Efren Ryan Lasco
@efrenryanlasco
Workforce Management planner driving data-led operational improvements.
PhilippinesWhat I'm looking for
I am a dedicated Workforce Management Planner with over seven years of experience turning complex operational data into actionable insights that improve forecasting, scheduling, and staffing efficiency. I build and automate dashboards and reports that reduce manual effort and increase decision-making speed.
My background includes real-time analysis, global scheduling, and cross-functional collaboration to maintain SLA compliance and optimize campaign profitability. I have led initiatives that improved schedule adherence by 15% and reduced manual reporting time by 30% through automation and improved data validation.
I am proficient in Tableau, Power BI, Salesforce, advanced Excel (including VBA and pivot tables), and workforce tools such as Calabrio and Teleopti. I bring analytical rigor, attention to detail, and a focus on delivering transparent, timely reporting to support leadership and operational teams.
Experience
Work history, roles, and key accomplishments
TADeveloped and automated performance dashboards and forecasting processes that reduced manual reporting time by 30% and improved schedule adherence by 15%; collaborated with operations and training to optimize staffing and billable hours.
TAMonitored real-time queue performance and produced intraday and end-of-day reports, providing operational insights and staffing recommendations to leadership to address forecast deviations.
SSDesigned weekly workforce schedules from forecasts and client requirements, analyzed performance data to identify staffing gaps, and coordinated with WFM and operations to improve resource allocation and KPI adherence.
SSMonitored global queues and optimized real-time resource distribution across campaigns, created daily performance dashboards and interval reports to support SLA compliance and cross-unit decision making.
Technical Support Representative
HughesNet
Jan 2013 - Jan 2014 (1 year)
Provided customer technical support and troubleshooting, documenting findings to improve reporting accuracy and reduce time-to-resolution for service issues.
HBCustomer Service Representative
H&R Block
Jan 2012 - Jan 2013 (1 year)
Assisted clients with tax inquiries and compliance, delivering high-quality service and maintaining strong customer satisfaction ratings.
Education
Degrees, certifications, and relevant coursework
Tarlac State University
Bachelor of Science, Information Systems
2008 - 2012
Completed a Bachelor of Science in Information Systems program focusing on information systems theory and practical IT applications.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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