Stacy Morton
Austin,TX
Summary
With 20+ years of customer service experience and 15+ years in leadership positions, I possess a deep understanding of the value of client relationships and commitment to operational excellence. Throughout my career, I have successfully handled complex investigations, implemented impactful policy changes and procedures, and developed comprehensive training programs to educate employees on balancing excellent service while prioritizing company assets. Leveraging my background in criminal justice, I bring valuable insights into investigation research, criminal patterns of behavior, and fraud and risk management. Upholding the highest ethical standards is a priority, and I am eager to apply my expertise to the next role to continue making significant impacts.
Overview
20
20
years of professional experience
Work History
Global Claims Manager, Americas
Expedia Group (VRBO)
11.2021 - 06.2024
- Manage 20+ agents conducting complex investigations, payouts and high-value customer reimbursements
- Maintain knowledge of current industry trends, emerging threats, and best practices in combating financial crime and fraudulent actions
- Foster productive relationships with the Legal, PR and social media teams to establish policy compliance, terms and conditions and program enhancements
- Provide direct coaching, mentoring, and training programs for agents to enhance skills and reach KPIs successfully
- Responsible for handling payroll, HR complaints and misconduct situations
Trust and Security Fraud Supervisor, Americas
VRBO (HomeAway)
01.2015 - 11.2021
- Manage and educate 20+ agents on identifying fraud and risk patterns that align with criminal behavior
- Use report analysis to set boundaries and preventative measures for online phishing, ATO and money laundering
- Finalize decisions and review quality of agent investigations for violent crimes and escalated incidents pertaining to health and safety of customers
- Use property records, criminal history, social media, online resources to thoroughly investigate for signs of fraudulent behavior and confirmed historical activity
- Review daily, weekly and monthly metrics to ensure team performance meets and/or exceeds company and department KPI expectations
- Maintain payroll and compensation evaluations on a weekly/yearly basis
- Handle HR related issues, conversations and take action to correct behaviors or make decisions to terminate employment
Trust and Security Fraud Sr Agent
Homeaway
01.2012 - 01.2015
- Investigate reports made about suspicious communication and unauthorized account access due to phishing or account compromise
- Identify inconsistencies and suspicious patterns indicative of malicious intent or deception
- Analyze documents such as deeds, global government issued ID/passports, and legal documents for authentication
- Handle high priority and time sensitive investigations for Sr Leadership/CEO
- Make critical decisions to reflect the policies and goals of the company with detailed reports
- Mentor 30+ agents on fraud, online crime and emerging trends
- Assist Supervisor with special projects, and/or duties when needed
Pretrial Service Officer I
Travis County Pretrial Services
12.2011 - 11.2012
- Determine the likelihood of a defendants return to court and/or risk to the community if released from custody
- Perform an in-depth investigation by completing interviews with the defendant, victims, family members, employers
- Research criminal history to determine patterns of behavior
- Make a recommendation to Judges for a Defendants release based on results of the investigation
- Work closely with Probation/Parole Officers, attorneys, Judges, Law Enforcement and community programs
- TCIC/NCIC clearance
Statewide Intake Specialist II
TX Dept. of Family & Protective Services
09.2009 - 12.2011
- Apply Texas laws relating to abuse/neglect of children, elderly and disabled adults
- Document, access and allocate investigation priority based on reporting party information via calls and email (30+ cases a day)
- Handle emergency/suicidal situations by remaining calm and focused
- Handle expedited background checks for immediate placement
- Ability to extract details using creative and probing question techniques
- Knowledge of child development, special needs, mental health, the aging process, and family dynamic impacts
- Provide assistance to supervisors and unit staff in interpreting policy, while also making professional decisions in the supervisor's absence
Customer Service Manager
Randalls Grocery Store
09.2004 - 09.2009
- Maintained responsibilities through Jr year of H.S.- full time college
- Create and coordinate scheduling for front end clerks (15+)
- Account for daily monetary spending for the entire store by protecting financial earnings and maintaining property security
- Meet the needs of the customers in a professional and orderly way
- Recruit/Hire employees, conduct training and orientation
- Oversee meetings, operations, handle violations within the store
- Leader in sales promotions and fundraisers
- Enforce Texas alcohol and tobacco laws
- Handle store shortages due to theft/loss prevention measures
- Renew Texas Vehicle Registration following compliance and policies of the State of TX
- Wire money internationally, detecting for signs of fraudulent behavior or money laundering patterns
Education
Bachelor of Science - Criminal Justice
Sam Houston State University
Huntsville, TX01.2009
Skills
- Client Relations Leadership
- Analytical Investigation Skills
- Fraud Detection Expertise
- Policy Enforcement
- Strategic Team Guidance
- Rapid Response Coordination
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Global Claims Manager, Americas
Expedia Group (VRBO)
11.2021 - 06.2024
Trust and Security Fraud Supervisor, Americas
VRBO (HomeAway)
01.2015 - 11.2021
Trust and Security Fraud Sr Agent
Homeaway
01.2012 - 01.2015
Pretrial Service Officer I
Travis County Pretrial Services
12.2011 - 11.2012
Statewide Intake Specialist II
TX Dept. of Family & Protective Services
09.2009 - 12.2011
Customer Service Manager
Randalls Grocery Store
09.2004 - 09.2009
Bachelor of Science - Criminal Justice
Sam Houston State University
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