Alfred Entrina

ALFRED TOSCO ENTRINA Client Support Expert | Accounts Manager | Business Process Supervisor 📍 Cavite, Philippines PROFESSIONAL SUMMARY Customer Experience Leader | Operations Manager | Resolution Specialist | Team Coach Customer experience professional with 12+ years of expertise in managing contact center operations, team leadership, and escalated issue resolution. Proven ability to lead teams of 15+ members and consistently exceed KPIs across NPS, CSAT, FCR, and AHT. Recognized with multiple performance awards, including “Cruisin’ and Crushin” and customer commendations for handling complex escalations at Royal Caribbean International. Skilled in performance coaching, technical troubleshooting, process improvements, and special projects that reduced aging cases and escalation rates. Technically proficient 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. CORE COMPETENCIES • Customer Service & Relationship Management • Team Leadership & Performance Coaching • Conflict Resolution & Escalation Handling • Technical Troubleshooting & Process Improvement • Data Analysis & Reporting (PowerBI, Excel) • Professional Email Communication • Sales Coaching, Upselling & Cross-Selling • Compliance Management & Quality Assurance TECHNICAL SKILLS CRM Systems, Avaya, Microsoft Office Suite (Excel, PowerPoint, Outlook, Word), PowerBI, Workforce Management Tools, Quality Monitoring Platforms, Ticketing Platforms, Knowledge Base Systems, Adobe InDesign, Adobe Photoshop, Billing Platforms PROFESSIONAL EXPERIENCE Royal Caribbean International • Escalated Support, Guest Experience | June 2023 – Present • Achieved 98% QA score while exceeding productivity targets (32 vs. 23 benchmark). • Earned multiple customer commendations for professionalism, empathy, and timely resolution of complex escalated issues. • Managed escalated booking and reservation cases referred by Business Development Specialists and Strategic Account Managers on behalf of travel agencies. • Acted as backup for Correspondence Team (email-based support) and Photo Team, ensuring continuity during peak periods. • Utilized CRM systems and Avaya for case tracking and compliance. • Advocate, Guest Experience Call Center | July 2022 – May 2023 • Awarded “Cruisin’ and Crushin” recognition for outstanding performance in 2024 and 2025. • Led special project to reduce aging cases through proactive measures and timely agent feedback. • Delivered post-cruise support for billing discrepancies and onboard experience concerns. • Consistently exceeded KPI targets across NPS, FCR, and AHT. RMS Collect (IQOR Philippines) • Team Leader | October 2021 – June 2022 • Led team of 15 members, achieving top performance metrics across CSAT, AHT, FCR, and NPS. • Provided individualized coaching and real-time call monitoring to improve agent performance. • Collaborated with cross-functional teams to streamline processes and enhance workflow efficiency. • Customer Resolution Expert | November 2020 – September 2021 • Maintained high CSAT scores and reduced repeat contacts through effective problem-solving. • Prepared performance reports and analyzed data using PowerBI to identify improvement opportunities. • Senior Expert | June 2019 – October 2020 • Acted as SME and provided leadership coverage during absences. • Assisted in training and mentoring new hires and existing team members. • Tech Expert | January 2019 – June 2019 • Resolved complex technical issues, reducing escalation rates and improving FCR scores. • Account Expert | May 2018 – January 2019 • Delivered exceptional customer service for billing, phone plans, and device upgrades. SUMMARY OF ACHIEVEMENTS • Led team to achieve 99% CSAT, 95% FCR, 94% NPS, and 8-minute AHT, earning recognition for operational excellence at IQOR. • Earned “Cruisin’ and Crushin” award for consecutive years with 98% average QA score and multiple customer commendations at Royal Caribbean International. EDUCATION • Cavite State University – Cavite City Campus • Bachelor of Secondary Education, Major in English | June 2009 – April 2013 Certifications • Licensed Teacher (2013)