Charlie Garbett

As a Logistics Team Leader and Hardware Sales Associate, I manage the daily operations of a busy delivery team while also supporting sales and customer service within the hardware department. I lead a team of five delivery drivers and an office-based coordinator, ensuring efficient scheduling, smooth communication, and high-quality service across all logistics activities.

My responsibilities include handling inbound and outbound customer communication via phone and email, resolving delivery issues, damage queries, and escalations — often with high-value account customers. I consistently provide calm, solutions-focused support, even in challenging situations, to maintain customer satisfaction and uphold company standards.

Within the hardware sales department, I manage inbound sales calls and emails, prepare and chase quotes, assist customers with product enquiries, and process purchasing requests. I also work closely with the Business Development Manager team to support onboarding and securing new customers.

I regularly use OrderWise, Gmail, and Excel to manage orders, track performance, and maintain accurate data. My work focuses on maintaining efficient delivery operations, fostering a positive customer experience, and supporting both my team and colleagues. I take pride in being a dedicated team leader who strives to bring out the best in my team while delivering reliable, customer-centred results.

As a Customer Advisor at BT, I provided front-line support to a wide range of customers, handling high volumes of inbound calls in a fast-paced contact centre environment. This included general service enquiries, billing questions, and complaints, with a strong focus on delivering clear, accurate information and ensuring a positive customer experience.

A significant part of my role involved handling collections calls, where I regularly spoke with customers who were behind on payments or experiencing financial difficulties. These calls often required patience, empathy, and strong de-escalation skills. I worked with customers to calm tense situations, understand their circumstances, and agree on realistic payment plans or solutions that supported both the customer and the business. This strengthened my ability to manage sensitive conversations, negotiate effectively, and find outcomes that balanced policy with compassion.

I also ensured all interactions were accurately logged in BT’s systems, adhered to data-protection guidelines, and consistently worked toward KPIs such as customer satisfaction, first-call resolution, and call quality. I stayed up to date with new products, processes, and system updates through regular training and team collaboration.

In addition to my daily responsibilities, I was selected to help train a new team during a six-week onboarding period. I acted as a team lead for the new starters, providing on-the-job coaching while they handled live calls, demonstrating procedures, supporting their learning, and taking escalations when required. This experience further developed my leadership, mentoring, and communication skills while helping the new team integrate smoothly and confidently into the department.

During college, I worked across several pubs and cafés as a Hospitality Assistant, providing warm and friendly customer service in busy, fast-paced environments. My role involved greeting guests, taking orders, serving food and drinks, and helping to keep the venue clean, organised, and welcoming. Working alongside my studies helped me develop strong communication, teamwork, and motivation skills, as well as the ability to stay calm and focused during busy periods. These roles also built my confidence, taught me how to use my initiative to solve problems on the spot, and helped me support both customers and colleagues effectively.