GARRY MARTIN
Cumbernauld,UK
Summary
Experienced customer service professional with a background progressing from Advisor and Complaint Handler to Head of Department within Financial Services and e-commerce environments. Skilled in customer relations, complaint resolution, operational leadership, and service improvement.
In addition to management experience, I have worked as a professional bus driver in the Greater Glasgow area and currently serve as one of three Senior Delivery Drivers covering the UK on a government contract, delivering and assembling furniture. This role requires strong logistics coordination, customer interaction, and practical problem-solving skills.
Overview
11
11
years of professional experience
1
1
year of post-secondary education
Work history
Senior Direct Delivery Specialist (3.5t)
Everything Boxed
Glasgow, Glasgow City
01.2026 - Current
- Load and unload vehicles, maintaining product integrity.
- Utilise GPS systems to optimise delivery routes.
- Sort goods for delivery based on routes.
- Facilitate smooth deliveries by using electronic scanning devices accurately.
- Carried out regular vehicle checks for optimal performance.
- Utilised hand tools effectively to expedite the furniture assembly process.
- Performed regular vehicle checks for smooth operation on the road.
- Submitted required documentation upon journey completion.
- Followed safe driving practices for safety of fellow travellers and passengers.
- Cleaned vehicle's interior and exterior to meet high presentation standards.
Operations
Bee Inspired (Company entered administration)
Cumbernauld, North Lanarkshire
02.2025 - 10.2025
- Picked, packed and dispatched high-volume orders, consistently exceeding warehouse performance targets.
- Operated pallet jacks safely, preventing workplace accidents.
- Performed manual lifting tasks responsibly, minimising risk of injury on the job site.
- Maintained accurate stock records for easy tracking and retrieval of goods.
- Kept warehouse clean, ensuring a safe working environment.
- Organised warehouse layout for optimised space utilisation.
- Handled high volume of package returns daily without error.
Head of Customer Service & Commercial Manager
DFYNE (OLR Holdings Ltd)
Uddingston, South Lanarkshire
01.2023 - 10.2024
- Oversaw daily operations, ensuring optimal performance.
- Improved operational efficiency by identifying areas of improvement.
- Managed challenging situations to ensure customer satisfaction.
- Cultivated a productive work culture by encouraging teamwork.
- Designed and implemented training to further develop staff based on business goals.
- Handled negotiations with outside vendors and service agencies to meet group needs.
- Implemented strategies for maintaining positive relationships with customers, enhancing brand loyalty.
- Led cross-functional team to meet organisational goals.
Customer Service Advisor / Senior
Golden Charter
Bearsden, East Dunbartonshire
05.2018 - 11.2023
- Provided detailed information about products and services to potential customers.
- Managed complex customer issues to successful resolution.
- Streamlined responses to emails, improved response time significantly.
- Handled high volume of calls daily for faster issue resolution.
- Coordinated with other teams to resolve multi-faceted client problems swiftly.
- Designed training programmes for enhanced team performance.
- Logged customer complaints accurately, expedited corrective actions effectively.
PCV Bus Driver
First Bus Scotland
Glasgow, Glasgow City
01.2018 - 06.2020
- Undertook routine vehicle inspections for safe driving conditions.
- Reported any mechanical problems promptly for early resolution.
- Operated ticket machines correctly, guaranteeing accurate fare collection.
- Navigated different routes efficiently to reach destinations on time.
- Interacted with customers pleasantly and professionally, delivering first-class care and service.
- Operated vehicles with strict attention to road laws.
Complaint Handler
Barclays Wealth
Glasgow, Glasgow City
01.2015 - 12.2017
- Investigated mortgage protection complaints under FCA and Ombudsman requirements.
- Calculated redress including distress and inconvenience.
- Produced training material and supported onboarding of new staff.
- Streamlined complaint procedures, enhancing efficiency in handling grievances.
- Tracked all unresolved complaints, ensuring they were addressed at the earliest convenience.
- Liaised with different departments for effective resolution of customer issues.
- Escalated serious cases to higher management for immediate action.
Education
NQ - Travel & Tourism
College of Commerce
01.2002 - 01.2003
Highers - English, Geography, Computing & Maths
Greenfaulds High School
Skills
- E-Commerce platforms proficiency
- Loyalty programmes
- Returns handling
- Social media customer support
- Multi-Channel communication
- KPIs setting and tracking
- Order processing
- CRM Software proficiency
- Negotiation
- Staff training and development
- Performance monitoring
- Traffic law adherence
- Delivery accuracy
- Multi-Drop delivery experience
- Responsible driving
- Time management skills
REFERENCES
Available on request.
Timeline
Senior Direct Delivery Specialist (3.5t)
Everything Boxed
01.2026 - Current
Operations
Bee Inspired (Company entered administration)
02.2025 - 10.2025
Head of Customer Service & Commercial Manager
DFYNE (OLR Holdings Ltd)
01.2023 - 10.2024
Customer Service Advisor / Senior
Golden Charter
05.2018 - 11.2023
PCV Bus Driver
First Bus Scotland
01.2018 - 06.2020
Complaint Handler
Barclays Wealth
01.2015 - 12.2017
NQ - Travel & Tourism
College of Commerce
01.2002 - 01.2003
Highers - English, Geography, Computing & Maths
Greenfaulds High School