Mackenzie Gentry
Server / Fraud Analyst
Bexley,OH
Summary
Motivated Fraud Analyst with 3 years of expertise investigating suspicious activity for Discover Financial Services. Knowledgeable resource committed to finding answers and working with customers and interdepartmental personnel. Promoting exemplary skills in project management, analytics and fraud pattern detection. Multi- talented professional known for working hard to determine risk levels. A well-spoken fraud analyst promoting exemplary talents in reviewing accounts and identifying issues.
Overview
3
3
years of professional experience
Work History
Server
Hudson 29
Upper Arlington , Ohi
06.2019 - 10.2020
- Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
- Collaborated with kitchen team to support order preparation, manage efficient deliveries and minimize customer service issues by verifying meals.
- Worked with POS system to place orders, manage bills and handle complimentary items for dissatisfied customers
- Arranged tables for customers, following established preparation procedures to provide guests with excellent experiences and foster repeat business.
- Enhanced operational efficiency by using slow periods to restock employee and customer supplies, including ice, condiments, utensils, napkins, trays and delivery bags.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Created orders, documented special requests and followed up with kitchen personnel to foster top-quality service and minimize complaints.
Lead Fraud Investigation Coach
Discover Financial Services
New Albany, OH
09.2017 - 05.2019
- Training and experience in both fraud prevention and fraud investigations as an agent as well as a manager. Consistent training and updates on banking laws and regulations throughout entire 3 years of career.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics. Increased team's productivity in case work and calls. Increased fraud recovery; more cases where fraud was not determined and the customer was held liable for the charges. Proper chargebacks issued to merchant.
- Increased efficiency and productivity through effective staff training regarding case managment and call resolution techniques.
- Managed personnel, including scheduling for agents and product specialists to foster increased productivity.
- Analyzed financial statements, account records, and merchant records to identify fraud and other instances of financial crimes.
- Conducted interviews with suspects, customers, merchants, and law enforcement, to file reports of findings. Coached agents through call calibrations and trainings on how to handle calls to efficiently gather necessary information for the case.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Analyzed large amounts of data to find patterns of fraud and anomalies. Collaborated with BSM and AML team to identify larger fraud patterns and trends for further investigation.
- Discover Excellence Award winner as well as 5 promotions within 3 years.
- Deescalated difficult phone calls requesting a supervisor. Resolving issue to avoid call backs or loss of customer.
- Assisted in creating a rewarding work environment through planning team recognition events and employee appreciation celebrations.
Education
High School Diploma -
06.2009 - 06.2009
No Degree -
Skills
Customer support
Timeline
Server - Hudson 29
06.2019 - 10.2020
Lead Fraud Investigation Coach - Discover Financial Services
09.2017 - 05.2019
Bexley High School - High School Diploma,
06.2009 - 06.2009
Columbus State Community College - No Degree,
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