Available to hire
Hi there! I’m Giacomo Guarraggi, a results-driven Team Leader in Operations with a track record of building and motivating multilingual teams, optimizing processes, and aligning resources to deliver outstanding performance. I focus on human-centered approaches and recognition to create a positive, productive environment where people can reach their full potential.
Based in Katowice, Poland, I’ve supported clients like TikTok and Ryanair in delivering service excellence. I’m comfortable working across Europe, leading with empathy, coaching for growth, and driving continuous improvement to hit and exceed targets.
Skills
Experience Level
Intermediate
Language
English
Advanced
Italian
Advanced
Polish
Advanced
Work Experience
Guest/Partner Specialist at Booking.com
March 1, 2019 - December 1, 2021Provided support to guests and business partners, handling reservations, inquiries, and post-booking issues in English and Italian. Resolved customer and partner complaints efficiently while maintaining high quality standards and satisfaction in a fast-paced environment.
Team Leader, Customer Service Operations at Concentrix
September 1, 2023 - January 1, 2025Led and developed a multilingual customer service team, ensuring operational excellence, compliance with company policies, and consistent achievement of performance targets. Managed recruitment, onboarding, coaching, and performance management, supporting the full employee lifecycle and maintaining a positive, productive team environment. Clients included TikTok and Ryanair.
Team Leader, AI Operations at Telus Digital
January 1, 2025 - June 1, 2025Led a multilingual team reviewing AI outputs for a temporary project. Guided prompt creation, monitored outputs, and reported on quality and performance to implement improvements. Provided coaching and performance management in a fast-paced, short-term assignment.
Team Leader, Customer Service Operations at Alorica
June 1, 2025 - PresentSole point of contact for a team of 30+ agents, handling all operational, coaching, and administrative tasks in the absence of the Operations Manager. Monitored KPIs (AHT, Quality, Sales, Attendance) and implemented action plans to continuously improve performance. Managed escalations and coordinated client initiatives to ensure seamless service delivery and process optimization.
Outbound Sales Representative at Applause Inc.
September 1, 2018 - January 1, 2019Media call outbound sales role, handling outbound calls and supporting campaigns.
Team Leader & Moderator at Applause Inc.
November 1, 2021 - July 1, 2023Managed a team of moderators testing smart devices and voice assistants, ensuring compliance with protocols and quality standards. Trained and coached team members, monitored performance, and contributed to process improvements.
Education
Qualifications
Industry Experience
Media & Entertainment, Professional Services, Software & Internet, Telecommunications, Travel & Hospitality
Skills
Experience Level
Intermediate
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