Summary

Skills

Work History

Timeline

Education

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Donna May Encio

Binangonan,RIZ

Summary

An experienced technical professional with an emphasis on client service, I have experience in VoIP, SIP, and call center operations. A specialist in providing expert support for predictive dialers, SIP, and PBX systems. Expertise in optimizing workflows and implementing solutions that minimize post-release defects while fostering cross-functional collaboration. Dedicated to leveraging a proactive approach to quality assurance, which anticipates challenges and improves the overall customer experience.

Skills

Core Telephony: SIP (Session Initiation Protocol), VoIP Troubleshooting, Voice Call Flows, PBX Systems, Predictive Dialers

Operations & Incident Management: Incident Response, Multi-Tier Triage, Cross-Functional Escalation, SLA Adherence, Ticket Handling

Application Troubleshooting: Web Application Diagnostics, Log Analysis, System Behavior Tracking, Defect Reduction

Development & Automation: Google Apps Script (GAS), Web App Development, Database/Sheet Tracking Workflows

Work History

Senior NOC Engineer (Tier 2) & QA

CommPeak

Pasig, Philippines

01.2017 - Current

VoIP & SIP Troubleshooting: Diagnose complex voice-related issues, trunk call failures, and voice quality anomalies across predictive dialers and PBX environments to quickly isolate internal vs. provider-related faults.
Incident Triage & Escalation: Act as the primary point of contact for high-priority escalated customer technical issues. Perform initial validation and detailed bug reporting, bridging the gap between support and development to accelerate critical resolution times by 97%.
Process Adherence & SLA Compliance: Spearheaded the foundation of the operational QA workflow, directly collaborating with leadership to align client-facing support services with strict SLA standards and optimizing standard troubleshooting procedures by 95%.
Application Troubleshooting & Log Analysis: Performed comprehensive root cause analysis on escalated tickets using system logs and performance analytics, yielding an 88% reduction in post-release defects.
Ticket Handling & Documentation: Managed end-to-end customer queries through asynchronous ticketing systems, ensuring transparent and clear communication while authoring knowledge base documentation that boosted customer self-service by 84%.
Team Leadership & Operations Mindset: Supervised and coached a shift-based team of 10 Technical Support Engineers to ensure daily targets for first-call resolution and client satisfaction were achieved, expanding team productivity by 10%

Business Care Consultant

VXI Global Solutions

Makati, Philippines

11.2016 - 12.2017

Customer Communication & Support: Managed high-volume client queues with professional attentiveness, resolving the technical needs of business customers by adhering strictly to corporate call flow procedures.
Ticket Documentation: Accurately researched, tracked, and documented customer service interactions and technical disruptions within CRM database systems

Senior Fraud Analyst

Convergys

Makati, Philippines

06.2011 - 08.2016

Escalation Coordination: Handled escalated customer issues and de-escalated volatile, time-sensitive situations calmly and professionally.
Cross-Functional Support: Assisted front-line technical support agents with structured inquiries, g operational workflows, and complex case handling.

Technical Helpdesk Representative

PacificHub Corporation