Andrea Torlai

Owned day-to-day guest operations across multiple properties, covering booking flows, guest communications, escalations, and service recovery. Managed outsourced support teams, driving SLA adherence, quality control, performance routines, and consistent guest-facing service delivery. Built workflow automations for partner communication and reporting using AI tools, reducing manual coordination and improving visibility across operational activities.

Owned end-to-end customer and tax operations for Italy, Spain, and Australia, covering service delivery, compliance readiness, staffing, OPEX-linked resource planning, and cost control. Led and scaled an international organization of 40+ ICs and managers across internal teams and outsourced partners across customer support, KYC, and tax operations, owning onboarding, training, performance reviews, weekly reporting, and contract-conditions.

Led customer support and tax operations for Italy and Spain during a scale phase, aligning staffing, SLA performance, and operational readiness. Launched a new European market in under 60 days, coordinating support setup, outsourcing readiness, SOPs, and cross-functional execution. Increased product conversion by 7% by partnering with Product and Design to translate customer friction into problem statements, assumptions, and app-configuration improvements.

Launched Italian operations in under 90 days, including support setup, outsourcing partner activation, onboarding, and process documentation. Maintained strong support SLAs during fiscal-season peaks, with <24h email response times and <5 min chat response times. Defined SOPs, QA routines, and escalation paths to stabilize service delivery during seasonal volume peaks.

Key contact and manager for the agents. Organizing daily schedule, trainings and reportings. Escalating topics to different departments and recruiting new agents.

Taking care of customers enquiries via emails and calls. 1st level and 2nd level investigation.

Designing and drawing restoration projects for industrial buildings, interiors and objects design. Building surveys. Graphic and rendering.

Designing and drawing restoration projects for old rural buildings. Office accounting and administration. Graphic and rendering.