Looking for a job

Shine Destajo

@shinedestajo

Customer support and quality professional at IGT Solutions who analyzed 100+ weekly interactions and helped improve team quality scores by 12%.

Philippines

Message

At IGT Solutions, I analyzed 100+ weekly customer interactions as a Quality Executive, identifying recurring service gaps and contributing to a 12% improvement in team quality scores.

As a CSR - Travel Associate at IGT Solutions, I handled 70–90 daily inquiries about flight schedules by phone, chat, and email, with a 95% customer satisfaction rate.

At Elite Global Sourcing, I resolved game and account concerns as a CSR - Senior Game Master and generated reports on player sentiment and ticket resolution. I also worked as a Personal Assistant, supporting attendance records and executive email correspondence.

Experience

Work history, roles, and key accomplishments

Quality Executive

IGT Solutions

Mar 2024 - Nov 2024 (8 months)

Analyzed 100+ weekly customer interactions to identify service gaps, contributing to a 12% improvement in team quality scores. Conducted quality assurance audits and KPI evaluations, and coordinated calibration meetings.

Quality Assurance KPI Analysis Root Cause Analysis Outlook Microsoft Teams Data Analysis Documentation

CSR - Travel Associate

IGT Solutions

Aug 2022 - Mar 2024 (1 year 7 months)

Managed 70-90 customer inquiries daily via phone, chat, and email, resolving flight schedule concerns with a 95% satisfaction rate. Maintained documentation and coordinated between crew and scheduling departments.

Customer Service Communication Skills Microsoft Teams Email Management Research Documentation

CSR - Senior Game Master

Elite Global Sourcing

Jul 2018 - Sep 2021 (3 years 2 months)

Managed daily email inquiries, resolving in-game concerns with a 90-95% first-contact resolution rate. Generated reports, monitored player sentiment, and conducted audits for SOP adherence.

Customer Service Email Management Data Analysis Reporting Trello Skype Microsoft Teams Social Media Monitoring

Personal Assistant

Richard N. Santos & Associates

Aug 2017 - Oct 2017 (2 months)

Supervised employee attendance and time-tracking records for payroll accuracy. Streamlined executive email correspondence, reducing response times by 25% and maintaining records for 50+ meetings.

Time Management Payroll Email Management Record keeping Attention To Detail