Jenna Cain

I’m a reliable, motivated professional with several years of experience in customer service, collections, and fraud investigation. I bring strong communication skills, patience, and a steady work ethic to every role, especially in fast-paced, customer-facing environments.

As a Sr. Fraud Analyst at Discover Financial Services (remote, 2021-2024), I managed a high volume of inbound calls while helping customers enroll in temporary APR-reduction programs designed to lower their interest rates and support them as they pay down balances. I also conducted detailed investigations in the Bank Fraud Department, contributing to a 20 percent reduction in fraud cases.

I maintained accurate logs and databases to track activity and strengthen detection processes, monitored transactions across accounts to identify and mitigate risks, and resolved fraud-related issues with clear, supportive guidance. My goal has always been to protect the customer while building trust and long-term relationships.

Earlier, as a Client Retention Coordinator at VXI Global Solutions (remote, 2018-2022), I handled high-volume inbound calls, addressed customer concerns about service and pricing, and offered tailored solutions and promotions that increased retention rates by 15 percent. I collaborated with cross-functional teams to resolve issues quickly and used critical thinking to develop personalized options that helped customers save an average of 15 percent on monthly bills.