# Erine Canlas

Erine Canlas is a remote worker on Himalayas, Workforce Management Analyst at Upstart, based in United States.

Source: https://himalayas.app/@erinecanlas

```text
Workforce Management Analyst at Upstart who improved service levels and schedule adherence through staffing analysis.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | United States |
| Authorized to work in | United States |
| Salary expectations | 60k+ USD |
| Job categories | Workforce Management Analyst, Workforce Management Specialist, Capacity Planning Specialist, Workforce Analyst |
| Skills | Workforce Management, Capacity Planning, Workforce Strategy, Forecast Variance Analysis, Scheduling, Intraday Management, Shrinkage Planning, Workforce Planning, Service Level Management, KPI Management, Workforce Analytics, Workforce reporting, WFM Platform Implementation, Vendor Performance Management, Overtime Management |
| LinkedIn | https://linkedin.com/in/efcanlas |

## About

```text
At Upstart, I supported workforce planning for approximately 300 frontline agents across three lending operations and six vendor partners. I translated interval-level forecast variances and staffing trends into recommendations, helping improve daily service levels and schedule adherence.

I owned end-to-end schedule creation and maintenance, made intraday staffing adjustments, and advised on overtime and time-off availability. I also partnered with Forecasting and FP&A on model feedback, headcount requirements, and staffing projections.

At Upstart, I played a key role in implementing NICE IEX and Genesys, supporting requirements gathering and testing while leading account setup, scheduling configuration, rollout planning, and stakeholder training. I also helped establish the initial Real-Time Adherence function with manual tracking processes, dashboards, and SOPs.

Earlier, at MGM National Harbor, I prepared weekly schedules for food and beverage and casino gaming teams in a 24/7 operation. My experience also includes client implementation at eBallot, strategic retail accounts at Simply Wireless, and guest operations at The Ritz-Carlton, Pentagon City.
```

## Experience

### Workforce Management Analyst

[Upstart](https://himalayas.app/companies/upstart). Jun 2022 - Jun 2026

```text
Supported workforce planning for approximately 300 frontline agents across three lending operations and six vendor partners. Improved service levels from 75% to 85-90% and schedule adherence from 75% to 85%.
```

Skills: NICE-IEX, Genesys, Workforce-Management, Capacity-Planning, Forecasting, Scheduling, Intraday-Management, Real-Time-Adherence, Data-Analysis, SQL, Excel, Google-Sheets, Dashboard-Development, Operational-Reporting, KPI-Analysis

### Workforce Management Specialist

MGM National Harbor. Sep 2020 - Jun 2022

```text
Partnered with department leaders across a 24/7 hospitality and entertainment operation spanning nearly 30 outlets and more than 3,000 employees. Prepared and published weekly schedules for food & beverage and casino gaming teams.
```

Skills: Workday, Virtual-Roster, Workforce-Management, Scheduling, Labor-Management, Attendance-Management, Leave-Management, Collective-Bargaining-Agreements

### Rooms Controller

The Ritz-Carlton, Pentagon City. Nov 2019 - Sep 2020

```text
Coordinated daily room inventory and guest needs across Front Office, Housekeeping, Engineering, and Reservations. Generated nearly $7,000 in incremental room-upgrade revenue through guest engagement.
```

Skills: Guest-Service, Hotel-Room-Inventory, VIP-Services-Coordination, Service-Recovery, Revenue-Generation, Front-Office-Operations, Housekeeping-Coordination, Engineering-Coordination, Reservations-Management

### Front Desk Associate

The Ritz-Carlton, Pentagon City. Nov 2018 - Nov 2019

```text
Delivered high-touch, personalized guest service from arrival through departure. Selected as a departmental Learning Coach and recognized as a '5 Star Employee' for Q2 2019.
```

Skills: Guest-Service, Front-Desk-Operations, Training, Coaching, Service-Recovery, Customer-Satisfaction

### Engagement Manager

eBallot. Jan 2017 - Dec 2018

```text
Managed the post-sale client journey for enterprise SaaS governance solutions. Onboarded 20+ clients and contributed to 64% year-over-year enterprise growth and a 24% increase in average deal size.
```

Skills: Client-Onboarding, Implementation-Planning, Customer-Adoption, Relationship-Management, SaaS, Enterprise-Software, Project-Management, Cross-functional-Coordination

### Account Manager

Simply Wireless. Jan 2009 - Dec 2017

```text
Owned strategic relationships with HSN and QVC, supporting 500+ consumer product campaigns representing approximately $100M in cumulative gross sales. Negotiated commercial terms and developed custom product bundles.
```

Skills: Account-Management, Strategic-Partnerships, Retail-Merchandising, Product-Launch, Negotiation, Vendor-Management, Cross-Functional-Collaboration, Customer-Insights

## Tech stack

- Workday
- HubSpot
- Google Workspace
- Google Sheets
- Microsoft Excel
- Genesys
- SQL
- UKG
- ChatGPT
- Claude
- Microsoft Office
- Microsoft Copilot

To contact Erine, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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