Bayli Shelton

Fraud Operations Lead @Twilio

Leader for a team responsible for preventing fraud, supporting customers with fraud-related issues, managing risk, and overseeing certain payment-related operations (chargebacks). Further the education and support of an already high-performing team by providing excellent coaching and actionable feedback. I assist senior leadership with executing short term goals, while also moving towards our long-term vision, both as a team and a larger department. I work with upper leadership to establish KPIs, daily workload goals, and other markers so each member of the team knows where they are and how to succeed. I also monitor queue volumes and communicate changes to my team as well as upper leadership. In addition, I collaborate with other areas of the business to design the tools necessary to automate fraud detection, streamline our workflows, and minimize false positives that negatively affect our legitimate customers. I am responsible for handling escalations, which often requires I make difficult decisions which could affect our customers.