Summary
Overview
Work history
Education
Skills
Affiliations
Timeline
Generic

Martin McKernan

Summary

Analytical professional with keen eye for detail and strong desire to ensure financial accuracy. Proficient in financial analysis and risk assessment, coupled with excellent communication skills. Committed to enhancing organisational efficiency and integrity through thorough auditing processes.

Overview

17
17
years of professional experience
8
8
years of post-secondary education

Work history

End to End Customer Journey Auditor

Three UK
Glasgow
01.2025 - Current

Identified emerging trends and issues within Complaints and Vulnerable customer experience.
Investigated and resolved concerns, escalating significant risks as appropriate.
Collaborated with teams across VodafoneThree to convert insights into enhanced policies and practices.
Strengthened frontline performance through impactful operational enhancements.

FCA Quality Assurance Auditor

Three
Glasgow, Glasgow City
10.2023 - 01.2025

Assessed customer interactions against FCA Compliance Framework to ensure regulatory alignment.
Produced detailed audit reports for senior leadership, highlighting compliance performance and risks.
Conducted root-cause analysis to identify underlying issues and recommend development areas.
Built relationships with internal teams and outsourced partners to maintain compliance standards.
Collaborated with Compliance team to stay updated on regulatory changes and best practices.
Identified training needs and supported less experienced staff during calibration sessions.
Analysed key themes in compliance results to contribute to performance-improvement initiatives.
Delivered timely reporting to inform strategic decision-making.

Customer Wellness Advisor

Three
, Glasgow
04.2022 - 10.2023

Handled complex customer complaints across multiple channels.
Built trust through empathetic engagement and tailored advice for customer circumstances.
Delivered high-quality resolutions promptly while adhering to regulatory guidance.
Managed personal caseload to achieve departmental KPIs and support team objectives.
Conducted data analysis to identify gaps in processes and enhance customer experiences.
Recorded root-cause information to facilitate analysis of recurring issues.
Established strong relationships with internal stakeholders to expedite issue resolution.
Maintained current knowledge through continuous learning and adapted to shifting demands.

Assistant Manager

Three UK
, Glasgow
04.2016 - 04.2022

Drove sales to achieve branch targets through effective business-to-consumer and business-to-business strategies.
Integrated business sales processes across teams, enhancing overall sales performance.
Trained multiple teams on sales techniques, differentiating between consumer and business customers.
Led FCA and AML compliance training sessions to ensure regulatory adherence.
Supported team members' development, facilitating promotions to team leader and assistant manager positions.
Received several awards, including the 'Hero' store award for outstanding contributions.
Reviewed team member performance regularly, addressing issues proactively.
Managed inventory effectively while facilitating meetings with Customer Advisers and management.

Sales and Loans Agent

Provident Personal Credit
, Glasgow
10.2014 - 04.2016
  • Delivered exceptional after-sales support to enhance customer satisfaction post-loan disbursement.
  • Coordinated with underwriting team to streamline loan processing, reducing application timeframes.
  • Evaluated loan applications promptly to ensure swift response times.
  • Conducted thorough credit checks, minimising risk exposure for firm.
  • Built strong rapport with customers while identifying new sales opportunities.
  • Generated leads and closed head office sales, maximising new business initiatives.
  • Handled cash transactions and executed paperwork efficiently.
  • Trained staff on modern technology and sales processes, ensuring compliance with AML and FCA regulations.

Branch Manager

Carphone Warehouse
, Various Locations
02.2009 - 10.2014

Led sales teams to consistently achieve targets through effective people management and result tracking.
Developed and implemented strategic sales plans to enhance performance.
Transformed underperforming stores into profitable locations by fostering team development.
Cultivated positive store morale to boost employee engagement and productivity.
Monitored customer service levels to ensure compliance with company standards.
Managed stock levels, minimising shrinkage and optimising inventory control.
Facilitated multiple contracts with multinational blue-chip companies, increasing revenue across the area.
Mentored team members, promoting several individuals into management roles.

Education

Higher National Certificate - Sports Coaching and Development

Cardonald College
08.1996 - 05.1998

2 Higher Grade 5 Standard Grades -

Bellarmine Secondary School
08.1990 - 06.1996

Skills

  • Quality Assurance
  • Regulatory Compliance
  • Analytical
  • Customer Service
  • Team Leadership


Affiliations

  • I have a passion for keeping fit. I am a keen long-distance runner. I have competed 10K's , half marathons and several marathons including the London Marathon in 2011 And in September 2021 I completed my First ultra-marathon

Timeline

End to End Customer Journey Auditor

Three UK
01.2025 - Current

FCA Quality Assurance Auditor

Three
10.2023 - 01.2025

Customer Wellness Advisor

Three
04.2022 - 10.2023

Assistant Manager

Three UK
04.2016 - 04.2022

Sales and Loans Agent

Provident Personal Credit
10.2014 - 04.2016

Branch Manager

Carphone Warehouse
02.2009 - 10.2014

Higher National Certificate - Sports Coaching and Development

Cardonald College
08.1996 - 05.1998

2 Higher Grade 5 Standard Grades -

Bellarmine Secondary School
08.1990 - 06.1996

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Martin McKernan