Simone Ceccarelli Pratesi

I bring 10+ years of international hospitality and customer operations experience, with a focus on complaint resolution and crisis management. I’m known for handling high-priority escalations while keeping customers supported and experience quality high.

As a Customer Service Escalation Specialist (Flutter Entertainment), I’ve consistently exceeded KPIs in case resolution time and customer satisfaction. I supported 50+ customer service agents with complex escalations and complaint resolutions, coordinating with internal teams to resolve technical issues and recurring problems.

I work collaboratively across stakeholders and QA to identify root causes and implement process improvements. My approach is grounded in company policies, fast escalation handling, and clear communication under pressure.

Before this, I led operations as a Food and Beverage Supervisor at InterContinental Malta, supervising daily operations and a team of 10 staff while ensuring service quality and standards. Earlier, as a Restaurant Supervisor at Palazzo Versace Dubai, I trained and coached colleagues, supervised outlet operations, and was recognized as “Colleague of the Month, November 2018.”