Marco Rapicavoli
Barcelona
Summary
Experienced people and operations manager with a proven track record in team leadership, performance management, customer-facing operations, and business development across multiple industries.
Over the course of my career, I have led multilingual teams, managed complex operational processes, developed performance strategies, and collaborated closely with HR, planning, quality, and senior management departments to drive business results.
My professional journey combines corporate leadership experience with entrepreneurship. Before leading content moderation operations for international markets, I worked in banking and technology sales, consistently achieving ambitious commercial targets. I also founded and managed my own restaurant business in Barcelona, overseeing its complete renovation, concept development, menu creation, staff recruitment, daily operations, budgeting, and customer experience.
This combination of corporate management, sales expertise, and hands-on business ownership has strengthened my ability to lead teams, optimize performance, manage change, and deliver results in fast-paced environments.
Overview
4
4
Languages
26
26
years of professional experience
Work history
Team leader
Teleperformance
Barcelona
2019.08 - 2026.03
- Led multilingual content moderation teams, ensuring the achievement of operational, quality, and productivity targets. Monitored team performance through KPI analysis and implemented action plans to improve results and efficiency. Conducted performance reviews and business reviews with clients (WBR, MBR, and QBR), presenting results and improvement strategies. Collaborated with clients and internal stakeholders to identify opportunities for process optimization and service enhancement. Provided daily coaching, support, and performance feedback to team members, fostering engagement and professional development. Analyzed operational data and trends to support decision-making and drive continuous improvement initiatives. Managed team planning, workload distribution, and goal setting to ensure consistent delivery of business objectives.
Gastrocafe Casa Rhama
Casa Rhama
Barcelona
2018.05 - 2019.06
- Led the complete renovation and launch of an independent restaurant concept. Managed all business operations, including budgeting, supplier negotiations, licensing, and compliance. Designed the menu and customer experience strategy. Recruited, trained, and supervised restaurant staff. Oversaw daily operations, financial performance, inventory management, and service quality. Developed marketing initiatives and local business partnerships to drive customer acquisition.
Senior sales account manager
SELLBYTEL GROUP HP STORE ITALIA
Barcelona
2014.04 - 2018.04
- Managed inbound B2B sales activities, providing consultative solutions to business customers across the Italian market. Consistently exceeded sales targets, generating over €1 million in annual revenue through technology product sales. Designed and configured customized HP workstation solutions tailored to clients' business requirements. Developed long-term customer relationships, identifying opportunities for upselling and cross-selling. Prepared quotations and advised customers on professional HP hardware and technology solutions.
Marco Rhama – Freelance DJ & Event Professional F
Marco Rhama
Barcelona
2010.06 - 2014.04
- Managed relationships with venues, promoters, and private clients across Barcelona's hospitality and entertainment sector. Coordinated event logistics and delivered live performances for diverse audiences. Developed a personal brand and client network through business development and customer relationship management. Managed scheduling, contract negotiations, and business operations as a self-employed professional.
Manager
Citibank Italia
Barcelona
2005.06 - 2010.09
- Promoted to Team Manager within the first year based on performance and leadership potential. Successfully coordinated the operational migration of Citibank Italy's Credit Bureau Operations department from Milan to Barcelona, including process transfer, team setup, and operational stabilization. Led the newly established Barcelona-based Credit Bureau team, overseeing daily operations and performance management. Managed relationships and reporting processes involving major credit bureaus and credit information agencies. Monitored operational KPIs and implemented process improvement initiatives to increase efficiency and service quality. Provided coaching, training, and ongoing support to team members. Managed private banking customer portfolios and delivered financial product solutions, generating over €2 million in sales. Handled complex customer cases related to credit reporting, credit bureau records, and financial account management.
Chef de rang
Luce e Gas
Turin
2000.04 - 2005.06
- Hospitality professional with experience as a Chef de Rang in high-end restaurants in Turin, Italy. Specialized in delivering excellent service, personalized customer care, and seamless coordination between the kitchen and front-of-house to ensure a top-tier dining experience. Proven ability to thrive in demanding, fast-paced environments with rigorous service standards, manage guest incidents effectively, and work collaboratively in teams while maintaining a highly professional attitude focused on customer satisfaction.
Education
Tecnico Arquitecto - Edificación y obra civil
Istituto tecnico estatal Guarino Guarini
TurinSkills
Planning and organization
Decision-making
Effective communication
Communication
Data analysis
KPI analysis
B2B
Leadership
Team leadership
Project management
Restaurant management
Administrative personnel management
Customer service management
Customer management
Hospitality management
Ability to motivate
Hospitality
Multidisciplinary team leadership
Customer orientation
Planning
Training planning
Reports
Customer relations
Problem-solving
Staff supervision
Telemarketing
Sales of financial products and services
Microsoft Office
Idiomas
Italiano
Español
Inglés
Catalán
Personal Information
Formación
other
Idiomas
5,C1,5,C1,6,C2
Timeline
Team leader
Teleperformance
2019.08 - 2026.03
Gastrocafe Casa Rhama
Casa Rhama
2018.05 - 2019.06
Senior sales account manager
SELLBYTEL GROUP HP STORE ITALIA
2014.04 - 2018.04
Marco Rhama – Freelance DJ & Event Professional F
Marco Rhama
2010.06 - 2014.04
Manager
Citibank Italia
2005.06 - 2010.09
Chef de rang
Luce e Gas
2000.04 - 2005.06
Tecnico Arquitecto - Edificación y obra civil
Istituto tecnico estatal Guarino Guarini