Tommaso Bistarini
@tommasobistarini
I lead AI technical support operations, improving quality, queue performance, and API case resolution.
PortugalWhat I'm looking for
I'm supporting the launch and growth of BytePlus AI technical support operations at Concentrix, serving as the operational point of contact between agents and the client. I investigate API integration, authentication, billing, and AI service cases across ModelArk and Lumina.
I reproduce requests with Postman and cURL, modify JSON payloads, interpret HTTP responses, and use Request and Task IDs to investigate technical cases. I also coach agents, validate candidates, review training content, and collaborate directly with the client.
Across AI validation, content moderation, and customer support operations, I've led multilingual teams of up to 19 FTE. I raised QA from approximately 65% to a sustained 90–98% and reduced queue latency from around 20 minutes to 8–10 minutes through structured coaching and real-time management.
Earlier, I delivered onboarding and continuous training for travel insurance and retail projects, supporting around 80 trainees across European markets. My background combines customer support, technical troubleshooting, quality management, training, and client-facing operational leadership.
Experience
Work history, roles, and key accomplishments
Oversee production for a new AI technical support operation, acting as operational POC between agents and the BytePlus client. Support technical inquiries across BytePlus ModelArk and Lumina, including API integration and troubleshooting.
Led a 14-19 FTE Italian-market content moderation team and supervised additional European markets. Raised average QA from approximately 65% to 80-85% within the first month and stabilized at 90-98%.
Managed a 7-FTE multilingual team supporting AI tool validation, annotation and rollout activities. Oversaw agent work on AI-generated response validation, feature testing, and annotation workflows.
Led a 13-FTE customer support team for the French market, with responsibility for quality, occupancy, coaching, and operational performance. Sustained average QA at approximately 95% and occupancy at approximately 85%.
Business Trainer - Travel Insurance Project
Webhelp
Apr 2023 - Jul 2024 (1 year 3 months)
Delivered onboarding and continuous training across multiple markets, contributing to approximately 80 trainees over two years. Created supplemental training materials and assessments.
Business Trainer - Retailer Project
Webhelp
Jun 2022 - Mar 2023 (9 months)
Delivered onboarding and refresher training, created guides and job aids, identified knowledge gaps and planned targeted upskilling sessions. Provided SME support and participated in client-facing meetings.
Brand Ambassador Agent (Customer Support)
Webhelp
Jun 2021 - Jun 2022 (1 year)
Managed phone and email support with end-to-end case ownership, troubleshooting Philips Hue products and resolving complaints, returns, refunds and replacements. Supported B2B customers with triage and escalations.
Computer Shop Assistant
NicoGroup
Sep 2019 - Oct 2019 (1 month)
Assisted in a computer shop, providing customer service and technical support.
Technical Assistant
Telenet
Jan 2019 - Feb 2019 (1 month)
Provided technical assistance and support.
Customer Service Support
Habsolution di Angelo Mariotti
Apr 2018 - May 2018 (1 month)
Provided customer service support.
Education
Degrees, certifications, and relevant coursework
ITIS Tito Sarrocchi
Diploma, Computer Science and Telecommunications
Diploma in Computer Science and Telecommunications from ITIS Tito Sarrocchi, Siena, Italy, completed in 2020.
Tech stack
Software and tools used professionally
Availability
Location
PortugalAuthorized to work in
Job categories
Skills
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