Efren Ryan Lasco

Developed 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.

Monitored real-time queue performance and produced intraday and end-of-day reports, providing operational insights and staffing recommendations to leadership to address forecast deviations.

Designed 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.

Monitored 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.

Provided customer technical support and troubleshooting, documenting findings to improve reporting accuracy and reduce time-to-resolution for service issues.

Assisted clients with tax inquiries and compliance, delivering high-quality service and maintaining strong customer satisfaction ratings.

Completed a Bachelor of Science in Information Systems program focusing on information systems theory and practical IT applications.