JENNIFER NELSON
Summary
Accomplished professional with expertise in fraud investigation and customer service, honed at Discover Financial Services. Proven track record in driving operational excellence and team development. Adept at problem-solving and project management, leveraging Microsoft Office proficiency to streamline processes and enhance performance. Successfully transformed underperforming units, achieving significant improvements in service delivery.
Overview
10
10
years of professional experience
Work History
Bank Fraud Investigator
Discover Financial Services
08.2022 - Current
- Member of the Deposits Specialty Agent Advisory Board.
- Intake dispute claims from account holders and review transactions for fraudulent activity.
- Investigate and research bank account transactions to identify potential fraud.
- Serve as Peer Mentor and Expert Chat agent, assisting colleagues with policy inquiries.
- Facilitate team meetings and conduct call reviews to enhance performance.
- Complete departmental projects as assigned, ensuring timely delivery.
- Develop procedural documents to streamline department operations.
- Drive operational excellence through fraud detection and transaction analysis.
- Coordinate with leadership on process improvements and team development initiatives.
Customer Service Representative
Robert Half
11.2020 - 08.2022
- Managed comprehensive COVID-19 support operations at NYS DOH hotline, ensuring accurate scheduling of tests and vaccines.
- Handled customer inquiries, resolving issues promptly and efficiently for optimal service delivery.
- Created new customer intake process by entering information into database for scheduling.
- Maintained precise records of interactions, including personal and medical information.
- Assisted colleagues with policy and procedure-related questions to enhance team knowledge.
- Supported additional projects as assigned, contributing to overall operational success.
Customer Service Representative
Sedgwick
Dublin, OH
04.2019 - 11.2020
- Handled inbound calls for workers' compensation medical claims, ensuring efficient processing and resolution.
- Assisted medical providers and patients with inquiries regarding medical bills and claims.
- Identified discrepancies in medical claim processing, implementing quality control measures to enhance accuracy.
- Streamlined updates on claims status through effective call management, improving provider satisfaction.
- Reviewed and corrected gaps in claim processing, facilitating timely resolutions.
- Developed procedures for quality assurance, significantly reducing errors in claim handling.
- Managed relationships with providers to ensure clarity in billing processes and claim statuses.
- Conducted thorough reviews of claims to identify areas for improvement and optimize efficiency.
Retail Store Manager
Prime Communications
Bellefontaine, OH
01.2016 - 04.2019
- AT&T Retail Store Manager
- Transformed two underperforming AT&T retail locations into profitable units through strategic management and team development.
- Orchestrated inventory management, staff scheduling, and marketing campaigns to maintain optimal performance metrics.
- Developed and implemented training programs focused on product knowledge and revenue generation strategies.
- Streamlined daily operations to enhance service delivery and promote AT&T and DIRECTV service bundles.
- Fostered strong team relationships through mentorship and cross-functional support, ensuring consistent service quality.
- Managed day-to-day store operations while assisting with manager requests in person or via phone.
Education
Bachelor in Business Administration (BBA) - Management and Organizational Leadership
University of Massachusetts Global
06.2026
Associate of Applied Science in Business Administration -
West Virginia University At Parkersburg
Parkersburg, WV08.2023
Skills
- Customer service and engagement
- Fraud investigation
- Computer literacy
- Time management
- Leadership and mentoring
- Documentation and analysis
- Microsoft Office proficiency
- Project management
- Team development
- Problem solving
- Fraud prevention
Accomplishments
- League of Heroes 5x winner 2025
- MVP of Team Bravo 6x Winner 2025
References
References available upon request.
Timeline
Bank Fraud Investigator
Discover Financial Services
08.2022 - Current
Customer Service Representative
Robert Half
11.2020 - 08.2022
Customer Service Representative
Sedgwick
04.2019 - 11.2020
Retail Store Manager
Prime Communications
01.2016 - 04.2019
Bachelor in Business Administration (BBA) - Management and Organizational Leadership
University of Massachusetts Global
Associate of Applied Science in Business Administration -
West Virginia University At Parkersburg
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