Izaiah John Candia

Detail-oriented professional with 8+ years in BPO operations, including 4 years as a Workforce Management Analyst working daily with structured data, reports, and spreadsheets. Skilled at reviewing records for accuracy, organizing information, spotting inconsistencies, and reporting discrepancies for further review. Proficient in Google Sheets and Microsoft Office, including VLOOKUP, COUNTIF, and other lookup and logic functions.

Accustomed to following documented procedures and working independently to keep business information accurate and up to date.

Workforce Management Analyst

(2022 - 2026)

• Maintained accurate schedules, staffing, and performance data in spreadsheets and workforce systems (Genesys), keeping information current and consistent
• Used Google Sheets formulas (VLOOKUP, COUNTIF, and other lookup and logic functions) to organize, cross-check, and summarize data
• Reviewed reports and records to catch discrepancies and trends early, then reported issues and recommended corrective actions
• Prepared recurring data summaries and performance reports for leaders and clients
• Followed established procedures to organize and document information consistently
• Achieved and sustained 85%+ service level across all lines of business through accurate, timely data and real-time adjustments
• Coordinated across teams to align priorities and deadlines in a remote, deadline-driven environment

Customer Service Associate

(2017 - 2022)

• Entered and updated customer information accurately while resolving inquiries and escalations across multiple digital channels
• Followed documented processes and quality standards, applying feedback to improve accuracy
• Supported onboarding of new employees by sharing process knowledge and best practices

Bachelor of Science - Elementary Education - Negros Oriental State University