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
2025.02 - 2025.07
- 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
2021.12 - 2025.01
- 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
2023.09 - 2024.09
- 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
2019.07 - 2021.12
- 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
2014.08 - 2019.05
- 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
2012.06 - 2014.08
- 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
2011.07 - 2012.12
- 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
2025.05 - 2026.06
Level 2 Certificate in Data Protection and Data Security -
Learning Curve Group
2025.04 - 2025.07
Certificate in Marketing -
Universita degli Studi di Cagliari
Cagliari, Italy 1999.09 - 2000.06
Teaching Diploma -
Scuola Magistrale
Cagliari, Italy 1995.09 - 1999.06
Languages
Italian
English
Spanish
Affiliations
- Playing Music: Keyboard - Beginner
- Reading
Timeline
Level 3 Data & Insight for Business Decisions Apprenticeship -
Multiverse
2025.05 - 2026.06
Level 2 Certificate in Data Protection and Data Security -
Learning Curve Group
2025.04 - 2025.07
ELT Trainer
Oxford University Press
2025.02 - 2025.07
Beavers Leader (voluntary)
Scouts UK
2023.09 - 2024.09
Customer Service Team Senior
Oxford University Press
2021.12 - 2025.01
Customer Service Agent
Oxford University Press
2019.07 - 2021.12
Reservations & Events Manager
All Star Lanes Leisure Stratford Shopping Centre
2014.08 - 2019.05
Reservationist
All Star Lanes Leisure
2012.06 - 2014.08
Service Delivery Assistant (Voluntary)
Victim Support, Highbury Magistrate Court
2011.07 - 2012.12
Certificate in Marketing -
Universita degli Studi di Cagliari
1999.09 - 2000.06
Teaching Diploma -
Scuola Magistrale
1995.09 - 1999.06