Dwhynn Rewin Requiroso

Results-driven Workforce Management (WFM) Analyst, Real-Time Analyst (RTA), and Management Information Systems (MIS) professional with nearly seven years of experience in customer service, workforce planning, real-time operations, scheduling, reporting, and dashboard development within the BPO industry. Demonstrated career progression from Customer Service Representative to Subject Matter Expert and Real-Time Analyst. Skilled in workforce optimization, SLA management, data analysis, and cross-functional collaboration using industry-leading WFM and CRM platforms.

Real-Time Analyst / Management Information Systems (MIS) - Tech Mahindra

(2023-01 - 2026-06)

• Monitored real-time service levels and operational performance across multiple business units to ensure SLA compliance.
• Managed workforce schedules and staffing requirements using NICE IEX WFM.
• Tracked agent adherence and call statistics while coordinating with supervisors to optimize operational efficiency.
• Developed dashboards and operational reports using Domo and Microsoft Excel to support leadership decision-making.
• Managed user access, workforce data, and reporting requirements as the primary point of contact.
• Partnered with Recruitment, Training, Quality Assurance, Human Resources, and Operations to improve workforce planning and agent performance.

Subject Matter Expert (SME) - Tech Mahindra

(2022-01 - 2023-12)

• Provided floor support and process guidance to customer service representatives.
• Coached agents to improve quality, productivity, and KPI performance.
• Assisted supervisors with performance monitoring and issue resolution.

Customer Service Representative - Tech Mahindra

(2019-08 - 2022-12)

• Supported Canadian and U.S. retail customers through phone, chat, and email.
• Processed customer orders, refunds, warranty claims, compensation requests, and general account inquiries.
• Delivered high-quality customer service while meeting productivity and quality metrics.

Bachelor of Science - Information Technology - Misamis University (2015-01 - 2019-12)