Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic

Angela Henry

Columbus

Summary

Accomplished Senior Fraud Investigator at Discover Financial, adept in legal research and mentoring. Enhanced operational efficiency by refining protocols and collaborating with law enforcement, leading to successful convictions. Leveraged analytical skills to expedite claim resolutions, boosting customer satisfaction. Proficient in anti-money laundering, ensuring compliance with industry regulations.

Overview

24
24
years of professional experience

Work History

Senior Fraud Investigator

Discover Financial
06.2003 - 04.2025
  • Evaluated and refined existing fraud investigation protocols, resulting in increased operational efficiency and reduced risk exposure.
  • Collaborated with law enforcement agencies to facilitate the arrest and prosecution of major perpetrators, resulting in successful convictions.
  • Enhanced customer satisfaction by expediting claim resolutions without compromising on thoroughness or accuracy during investigations.
  • Mentored junior investigators, providing guidance and support to enhance their professional growth and development within the organization.
  • Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
  • Ensured compliance with industry regulations by staying up-to-date on relevant laws and incorporating necessary changes into investigative practices.
  • Initiating chargebacks with merchants.

Fraud Prevention Representative

Discover Financial
06.2002 - 05.2003
  • Monitored transactions to identify and investigate potential fraudulent activities.
  • Conducted regular audits of account activities to ensure compliance with policies.
  • Resolved customer inquiries and disputes related to suspected fraud efficiently.
  • Maintained up-to-date knowledge of industry regulations and best practices in fraud prevention.

Customer Service Representative

Discover Financial
08.2001 - 05.2002
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Education

High School Diploma -

Cambridge High School
Cambridge, OH
06-1984

Managing Cosmetologist

Buffalo Vocational School
Buffalo, OH
06-1984

Skills

  • Exemplary customer service techniques
  • Empathetic listener
  • Excellent independent worker
  • Analytical worker
  • Investigative techniques
  • Verbal and written communication
  • Transaction analysis
  • Problem-solving
  • Attention to detail
  • Reliability
  • Information gathering
  • Financial crimes
  • Analytical skills
  • Evidence organization

Interests

  • Passionate about balancing physical health with mental and emotional wellness
  • Embracing outdoor adventures such as walking with my dogs, gardening and bird watching
  • Learning new cooking techniques and expanding my culinary skills
  • DIY and Home Improvement
  • I enjoy sketching and drawing, which helps improve my creativity and attention to detail

Timeline

Senior Fraud Investigator

Discover Financial
06.2003 - 04.2025

Fraud Prevention Representative

Discover Financial
06.2002 - 05.2003

Customer Service Representative

Discover Financial
08.2001 - 05.2002

High School Diploma -

Cambridge High School

Managing Cosmetologist

Buffalo Vocational School

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