Joshua Jimmy Fiecas

I’m a customer service and sales support professional with over 8 years of experience handling high-volume interactions, order management, and client coordination. Currently, I support the Verizon account at Alorica Philippines, managing 50+ daily interactions across billing, sales, account management, and technical troubleshooting.

I’m highly organized and proactive in flagging and resolving issues before they escalate, with a track record of resolving 95% of escalated cases successfully. I also reduced repeat contacts by 20% through effective troubleshooting for mobile devices and connectivity issues.

I was promoted to Subject Matter Expert (SME) Coach and Virtual Ramp Support, where I lead onboarding and performance coaching across global teams. I mentor 20+ agents, improve onboarding efficiency by 30%, and boost agent performance scores by 15% through coaching sessions and performance reviews.

I work confidently with CRM systems and collaboration tools, using platforms like Salesforce and LivePerson along with Slack and Microsoft Teams. I also support multi-channel communication, including social media support for Facebook and Instagram, while focusing on client retention and loyalty through strong service delivery.