Gina Miranda

Hi! I'm Gina. I'm from Davao City, which is in the Southern part of Mindanao. I graduated bachelor of science with a degree in Computer Engineering. Though I never completely practiced it as my career, my work experience was always in the office and doing tasks that uses administrative tools for emailing, creating documents and presentations, as well as spreadsheets. 

 My first role in the Workforce Management Department is being a Real-Time Analyst. My multitasking skills was honed here while handling financial and sales account. I managed real-time call queues and schedule adherence of the agents. I also pose as the main point of contact whenever there is a system outage with the tools that hinder agents from assisting their customers and report it to the business leaders. Then I got promoted as a Scheduler, where I do administrative tasks such as creating schedules, maintaining database, attending client call meetings (clients from Colorado, Chicago, and Cincinnati in the US, and Kingston in Canada). I also create weekly and month-end performance reports. I also worked as a WorkForce Tool Admin at Startek International Limited. I support process auditing , process improvement and management of tools such as Aspect Ewfm and AVAYA CMS Supervisor. 

My job includes tasks such as call forecasting, scheduling, seat plan optimization and real time management for various accounts (e.g. ISPs, Airline, and Telecoms).