Alfred Entrina

Customer experience professional with 12+ years managing contact center operations, team leadership, and escalated issue resolution. Led teams of 15+ members, consistently exceeding KPIs across NPS, CSAT, FCR, and AHT. Recognized with multiple performance awards including "Cruisin' and Crushin" recognition and customer commendations for handling complex escalations at Royal Caribbean International. Managed performance coaching, technical troubleshooting, process improvements, and special projects that reduced aging cases and escalation rates. Technical proficiency in CRM platforms, Avaya, workforce management tools, PowerBI, and Microsoft Office Suite. Experience spans roles as Team Leader, SME, Sales Coach, and Transition Support Specialist across telecommunications, travel, and collections industries.