Rebecca Sarney
Bracknell
Summary
Experienced professional with a strong background in call centre operations, customer service, and administrative support. Demonstrates exceptional telephone etiquette, effective problem-solving abilities, and excellent time management skills. Proficient in Microsoft Outlook, Word, and Excel, with expertise in schedule management and staff education and training. Skilled in employee management and fostering positive customer relations to drive organisational success. Committed to leveraging these competencies to enhance operational efficiency and deliver outstanding results.
Overview
28
28
years of professional experience
1
1
Certification
Work history
Workspace Solutions Manager
Mitie Connected Workspace
2020.11 - 2026.02
- Provide expert support on space-booking solutions, ensuring excellent customer experience throughout project delivery and post-implementation.
- Work closely with sales, clients, and vendors to deliver accurate, effective solutions.
- Act as the main point of contact for all system-related queries and escalations.
- Support continuous improvement through system updates, user feedback, and process refinement.
- Relevance to JD: Mirrors supporter-journey management, cross-department collaboration, and outsourced partner oversight.
Safeguarding Officer Volunteer
FC Bracknell and Ascot United FC
Bracknell, Bracknell Forest
2021.01 - 2026.02
- Lead safeguarding strategy and compliance across two clubs, ensuring safe, positive experiences for children, young people, volunteers, and families.
- Act as primary contact for concerns, managing sensitive cases with professionalism and empathy.
- Maintain accurate, GDPR-compliant safeguarding records and reporting.
- Deliver training, guidance, and support to staff, volunteers, and senior leaders.
- Conduct culture checks, compliance visits, and parental engagement sessions.
- Manage complaints and poor-practice concerns, ensuring timely, fair resolutions.
- Represent the organisation at FA safeguarding events and sector forums.
- Relevance to JD: Demonstrates complaint handling, safeguarding, stakeholder engagement, GDPR compliance, and representing the organisation externally.
Football Team Manager Volunteer
FC Bracknell
Bracknell, Berkshire
2020.07 - 2026.02
- Manage 7 Grassroots Football teams, 5 teams at U9s and 2 Girls teams at U11s.
- Managing 14 Coaches, 69 Children and their parents, organising weekly matches across the county and collating the attendees, contacting the opposition and arranging the pitches.
- Organising the yearly tournament for 75 teams.
- Working with the local FA to ensure we are working within the guidelines.
- Empowering my coaches to make decisions.
MITIE Call Centre Manager
Mitie
2010.09 - 2026.02
- Managed day-to-day operations of a large internal call centre, including switchboard, helpdesk, and meeting-room reservations.
- Ensured all SLAs and service levels were consistently achieved.
- Led a multi-site team, providing coaching, training, and performance management.
- Owned and implemented room-booking systems across EMEA and South America.
- Managed complaints, escalations, and quality assurance processes.
- Chaired telephony workgroup and collaborated with senior stakeholders.
- Oversaw staff administration, HR processes, and health & safety compliance.
- Delivered reporting, insights, and recommendations for strategic reviews.
- Relevance to JD: Direct match for leading supporter care teams, complaint handling, reporting, and service improvement.
Parent School Governor
Bracknell Forest council
Bracknell
2019.07 - 2022.07
- Planning the strategic direction of the school
- Overseeing financial performance of the school and ensuring money is well spent
- Holding the headteacher or school leadership to account
- The governor role is strategic rather than operational. Governors don't get involved with the day to day running of a school, instead supporting and challenging the school's leadership team to drive school improvement.
Building Owner
Mitie Signature
2017.08 - 2020.11
- Oversaw operational delivery across all service lines, ensuring consistently high service standards.
- Led Front of House teams, embedding a customer-first culture and delivering 5-star service.
- Managed contractors, suppliers, and key client relationships.
- Delivered audits, inspections, and data-driven improvements.
- Project-managed the opening of two high-profile head offices, including room-booking system rollout.
- Produced monthly reporting, KPIs, and service reviews.
- Ensured full compliance with safety, HR, and operational procedures.
- Relevance to JD: Strong leadership, stakeholder management, reporting, continuous improvement, and service excellence.
Youth Worker/ Leader In Charge
Bracknell Forest council
Bracknell
2000.01 - 2012.01
- Supervising young people in a fun environment, running the tuck shop, taking membership money, arranging nightly activities.
