Open to opportunities

Frida Ortiz

@fridaortiz

Experienced fraud investigator and customer-service professional skilled in investigations, de-escalation, and case management.

United States

Message

What I'm looking for

I'm seeking a mid-level investigative or customer-service role to apply fraud investigation and case-management skills, work collaboratively with teams and law enforcement, grow in cybersecurity/analytical responsibilities, and contribute to process improvements.

I am a dedicated fraud investigator with multi-year experience handling suspicious claims, account takeovers, and fraud applications; I conduct extensive investigations by contacting merchants, reviewing calls, and checking account history while collaborating with law enforcement.

Previously I supported customers through chat and managed office functions including accounts payable/receivable and QuickBooks; I became proficient with CRM systems, LexisNexis/Accurint, Microsoft Office, and Adobe tools.

I bring strong de-escalation, communication, and case-management skills, bilingual ability in Spanish and working knowledge of French, and continuing education in cybersecurity and customer service to improve processes and protect customers.

Experience

Work history, roles, and key accomplishments

Fraud Investigator

Discover Card Financial

Mar 2021 - Jun 2025 (4 years 3 months)

Investigated suspicious fraud claims, account takeovers, and fraudulent applications by contacting merchants, reviewing calls, and analyzing account history. Collaborated with law enforcement, handled inbound/outbound calls, and managed cases using LexisNexis/Accurint and CRM systems.

Fraud Investigation Account Takeover LexisNexis CRM Case Management Customer Service Investigative Reporting Microsoft Office

Chat Support Agent

Bath & Body Works

Jun 2020 - Feb 2021 (8 months)

Provided seasonal chat support handling returns, refunds, product questions, and customer complaints during high-volume periods. Performed case management, processed refunds/returns, and collected customer feedback for escalation.

Chat Support Customer Service Returns Processing Refunds Case Management CRM Written Communication Feedback Conflict Resolution

Office Manager

CBG Wireless

Jan 2016 - Mar 2020 (4 years 2 months)

Managed accounts payable and receivable using QuickBooks, handled inbound and outbound calls, and delivered customer service support. Programmed two-way radios for schools, DOT, and Amazon facilities and maintained financial records.

Quickbooks Accounts Payable Accounts Receivable Customer Service Two Way Radio Programming Outbound Calling Microsoft Office

Education

Degrees, certifications, and relevant coursework

Columbus State Community College

2015 - 2017

Activities and societies: Courses in English, Math, Psychology, and Criminology; gained proficiency with Microsoft Word, PowerPoint, Excel and Adobe Photoshop, InDesign, Acrobat.

Attended Columbus State Community College from April 2015 to March 2017, completing coursework in English, Math, Psychology, and Criminology and gaining proficiency with Microsoft Office and Adobe tools.