Jessica Martinez
Tucson,AZ
Summary
Dynamic and results-oriented professional with extensive experience in cosmetology and fraud investigation, notably at Supercuts and Bank of America. Excelled in team leadership and fraud risk assessment, enhancing service excellence and operational quality. Proven track record of improving customer satisfaction and efficiently resolving complex issues, leveraging administrative leadership and cosmetology skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Licensed Cosmetologist
Supercuts
Tucson, USA
12.2014 - Current
- Management duties include operating multiple locations daily and assisting the district manager.
- Provide a wide range of hair services, including cutting, styling, coloring, and treatments, to clients.
- Consult with clients to understand their desired hairstyles, and offer professional recommendations based on their hair type and face shape.
- Manage client appointments effectively to minimize wait times, and maximize customer satisfaction.
- Build strong relationships with clients by delivering exceptional customer service and personalized attention.
- Participate in team meetings to discuss salon goals, upcoming promotions/events, and share ideas for improving overall operations.
- Successfully resolve client complaints or concerns promptly, while maintaining professionalism.
- Participate in continuing education courses to expand knowledge of new techniques, trends, and product lines.
Senior Fraud Investigator
Bank of America
Remote, USA
04.2019 - 12.2025
- Investigated fraudulent activity, fraud prevention, lending, and operations to resolve complex customer issues efficiently.
- Served as a point of contact for escalated customer complaints or concerns, ensuring prompt resolution while maintaining a high level of professionalism.
- Investigated discrepancies in account balances or transaction history to identify errors or potential fraud cases.
- Gathered evidence through interviews, surveillance, and research to build strong case files.
- Analyzed financial records, documents, and other relevant materials to identify patterns, or discrepancies.
- Prepared detailed reports outlining findings, conclusions, and recommendations for further action.
- Managed multiple cases simultaneously, while adhering to strict deadlines, and prioritizing tasks effectively.
- Used specialized software tools for data analysis and documentation management purposes.
Education
Associate's degree - General Studies
Phoenix College
Phoenix, AZ07.2018
Diploma - Cosmetology
Avalon School of Cosmetology
Phoenix, AZ08.2013
Skills
- Team Leadership
- Administrative Leadership
- Cosmetology
- Quality Control Expertise
- Fraud Risk Assessment
- Service Excellence
Certification
- Certified Administrative Professional
- Certified Fraud Examiner
- Cosmetology License
References
References available upon request.
Timeline
Senior Fraud Investigator
Bank of America
04.2019 - 12.2025
Licensed Cosmetologist
Supercuts
12.2014 - Current
Associate's degree - General Studies
Phoenix College
Diploma - Cosmetology
Avalon School of Cosmetology
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