DONANGELA JOHNSON
Memphis,USA
Summary
Fraud Investigator/Analyst with 15 years of extensive expertise in fraud detection and prevention at The Walt Disney Company. Demonstrates exceptional skills in decision-making, problem-solving, and data analysis, contributing to the development of innovative fraud mitigation strategies. Adept at collaborating with law enforcement and managing KPIs to enhance operational efficiency and security.
Experienced with uncovering fraudulent activities through detailed investigations and data analysis. Utilizes advanced investigative techniques and cross-functional collaboration to ensure thorough and accurate findings. Track record of maintaining compliance with legal standards and providing reliable results.
Overview
16
16
years of professional experience
Work History
Fraud Investigator/Analyst
The Walt Disney Company
09.2013 - Current
- Investigation into potential fraud issues. Identify fraud trends; recommend/implement strategies to mitigate fraud losses. Applied critical thinking and problem-solving skills and analyze account histories for fraud or abuse. Work overtime as needed, especially during quarter-end and year-end. Assist with special projects as assigned. Partner with law enforcement on investigations. Document the department’s procedures and processes that impact fraud review. Track and manage KPI’s and KRI’s reports within the fraud operation. Recommend, implement and support new Loss Prevention programs to quantify and analyze Loss Prevention results and find efficiencies (ie. Exception Reporting and case statistics). Handle a daily/weekly caseload with targets for case resolution and report production to team leads. Pioneer strategies for contactless payments, P2P transactions, and prepaid card systems. Continuously enhance fraud detection methodologies.
- Remote
Loss Prevention/ Customer Support
Marriot Hotel Group/The Sheraton Hotel
06.2013 - 05.2020
- Implemented advanced security protocols, enhancing threat detection and response times. Resolved complex customer issues, improving satisfaction rates and operational efficiency. Monitored public areas for unusual activity and potential threats. Monitored security systems such as alarms and closed-circuit cameras. Identify potential thieves from customers and staff. Document theft and other violations of security, and what was observed on duty. Resolve customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills. Check to ensure that appropriate changes were made to resolve customers’ problems. Contact customers to respond to inquiries or to notify them of reservations and any planned adjustments. Refer unresolved customer grievances to designated departments for further investigation.
Customer Support
Comcast/Xfinity
04.2009 - 09.2014
- Identified, investigated, and resolves users’ problems with computer software and hardware. Resolved complex software and hardware issues for 50+ daily customer interactions, enhancing technical support efficiency and user satisfaction. Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Confer with customers by telephone to provide information about products and services, to take orders or cancel accounts, or to obtain details of complaints. Resolving network issues. Installing and configuring hardware and software. Speaking to customers to quickly get to the root of their problem.
- Remote
Education
Master of Science - Forensics Psychology
Walden University
09.2025
Bachelor of Science Degree - Criminal Justice
University of Phoenix-Arizona
Memphis, TN01.2017
High School Diploma - undefined
Wooddale High School
Memphis, TN01.2004
Skills
- Strategic decision-making
- Financial fraud
- Records research
- Anti-money laundering
- Partnering and relationships
- Fraud prevention
- Report filing
- Credit card fraud
- Mail fraud
- Criminal investigations
- Civil investigations
- Telephone etiquette
- Cybersecurity
- Case assignment oversight
- Evidence collection
- Fraud detection
- Verbal and written communication
- Case management
- Dispute resolution
- Loss prevention
Timeline
Fraud Investigator/Analyst
The Walt Disney Company
09.2013 - Current
Loss Prevention/ Customer Support
Marriot Hotel Group/The Sheraton Hotel
06.2013 - 05.2020
Customer Support
Comcast/Xfinity
04.2009 - 09.2014
Bachelor of Science Degree - Criminal Justice
University of Phoenix-Arizona
High School Diploma - undefined
Wooddale High School
Master of Science - Forensics Psychology
Walden University
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