Catherine Ordonez
About Catherine Ordonez
Catherine Ordonez is a VoIP Engineer with a background in telecommunications and international business. She has worked in various roles, including Incident Manager and Application Analyst, and currently serves as a VoIP Engineer at Sinch since 2019.
Work at Sinch
Catherine Ordonez has been employed at Sinch as a VoIP Engineer since 2019. In her role, she serves as the primary point of contact for cross-functional teams, customers, and providers in both the United States and Sweden. She has configured analytics dashboards and alarms that have effectively prevented quality degradation and minimized service disruptions. Her contributions have focused on enhancing service reliability and improving operational efficiency.
Previous Experience in Telecommunications
Before joining Sinch, Catherine worked at Cable & Wireless Communications from 2014 to 2017 as an Incident Manager and Proactive Voice Quality Assurance Engineer. During her three years in Tegucigalpa, Honduras, she was responsible for managing incidents and ensuring voice quality standards were met. Following her tenure there, she served as an Application Analyst at Bouquet.ai for five months in 2018, based in the San Francisco Bay Area.
Education and Expertise
Catherine Ordonez holds a Bachelor of Engineering in Telecommunications Engineering from Universidad Tecnológica Centroamericana, which she completed from 2010 to 2014. She furthered her education at Hult International Business School, where she earned a Master's degree in International Business from 2017 to 2018 and a Master's degree in Business Analytics from 2018 to 2019. Additionally, she has a Bachelor of Applied Science (B.A.Sc.) from Instituto Sagrado Corazón de Jesús.
Achievements in Technical Support
Throughout her career, Catherine has made significant improvements in internal service level agreements (SLAs) and technical support troubleshooting methods. These enhancements have led to a reduction in daily incidents and increased customer satisfaction. Her focus on proactive quality assurance and efficient incident management has contributed to the overall performance of the teams she has worked with.