Summary
Overview
Work History
Education
Skills
Certification
Links
Timeline
BusinessAnalyst
Donna May Encio

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, Rizal
04.2009

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

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Donna May EncioDialer | VoIP TSE