Donna May Encio
Dialer | VoIP TSE
Binangonan
Summary
A client-focused technical professional with over 5 years of experience in VoIP, SIP, and call center operations. I specialize in providing expert support for clients using predictive dialers, SIP, or PBX systems. My expertise lies in optimizing workflows and implementing solutions that have significantly reduced post-release defects and fostered collaboration across departments. I am committed to leveraging a proactive approach to quality assurance to anticipate challenges and enhance the overall customer experience.
Overview
16
16
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Support QA
CommPeak-Pasig
02.2024 - Current
- Implemented a comprehensive quality assurance workflow that optimized our processes by 95%.
- Performed root cause analysis on escalated tickets, replicating user-reported bugs, and providing actionable insights that led to an 88% reduction in post-release defects.
- Served as a crucial link between the technical support and other departments, creating detailed bug reports and reproducible steps that reduced the time-to-fix for critical issues by 97%.
- Authored and maintained knowledge base articles and documentation that increased self-service resolutions by 84%.
Support Team Lead
CommPeak-Pasig
01.2023 - 01.2024
- Led a team of 10 Technical Support Engineers and ensured daily targets were met for first-call resolutions, customer satisfaction, and overall ticket queue management.
- Improved team productivity by 10% and employee satisfaction by 93% by providing coaching and support.
- Handled escalated customer concerns and provided resolutions for challenging technical issues.
- Fostered a positive and collaborative team environment, decreasing employee turnover by 95%.
Senior TSE (T2)
CommPeak-Pasig
01.2020 - 01.2023
- Oversaw daily support operations and managed ticket queues, consistently meeting or exceeding all Service Level Agreements (SLAs).
- Acted as the primary point of contact for high-priority and escalated customer issues, de-escalating tense situations, and preserving key client relationships.
- Troubleshoot network and platform issues from a server-side perspective.
- Assist in the monitoring of business and infrastructure alerts. Ensure proper escalation and coordination of monitored events or incidents.
- Perform routine health checks over and above automated monitoring to ensure the quickest detection time for service-impacting issues.
Technical Support Engineer
CommPeak-Pasig
01.2018 - 01.2020
- Investigating and resolving client inquiries.
- Assisted with feature requests and escalated to the backend developers.
- Provided remote assistance to clients, ensuring the timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Analyzed and resolved customer-reported bugs, working with the development team to ensure timely and effective fixes.
Dialer Service Desk
CommPeak-Pasig
01.2017 - 01.2018
- Creating predictive calling logic based on the client's needs.
- Identifying and resolving any dialer-related issues.
- Ensured optimal workflow by monitoring agent performance and adjusting dialing parameters accordingly.
- Maintained detailed records of customer interactions, bugs, and resolutions.
Business Care Consultant
VXI HOLDINGS INC.-Makati City
11.2016 - 12.2017
- Address and resolve customer complaints sympathetically and professionally.
- Manage high call volume with tact and professionalism.
- Respond and resolve technical needs of business customers by following appropriate call flow.
- Accurately documented, researched, and resolved customer issues.
Helpgate (Senior Fraud Analyst)
CONVERGYS PHILIPPINES INC-Makati
01.2015 - 08.2016
- Defused volatile customer situations calmly and courteously.
- Respond to and help with escalated calls and inquiries.
- Leveraged expertise in statistical analysis to identify patterns indicative of fraudulent behavior or transaction anomalies.
- Provided expert guidance on emerging fraud trends, ensuring proactive response to new threats and risks.
Fraud Analyst
CONVERGYS PHILIPPINES INC-Makati
06.2011 - 01.2015
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Evaluated customer data to identify and prevent fraudulent activities.
Technical Helpdesk Representative
Pacific Hub Corporation-Pasig
05.2009 - 01.2011
- Resolve service and technical problems of customers by asking clear and specific questions.
- Managed customer calls effectively and efficiently in a complex, fast-paced, and challenging call center environment.
- Answered telephone calls promptly and minimized delays that could lead to abandoned calls.
Education
Senior High School - Computer Technology
ACLC-Taytay
Taytay, Rizal04.2009
Skills
Customer service
Certification
THE ART OF COACHING & GIVING FEEDBACK
Links
https://www.linkedin.com/in/donna-may-encio-84bb80223/
Timeline
Support QA
CommPeak-Pasig
02.2024 - Current
Support Team Lead
CommPeak-Pasig
01.2023 - 01.2024
Senior TSE (T2)
CommPeak-Pasig
01.2020 - 01.2023
Technical Support Engineer
CommPeak-Pasig
01.2018 - 01.2020
Dialer Service Desk
CommPeak-Pasig
01.2017 - 01.2018
Business Care Consultant
VXI HOLDINGS INC.-Makati City
11.2016 - 12.2017
Helpgate (Senior Fraud Analyst)
CONVERGYS PHILIPPINES INC-Makati
01.2015 - 08.2016
Fraud Analyst
CONVERGYS PHILIPPINES INC-Makati
06.2011 - 01.2015
Technical Helpdesk Representative
Pacific Hub Corporation-Pasig
05.2009 - 01.2011
Senior High School - Computer Technology
ACLC-Taytay