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Francis Isaac Caasi

@francisisaaccaasi

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Executive Assistant and Workforce Management expert optimizing operations with data-driven scheduling.

Philippines

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What I'm looking for

I seek a role combining executive support and WFM responsibilities where I can apply data-driven scheduling, cross-team coordination, and operational optimization.

I am an Executive Assistant and Workforce Management professional with over ten years' experience leading scheduling, forecasting, and real-time operations for global campaigns. I combine deep operational expertise with executive support, translating analytics into optimized schedules, staffing strategies, and efficient administrative execution.

My background includes senior WFM roles, client-facing concierge support, patient liaison duties, and direct assistance to directors—delivering project coordination, calendar management, CRM data validation, and cross-team collaboration using tools like Asana, monday.com, ZenDesk, and Google Suite.

Experience

Work history, roles, and key accomplishments

Senior Workforce Analyst

iQor Philippines

Jan 2024 - Jan 2025 (1 year)

Developed and managed multi-week staffing forecasts and schedules, oversaw real-time operations and analyst reporting, and led WFM strategy for service levels and campaign launches to optimize labor efficiency.

Workforce Management Forecasting Scheduling Capacity Planning RTA Reporting

Client Concierge / Executive Assistant

Baxter-Clewis Cybersecurity Training Academy

Jan 2023 - Jan 2024 (1 year)

Supported the Success Advisor Director by managing calendars, taking meeting notes, handling help desk tickets via Zendesk, and coordinating tasks with other EAs using Asana and monday.com.

Executive Support Calendar Management Zendesk Asana Monday.Com Meeting Minutes File Organization Client Relations

Patient Liaison

Dr Justin Saliman MD

Jan 2023 - Dec 2023 (11 months)

Managed inbound/outbound patient communications, validated documentation in Zoho CRM and DrChrono, scheduled consultations, and maintained patient records across Google Suite and CTM to ensure data accuracy.

Zoho CRM Scheduling Google Workspace Data Validation Communication Critical Thinking

Senior Workforce Analyst

OrderSolutions

Jan 2021 - Jan 2023 (2 years)

Created and managed schedules, monitored over/under staffing, supervised RTA tasks and reports, uploaded client-approved forecasts to WFM platform, and incorporated leaves and training into schedules.

Scheduling Forecasting Leave Management Forecast Uploads

Senior Workforce Management Coordinator

Sitel Philippines

Jan 2011 - Jan 2021 (10 years)

Forecasted and staffed agents using analyzed call patterns and historical data, monitored real-time performance to optimize schedules, and acted as primary WFM partner for service level and labor strategy.

Forecasting Workforce Planning Monitoring Reporting