Jessica Martin
Glasgow
Summary
Third year LLB (Scots law) student that combines my academic legal knowledge with professional experience in Financial Services case investigations and team leadership. I have developed my evidence review skills, regulatory compliance skills and ability to draft precise written communications. I have consistently demonstrated the ability to deal with sensitive financial information and complex client matters in high-pressure environments. I am eager to develop my existing strong organisational, analytical & professional skills in a legal role.
Overview
11
11
years of professional experience
Work history
Nail technician
Self Employed
Glasgow
2020.04 - Current
- Managed and developed a self-employed client base, maintaining professional relationships and repeat business.
- Scheduled appointments, maintained client records, and organised bookings efficiently.
- Handled all financial aspects of the business, including pricing, invoicing, and income tracking.
- Ensured strict compliance with hygiene, health and safety, and industry regulations.
- Provided tailored services following client consultations and clear communication of expectations.
- Managed stock ordering and inventory control to maintain consistent service delivery.
- Promoted services through social media and word-of-mouth marketing.
- Resolved client concerns professionally, maintaining high service standards and reputation.
Merchandiser supervisor
National Merchandise
Glasgow
2015.05 - Current
- Supervised and coordinated a team of staff during high-volume live events, ensuring professional standards and efficient service delivery.
- Delegated responsibilities, monitored performance, and provided guidance to maintain operational effectiveness.
- Managed stock control and financial reconciliation processes with a high level of accuracy and attention to detail.
- Oversaw cash handling, ensuring accountability and procedural compliance.
- Resolved customer issues calmly and effectively within a fast-paced, high-pressure environment.
- Ensured adherence to venue policies, health and safety regulations, and security procedures.
- Trained and supported new staff members on point of sale systems, internal procedures, and service standards.
- Maintained organised, professional merchandise displays to support structured and efficient sales operations.
Team leader
Webhelp UK
Glasgow
2021.02 - 2021.08
- Managed and supported a team of 15 advisors within a fast-paced social media customer service department.
- Monitored performance against KPIs, conducted regular one-to-ones, and implemented improvement plans where required.
- Reviewed written communications to ensure accuracy, professionalism, and compliance with company policy.
- Handled escalated and sensitive customer complaints, ensuring fair and consistent resolution.
- Produced performance reports and analysed data to identify trends and areas for operational improvement.
- Delivered coaching and training to enhance quality standards and regulatory adherence.
- Ensured strict compliance with data protection and internal governance procedures.
- Coordinated rota planning and workload allocation to maintain service efficiency.
Social Media Customer Service Advisor
Webhelp UK
Glasgow
2017.08 - 2021.02
- Managed high volumes of written customer enquiries on behalf of a financial services client via social media and live chat platforms.
- Handled queries relating to consumer finance products, account management, payment disputes, and affordability concerns.
- Investigated complaints by reviewing account histories and internal records to provide clear, evidence-based responses.
- Applied financial services policies, regulatory guidance, and internal compliance procedures when resolving cases.
- Maintained detailed and accurate case records in line with data protection and financial conduct requirements.
- Identified and escalated complex or high-risk cases, including vulnerable customer situations.
- Worked within strict service-level agreements while ensuring accuracy and regulatory adherence.
- Handled sensitive financial information with confidentiality and professionalism.
Education
Bachelor of Law - Law
University of Strathclyde
Glasgow 09/2023 -
Higher National Diploma - Legal Processes
City of Glasgow College
Glasgow 08/2021 - 06/2023
Skills
- Legal Research & Case Analysis (Academic Experience)
- Complaint Investigation & Evidence Review
- Regulatory Compliance (Financial Services Environment)
- Accurate Case Management & Record Keeping
- Drafting Professional Written Communications
- Data Protection & Confidentiality Handling
- Client Communication & Relationship Management
- Performance Monitoring & Team Supervision
Affiliations
- Fitness and Wellbeing
- Creative Nail Art & Design
- Live Events & Music Industry Interest
- Personal Development
Timeline
Team leader
Webhelp UK
2021.02 - 2021.08
Nail technician
Self Employed
2020.04 - Current
Social Media Customer Service Advisor
Webhelp UK
2017.08 - 2021.02
Merchandiser supervisor
National Merchandise
2015.05 - Current
Bachelor of Law - Law
University of Strathclyde
09/2023 -
Higher National Diploma - Legal Processes
City of Glasgow College
08/2021 - 06/2023