MITIE Switchboard Supervisor
Mitie
2007.07 - 2010.09
- Manage all day to day operational aspects of the Switchboard
- First point of escalation for the Switchboard team regarding caller queries and systems issues
- Ensure that all agreed targets are achieved, as set by management and client
- Liaise with the Call Centre Manager (Account Manager in his/her absence), communicating any issues, which may impact any area of the operation
- To take responsibility for the quality of Switchboard calls, ensuring procedures are followed and correct greetings used, and to provide feedback on the standard of calls to both the Switchboard operators and management
- To ensure all current operational procedures are correctly documented, reviewed quarterly, and adhered to
- Team Talks
- Assist with first line recruitment as and where necessary managed daily operations, quality assurance, and team performance.
- Handled escalations, complaints, and service improvements.
- Delivered training, documentation, and recruitment.
Customer Service Team Leader/ Client Services Co- coordinator
Workplace Management Bracknell
2002.01 - 2007.07
- Looking after a national contract of a central switchboard for Major clients including Fujitsu Services, Knowledgepool, organising cover, rotas, holidays, managing sickness, managing the set up of new switchboard clients, , reception cover, insurance memos, Incident logging, mobile phone ordering, looking after the 200 phones and lines in the office
- Health and Safety logging, liaising with senior management, answering questions from the teams on site, data collection, dealing with company queries, general enquiries, mobilisation of new contracts
- Arranging phone engineers for other sites
- Managing the Customer Service Centre when the manager is out of the office In this role I had responsibility for a team of 12 which was made up of Switchboard and a Facilities Helpdesk, this also came with responsibility of the Customer service centre management which was approx 40 client contracts within the Facilities helpdesk
- ( 40 staff) when the Manager was away from the office
- I took part in Disciplinary Hearings in this role, staff sickness management, Holiday management, Direct contact with the client, making decisions on behalf of the company, Involvement in the tender of new contracts
- Set up of new contracts, system tests
- Ordering of mobile Phones for employees
- Call statistics reporting, Monthly management reporting, Reporting of incidents on behalf of the client
- Communicating with everyone in the company by writing and sending company memos
- Collating information for Client sites and relaying them back to the client
- Team meetings
- Recruitment, not just for my team, but for the whole Customer service centre
- I worked closely with the Customer Service manager, CEO and Managing Director.
Teaching Assistant
Brakenhale School
2000.01 - 2001.01
- Spending time with special needs children in the classroom, helping them with there understanding of the lesson, writing, and reading.
Braybourne cleaning service Bracknell
1998.01 - 2001.01
- Supervising the staff members, staff inductions, safety inductions
- Bracknell sports and leisure centre
- Supervising children's parties, waitressing at functions, reception
- Sauna, Catering assistant
Education
Leisure and Tourism
Bracknell And Wokingham College
Bracknell 2000.01 - 1 2000
English Language, English Literature, Double Science, Maths, GCSE German, Information technology, Physical Education, Food Technology, Religious Education
Easthampstead park school
1998.01 - 1 1998
Skills
- Call centre operations
- Exceptional telephone etiquette
- Excellent time management skills
- Microsoft Outlook, Word and Excel
- Customer relations
- Customer service
- Administrative support
- Schedule management
- Staff education and training
- Effective problem solver
- Employee management
Certification
- CLANSA - Certificate of literacy and numeracy for support assistants.
- Youth workers foundation course
- ABTAC - travel agency certificate.
- Health and Safety at work
- Community sports leadership award
- Supporting Pupils with special needs
- NVQ 2 Customer Services
- NVQ 3 in Youth work
Timeline
Safeguarding Officer Volunteer
FC Bracknell and Ascot United FC
2021.01 - 2026.02
Workspace Solutions Manager
Mitie Connected Workspace
2020.11 - 2026.02
Football Team Manager Volunteer
FC Bracknell
2020.07 - 2026.02
Parent School Governor
Bracknell Forest council
2019.07 - 2022.07
Building Owner
Mitie Signature
2017.08 - 2020.11
MITIE Call Centre Manager
Mitie
2010.09 - 2026.02
MITIE Switchboard Supervisor
Mitie
2007.07 - 2010.09
Customer Service Team Leader/ Client Services Co- coordinator
Workplace Management Bracknell
2002.01 - 2007.07
Youth Worker/ Leader In Charge
Bracknell Forest council
2000.01 - 2012.01
Teaching Assistant
Brakenhale School
2000.01 - 2001.01
Leisure and Tourism
Bracknell And Wokingham College
2000.01 - 1 2000
Braybourne cleaning service Bracknell
1998.01 - 2001.01
English Language, English Literature, Double Science, Maths, GCSE German, Information technology, Physical Education, Food Technology, Religious Education
Easthampstead park school
1998.01 - 1 1998