Scott Lacy Email & Phone Number

Seattle, WA, US

Seattle, Washington, United States

Seattle, Washington, United States

Program Manager in support of AWS Fraud Investigations

Greater Seattle Area

• PROJECT MANAGEMENT
• Execution of wide-scale Email queue investigations Standard Operating Procedure (SOP) development and customer-facing email correspondence revamp backed by Process Adherence Rate (PAR) quality metric implementation.
• Ownership of First Contact Resolution (FCR) metric root cause analysis; recalibration of automatic suspension email blurb content and logic and other customer-obsessed solutions combined to improve the metric by 8.5%.
• TRMS “Playbook Ranger” | Leading department-wide tool adoption initiative with YTD team variance of 1.5% to a goal of 10%; team lead in ingesting all specialized projects into Playbook with appropriate milestones and.
• Ongoing creation of training resources for complex investigation queues; deliver training and upskilling to global new hires and tenured investigators.
• Highly regarded mentor within TRMS delivering performance improvement coaching, project management support, and job-leveling guidance to team members and peers.AWS INVESTIGATIONS RESPONSIBILITIES

Seattle, WA

• Conducted credit card fraud analysis and minimize fraud loss; developed and presented dashboards capturing key risk areas. Recommended and executed solutions approved by Corporate Security Committee.
• Partnered with global sales team and local BI department to monitor Account Takeover risk; executed incident response plans in timely fashion once fraudulent downloads were discovered.
• Managed and streamlined chargeback investigation and dispute process; maintained high winning representment percentage and low chargeback rate; fostered relationships with credit card processors and card-issuing banks.
• Created process documentation and rolled out to global business operation teams; ongoing monitoring and follow-up on issues for timely resolution.
• Developed and maintained monthly and quarterly global Accounts Receivable department reports.
• Analyzed and reconciled Corbis Motion cash receipts monthly for accurate royalty payout.

Seattle, WA

• Created royalty statements for Hallmark greeting card rights holders using quarterly Greenlight sales data
• Monitored customer service email inbox and responded to vendor requests or inquiries
• Created accurate weekly AP Upload Binder for vendor royalty payments
• Tracked vendor royalties and advance payments within SAP

• Provided excellent customer service support to Onvia’s book of over 150 national accounts.
• Created detailed utility reports and managed client data using custom database software.
• Responded to client and team inquiries in a timely and efficient manner while maintaining administrative support to Account Management team.

• Documented RFI and RFP templates for consolidation and standardization across Supply Chain Management.
• Performed analysis of and addressed information gaps in supplier contract management tool.
• Executed various data and tool clean-up projects.

Bachelor'S Degree, Economics

Economics, Minor In Spanish Language