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.

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.
• 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.

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.
• 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.

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.