution of complex issues.
- Collaborated with hotels, property partners, and internal teams to effectively address booking-related concerns and service issues.
- Resolved escalated cases and high-priority customer issues, ensuring consistently high customer experience standard.
- Investigated booking discrepancies, payment issues, cancellation policies, and refund requests to provide accurate resolutions.
- Consistently focused on customer satisfaction, quality, productivity, and resolution-time targets.
- Analyzed recurring customer issues and delivered actionable feedback to enhance processes and elevate overall customer experience.
Process Associate
IGT Expedia
Gurgaon
01.2022 - 05.2024
- Handle all guest inquiries and requests in a professional and courteous manner
- Assessed customer circumstances and provided tailored solutions
- Resolved product or service issues by clarifying complaints, identifying root causes, selecting optimal solutions, facilitating corrections, and ensuring follow-up for complete resolution
- Recommended products or services to management based on customer information and needs analysis
- Collaborated with team members to achieve specific objectives
- Handled high volume of incoming calls from customers
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Assisted the team by achieving related goals and fulfilling responsibilities
Customer Care Executive
Dragonfly (Aerocity)
01.2020 - 11.2021
- Welcomed customers in the facilities, addressed their complaints, and offered information.
- Collaborated with suppliers, travel agencies, and event planners to ensure seamless operations and client satisfaction.
- Inspect facilities regularly and enforce strict compliance with health and safety standards. Coordinate with wait staff to ensure an efficient flow of orders.
- Addressed maintenance concerns promptly to ensure facility functionality, shortages in staff or equipment, renovations etc
- Resolved maintenance issues promptly to ensure smooth facility operations. to ensure facility functionality., shortages in staff or equipment, renovations etc
- Oversaw budget management and expense tracking for projects. Analyzed and interpreted financial information and monitored sales and profits
Education
Bachelor of Arts -
International College of Fashion
New Delhi 04.2016 - 05.2019
12TH CBSE -
K.K.C Quetta DAV Sr Secondary School
New Delhi 03.2008 - 04.2016
10TH CBSE -
K.K.C Quetta DAV Sr Secondary School
New Delhi 03.2008 - 04.2014
Skills
- Escalation management
- Real-time handling
- Reservation Management
- Case resolution
- Customer Experience Management
- Customer & Partner Escalations
- Service recovery
- Escalation Analysis
- Problem solving
- Conflict resolution
Languages
English
Advanced
C1
Hindi
Proficient
C2
Timeline
Advance Traveler Escalations
Expedia Group
09.2025 - Current
Senior Executive customer service
Booking.com
05.2024 - 09.2025
Process Associate
IGT Expedia
01.2022 - 05.2024
Customer Care Executive
Dragonfly (Aerocity)
01.2020 - 11.2021
Bachelor of Arts -
International College of Fashion
04.2016 - 05.2019
12TH CBSE -
K.K.C Quetta DAV Sr Secondary School
03.2008 - 04.2016
10TH CBSE -
K.K.C Quetta DAV Sr Secondary School
03.2008 - 04.2014