Brad Buchner Email & Phone Number

Tampa, Florida, United States

Tampa, Florida, United States

• Actively participated in department Slack channel and advised agents regarding disputes and fraud policies and procedures
• Recognized as point of contact for department leaders of Fraud Resolutions.
• Led and conducted team meetings for team of 20.
• Coached, trained and developed agents in a one on one setting and created individual action plans
• Ensured proper staffing levels by monitoring real time department metrics, statistics and current service levels.
• Performed daily audit of Fraud Reversal requests for accuracy in reporting and agent accuracy.

Tampa/St. Petersburg, Florida Area

• Identified process improvement opportunities and made recommendations for change.
• Consulted and coordinated with other LOBs to resolve concerns.
• Gathered first-hand customer information and knowledge to improve products/services.
• Guided, motivated, and inspired others to think differently and deliver results.
• Worked on several outbound projects to survey card holders about new products
• Selected as Team Lead in Call Scrubbing/Call recording for 18 LOBs across all sites.

Tampa/St. Petersburg, Florida Area

• Analyzed account activity to assess levels of fraud risk.
• Handled escalated calls from other call groups.
• Selected as Team Captain for two terms and department Subject Matter Expert; assigned to special departmental projects.
• Presented NPS deep dive during weekly manager GEMBA.
• Chosen to work on special department projects NPS, Bass Cab remediation.
• Won Quarterly ROAR award three times.

Portland, Oregon Area

• Acted as primary Chargeback contact and provided support of Fiserv Portfolios.
• Communicated appropriate dispute resolution processing for Visa & MasterCard debit clients.
• Analyzed and provided chargeback input for queue of clients; reviewed and processed dispute/fraud claims in timely and accurate manner in support of Service Level Agreements, while maintaining awareness of Visa and.
• Responded to inquiries from internal and external clients regarding chargeback requirements.

Portland, Oregon Area

• Confirmed coverage and conducted full investigation to determine liability for Auto Damage Claims
• Verified statements and worked with the Field Appraisal, Subrogation and SIU.
• Interacted with Insureds, Claimants, Agents and Internal Customers.
• Established and entered claim reserve requirements and made adjustments, as necessary, during the processing of the claims.
• Documented actual damages associated with claims, and processed claim settlements within assigned authority limits.
• Maintained/managed diary of pending claims and manages incoming correspondence

Tigard, Oregon

• Researched, investigated and determined chargeback rights to dispute transactions for cardholders.
• Negotiated with merchants and banks regarding settlement of disputes when appropriate.
• Adhered to Mastercard Guidelines during research to assist cardholders.
• Resolved problems with multiple answers, choosing the best fit for customer.
• Recognized for expertise; selected as floor walker and peer coach and to work on High Balance Claims.

Tampa/St. Petersburg, Florida Area

• Provided one touch call resolution for member inquiries
• Adhered to all Member Care and credit union procedures and policies.
• Provided friendly, professional, courteous support to members and peers
• Committed to achieving individual, team and organization goals

London, Canada Area

• Executed established plans to increase employees’ loyalty, satisfaction and pride.
• Enforced and educated crew of 75 on policies, labor laws, and security/safety procedures.
• Recruited, selected and retained an optimum number of crew and shift management.
• Maintained standards for raw and finished quality as well as service speed and quality.
• Executed established plans to improve external customers’ satisfaction with McDonald's experience and to increase loyalty.
• Lowered food costs by 7%; selected to deep dive and assist stores across network.