Summary
Overview
Work history
Education
Languages
Affiliations
Timeline
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Gabriella Rascuna Crew

Little Stanion,Northamptonshire

Summary

Results-driven individual with experience in team leadership, training, and operational improvement across dynamic work environments. I have developed a strong foundation in people management, cross-functional collaboration, and strategic problem-solving. Adept at motivating teams, improving processes, and navigating change with resilience and adaptability. I bring clear communication, thoughtful leadership, and well-honed organisational skills to every challenge, and I’m now seeking a leadership role where I can apply these strengths to create meaningful impact, inspire growth, and elevate teams and company success.

Overview

14
14
years of professional experience
6
6
years of post-secondary education

Work history

ELT Trainer

Oxford University Press
Kettering, Northamptonshire
02.2025 - 07.2025
  • Conducted multi-channel quality audits to ensure compliance with service standards and elevate customer experience
  • Created and revised Standard Operating Procedures (SOPs) to drive consistency and operational efficiency
  • Facilitated engaging training sessions and group discussions to foster collaboration and skill development
  • Provided ongoing training support to global teams and leadership, addressing evolving knowledge gaps
  • Streamlined training workflows to build a more effective, data-driven learning programme aligned with performance goals

Customer Service Team Senior

Oxford University Press
Kettering, Northamptonshire
12.2021 - 01.2025
  • Supported the Team Leader in managing daily operations, including resource planning, platform troubleshooting, and handling escalated inquiries
  • Efficiently resolved complaints, boosting customer satisfaction and team performance
  • Led coaching and training initiatives to develop team members' skills and confidence
  • Promoted a collaborative and respectful team culture through active support and professionalism
  • Applied critical thinking to assess challenges, evaluate options, and implement effective solutions

Beavers Leader (voluntary)

Scouts UK
Stanion
09.2023 - 09.2024
  • Create a safe environment for young people.
  • Delivering a balanced and engaging program.
  • Supporting the development of young people.

Customer Service Agent

Oxford University Press
07.2019 - 12.2021
  • Responded to customer inquiries via email, live chat, and phone using in-house CRM software.
  • Escalated technical issues promptly, enhancing customer satisfaction and resolution times.
  • Collaborated with team members to elevate service quality and streamline communication.
  • Applied in-depth product knowledge to deliver accurate, personalized support.

Reservations & Events Manager

All Star Lanes Leisure Stratford Shopping Centre
08.2014 - 05.2019
  • Oversaw coordination of corporate bookings and ad hoc events, ensuring seamless planning and execution.
  • Managed daily operations of the in-house booking and reservation system to optimise service efficiency.
  • Liaised effectively with front-of-house, kitchen, and reception teams to maintain high service standards and smooth venue operations.
  • Maintained clear and effective communication with the Reservations team and Venue Managers to support operational alignment and guests’ satisfaction.

Reservationist

All Star Lanes Leisure
London
06.2012 - 08.2014
  • Managed Main Hall bookings using the Anchor Reservation System, ensuring accuracy and timely scheduling.
  • Responded promptly and professionally to emails and telephone enquiries across multiple venues.
  • Processed pre-orders for food and beverages, coordinating with relevant departments to support seamless event delivery.
  • Delivered consistently high standards of customer service to guests and clients throughout the booking process.

Service Delivery Assistant (Voluntary)

Victim Support, Highbury Magistrate Court
London, London
07.2011 - 12.2012
  • Assisted members of the public attending court by providing clear guidance and responding to sensitive enquiries
  • Managed internal and external communications in a confidential, high-pressure environment
  • Collaborated with CPS and external agencies to support case coordination and witness care
  • Processed referrals and scheduled Pre-Trial Visits to ensure smooth trial preparation
  • Maintained accurate case data using internal systems and supported administrative operations, including email handling and log management

Education

Level 3 Data & Insight for Business Decisions Apprenticeship -

Multiverse
05.2025 - 06.2026

Level 2 Certificate in Data Protection and Data Security -

Learning Curve Group
04.2025 - 07.2025

Certificate in Marketing -

Universita degli Studi di Cagliari
Cagliari, Italy
09.1999 - 06.2000

Teaching Diploma -

Scuola Magistrale
Cagliari, Italy
09.1995 - 06.1999

Languages

Italian
English
Spanish

Affiliations

  • Playing Music: Keyboard - Beginner
  • Reading

Timeline

Level 3 Data & Insight for Business Decisions Apprenticeship -

Multiverse
05.2025 - 06.2026

Level 2 Certificate in Data Protection and Data Security -

Learning Curve Group
04.2025 - 07.2025

ELT Trainer

Oxford University Press
02.2025 - 07.2025

Beavers Leader (voluntary)

Scouts UK
09.2023 - 09.2024

Customer Service Team Senior

Oxford University Press
12.2021 - 01.2025

Customer Service Agent

Oxford University Press
07.2019 - 12.2021

Reservations & Events Manager

All Star Lanes Leisure Stratford Shopping Centre
08.2014 - 05.2019

Reservationist

All Star Lanes Leisure
06.2012 - 08.2014

Service Delivery Assistant (Voluntary)

Victim Support, Highbury Magistrate Court
07.2011 - 12.2012

Certificate in Marketing -

Universita degli Studi di Cagliari
09.1999 - 06.2000

Teaching Diploma -

Scuola Magistrale
09.1995 - 06.1999

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Gabriella Rascuna Crew