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Ebrahim Moises

@ebrahimmoises

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I resolve technical issues, retain customers, and support remote teams across omnichannel BPO environments.

Philippines

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What I'm looking for

I'm looking for a full-time remote support role where I can resolve customer and technical issues, improve retention, support team onboarding, and work across US, UK, or AU time zones.

I've supported customers and remote teams at Alorica across messaging, virtual ramp support, and customer service roles.

As a Loyalty Retention Messaging Specialist, I handled high-volume customer interactions, de-escalated complex complaints, and documented resolution steps to help reduce churn and strengthen brand loyalty.

In Virtual Ramp Support, I mentored new hires on tools, process compliance, and live customer-resolution strategies while providing real-time troubleshooting for virtual agents.

Earlier at TeleTech, I guided Verizon FiOS and Logitech customers through broadband, TV, hardware, and software troubleshooting, translating technical issues into clear next steps.

Experience

Work history, roles, and key accomplishments

Loyalty Retention Messaging Specialist

Alorica

Mar 2026 - Aug 2026 (5 months)

Managed high-volume customer interactions via messaging channels, delivering clear and empathetic written communications. Utilized retention techniques to de-escalate complaints, reducing churn and strengthening brand loyalty.

Messaging Support Customer Retention De escalation Documentation

Virtual Ramp Support II

Alorica

Jan 2023 - Mar 2026 (3 years 2 months)

Mentored and assisted new support hires during onboarding, guiding them on tool usage and process compliance. Provided real-time troubleshooting and operational support to virtual agents to meet KPIs.

Onboarding Mentor Troubleshooting Virtual Support KPI Management

Customer Service Representative I

Alorica

Apr 2017 - Jan 2023 (5 years 9 months)

Addressed customer inquiries and service requests across multiple channels. Identified root causes of dissatisfaction and delivered tailored solutions to improve resolution metrics and CSAT.

Customer Service Active Listening Problem Solving CSAT Multichannel Support

Technical Support Representative I

TeleTech (now TTEC)

Aug 2016 - Mar 2017 (7 months)

Delivered primary technical support for broadband and TV service issues, guiding customers through diagnostics. Translated complex concepts into user-friendly instructions to improve first-contact resolution.

Technical Support Troubleshooting Ticketing Systems FCR

Technical Support Representative I

TTEC

Aug 2015 - Mar 2016 (7 months)

• Delivered primary technical support for broadband and TV service issues, guiding customers step-by-step through diagnostic
procedures.
• Translated complex technical concepts into accessible, user-friendly instructions to improve first-contact resolution (FCR).
• Logged and escalated detailed technical support tickets in full compliance with corporate procedures.