Scott Gibbons, Csm Email & Phone Number

Texas, United States

Focused on quality research, assessment, and recommendations for client needs while acting with integrity and building relationships, resulting in referrals and repeat clients.

Allen, Texas, United States

Led control risk gaps, implemented process improvements, and spearheaded productivity improvements through mentoring, results impediments, and tracking team metrics for more than 35 clients.• Improved productivity and managed 36 in-house and 14 outsourced fraud agents through continuous improvement initiatives. • Drafted and finalized client remediation plans, and aligned objectives with Sales, Operations, and Clients to achieve remediation plan to drive long-term sustainable relationship with the Company. • Completed in-depth analysis of agent Performance Metrics.• Conducted quarterly financial reporting.• Developed and delivered monthly Client presentations.• Researched and analyzed Wholesale and Correspondent Channel trends and performance to pin-point areas of risk.• Consistently reviewed Operational Processes & Procedures based upon performance/trend to identify any risk gaps. • Closed identified risk gaps through the provision of effective and efficient process controls using Cost Benefit Analysis.• Facilitated Personnel Management portfolio.

Fort Worth, Tx

Focused on designing and delivering amplified verification, fraud, and process innovations to improve loss performance, while balancing the costs of the operation. Verifications and fraud prevention are critical as they are the first line of defense in managing the company’s default rate and subsequent profitability. • Executed in-house and outsourced fraud functions for the business. • Acted as the primary liaison between internal colleagues, external vendors, and collection outsourcing companies. • Coached and managed 24 fraud staff agents who reviewed applicants for application fraud. • Trained and enabled fraud staff to identify fraud in the portfolio – such as payments fraud. • Determined and deployed improved verification processes and tools to enhance risk performance. • Defined performance metrics that measured the effectiveness of operational groups. • Utilized statistical techniques to optimize, create, and maintain operational queue performance. • Developed, monitored, and tested fraud analytic tools. • Identified and mitigated potential points of compromise in identity theft cases. • Designed, deployed, and monitored transactional verifications and fraud strategies. • Collaborated with colleagues across Risk Management on the creation and enhancement of models, processes, and other analytical tools and technologies. • Plotted annual plans for verifications and fraud. • Trusted with ownership of verifications and fraud systems, including Project Management of IT requirements and prioritizations, Works with IT team and Operations, and Liaison with Product, IT, and Operations. • Assessed applications for specific suspicious characteristics. • Offered recommendations to Risk Committee. • Identified and systematically managed trends, forecasting, and analysis.

Southlake, Tx

Recruited to leverage broad competencies in operations and risk assessment. Charted and managed both in-house and outsourced Fraud Prevention, Chargeback, and Collection teams (multi-site 24/7 operations) including team leads that managed the Fraud Analysts and the vendors. Effectively collaborated with law enforcement officials by investigating cases of fraud involving the use of charge cards.• Spearheaded each teams’ processes and procedures.• Assumed responsibility for the development and training of the Fraud team through effective coaching techniques; enhanced customer satisfaction and the achievement of Travelocity goals and objectives. • Ensured delivery of fraud prevention, Chargeback, and Collection KPIs within target.• Generated reports recommending means to reduce fraud losses; conveyed key findings to senior management and other departments, as necessary. • Acted as SME/liaison to other departments in the Travelocity organization; owned and cultivated relationships with Operations, Product, Marketing, and Legal.• Set and maintained departmental Quality of Service and Service Level goals. • Optimized fraud prevention operations through effective partnering with the Fraud Data Analyst in monitoring the rules engine and fraud strategies. • Evaluated inquiries and corrected mistakes pertaining to but not limited to payments – reversals, fraud, and disputes. • Supported the expansion, planning, and execution of a diverse range of business initiatives. • Achieved a 15% increase in collections through daily meetings, enhanced standardized work, and employee training.• Increased team efficiency and predictability to significantly reduce revenue lost, staying below planned budget by $2.23M in 2010 and 1.07M in 2011.

Grapevine, Tx

Earned fast-track promotions through a series of increasingly responsible positions based on strong performance in workforce reengineering, process optimization, productivity improvement and quality management. As Fraud Prevention Supervisor, managed seven fraud agents and seven correspondence team members. Provided indirect leadership oversight to more than 50 CSR and organized and assigned team workload. Coordinated team training and leveraged expert understanding of fraud-related data, modeled schematics, systems and tools to effectively manage the department and analyzed transactional records to determine fraud trends and adjust algorithms to prevent fraudLed the development and launch of a new fraud tool through AS400, acting as company subject matter expert and sole trainer. Developed and implemented fraud policies and procedures, achieving an overall acceptable fraud rate. Managed analysis of transactional records and databases to determine fraud trends and assisted in developing risk mitigation strategies