Morgan Buck Email & Phone Number

St Petersburg, Florida, United States

• Managed daily operations of both Chargeback Support (ticketing) and Chargebacks Accounting back office teams in accordance with Regulations E&Z of the Truth in Lending Act• Managed Chargeback Support’s Accounting team and assisted with research, reporting, corrections and approvals for: adjustments, credits, debits, general ledgers, as well as coordination with sister team’s AR and AP teams• Ran daily and weekly Mastercard and Visa exceptions reports that assisted in maintaining ledgers, making adjustments (debits/credits) and ensuring the integrity of fraud and dispute cases• Reviewed and processed daily, weekly and monthly approvals for losses related to chargeback cases at department level• Managed hiring, training, coaching, attendance, timecards, PTO, reviews and shifts• Implemented employee remote monitoring software across all of Chargebacks on-site and remote workers (250+ associates) as well as generated insight reporting• Handling of various Visa & MC fraud, authorization, processing error and dispute escalations• Administration of user credentials, access, and ticket routing for SNOW ticketing system• Reviewed daily approvals; user’s system access, reported losses and expense reporting• Created (later automated) Manager’s “Loss Report” to monitor total losses by site/team/case• Generated reports; performance, volume/inventory, accounting, email requests & more• Automated Manager’s morning reports (also to Executives) w/ case & ticket volumes, urgency, owners; reduce timeframes, identify trends, reduce client impact & escalations for client satisfaction• SNOW (Service Now): Implemented (with site Admins), trained associates, managed users and tickets• Created & Managed keyword tickets report macro (2000-5000+ daily) to identify: miscategorized, misrouted, incorrect urgency with optional & customizable word/phrase search (example: “legal”, “Attorney General”)

St Petersburg, Florida, United States

• Supervised 40+ CSRs (20 direct): Team Leads, Lost/Stolen, Card Activation, BB&T, General• Managed interviews/hiring, training, attendance, timecards, and PTO for team (Kronos/SharePoint)• Created automated QA form-filler macro for 3 audiences (associate/team/leadership), including scoring as well as automated feedback notes to increase quality and feedback response time • Generating monthly performance reports for management for call volume & performance insights• Hosting weekly/monthly routine client calls, as well as client escalation calls to address concerns, identify trends, and improve service• Performing standard monthly quality call audits as well as optional coaching audits to increase associate performance

St Petersburg, Florida, United States

• Continued Tokenization (ApplePay, GooglePay, etc.) product expansion in new role as Supervisor• Managed daily operations; hiring, training, coaching, attendance, reviews, salaries, timecards, escalations• Mastercard Site Administrator: supporting all access, permissions, BIN support and reports• Created all forms and process flow for team and client submissions; suspected fraud calls, call back requests, escalations, client change requests, escalations, call back requests, KB docs, training class submissions, new hire intake forms, surveys/quizzes, quality audits (training/on-floor), QAs and calibration intake forms (onshore/offshore), schedule requests, coaching forms, permissions (Visa, MC, SharePoint)• Optimizing schedules, handling real-time skilling, analyzing call volume/staffing to increase coverage and maintain service levels (exceeded service level requirements 11/12 months in 2017)• Maintaining 97.5% overall quality, maintaining unprecedented 2 years of <0.5% calibration variance• Created Performance Profiles (team/assoc.) macros to: update, email management, auto-generate associate’s daily/weekly/monthly report• Developed SharePoint reports for QA reporting, w/ import page saving hundreds of monthly emails and production hours. Includes feedback & progression; quickly contributing to my entire team winning “Top Performer”• Additional macros created as needed for e-mail scraping, counters, feedback reports, attendance forms, volumes, etc.• Expanded & automated Supervisor’s Attendance Tracker and Agent’s Performance books; creates new hire forms, imports new hires, and daily adherence• Tested, trained and implemented IDology verification product• Created enhanced training material (simulators, study aids) and certified all associates

St Petersburg, Florida, United States

• Managed product/dept. from launch across all card platforms (credit, debit, prepaid) to 23 agents, 500+ clients across 7 platforms (research, setup, verification process, tech support, training material & instruction, etc.)• Created all forms and process flow for team/client submissions; fraud trackers, call back requests, escalations, client change requests, escalations, call back requests, KB docs, training class submissions, new hire intake forms, surveys/quizzes, quality audits (training/on-floor), QAs and calibration intake forms (onshore/offshore), schedule requests, coaching forms, permissions (Visa, MC, SharePoint)• Created and instructed all training material (creative design, illustrations, simulators, study aids) and tested other LMS solutions• Instructed all classes & certifications for first 4 years until moved to offshore QA team• Optimizing schedules, real-time skilling, analyzing call volume to increase coverage and maintain service levels (exceeded SLs 11/12 months in 2017)• Maintaining 97.5% overall quality, maintaining unprecedented 2 years of <0.5% calibration variance• Created Performance Profiles (team/assoc.) macros for updates, manager reports, auto-generating associate’s daily/weekly/monthly reports• Developed SharePoint reporting forms for QA, w/ import page for Offshore QA Team saving hundreds of monthly emails (feedback, progression, scores) and production hours; contributing to my entire team winning “Top Performer”• Additional macros created for e-mail scraping, counters, feedback reports, attendance, HR docs, volumes, etc. (for leadership, peers, team and myself)• Expanded & automated Supervisor’s Attendance Tracker functions; creates new hire forms, quick insert associates profile, daily adherence captures, likely saving tens of thousands annually• Set up and maintained all Mastercard online access, BINs and troubleshooting• Supported internal/external escalations for activation, verification and device troubleshooting

St Petersburg, Florida, United States

• Assisted in implementation of initial ApplePay digital wallet product (and future digital wallets), creation of verification procedures, call data intake procedures, troubleshooting process and support documents, and general escalations• Created initial SharePoint page for department, including all product research, training material and support documents• Continued to develope knowledge base and training material for the expanding team and product that would be used for future new hire classes• Supported daily operations of incoming calls for digital wallet verification, as well as troubleshooting setups and supporting escalations

Largo, Fl

• I was hired on full-time, becoming a senior rep and maintained all previous duties as listed under contractor along with additional duties• Instructor for Customer Service new hire classes on hard goods and safety products• Representing the department in new company-wide training implementation and strategy• Providing guidance on individual issues to lower level CSRs• Created and lead Process Team for Customer Service to make sure processes are documented, up-to-date and easily available to other team members• Managing the department’s SharePoint site (containing procedures, resources, schedules and important communications) with a focused shift towards self-reliance; saving company resources• Editor and lead author of the department’s newsletter

Largo, Fl

• I was hired as a temporary contractor with Kelly Services for the position at Airgas Retail Solutions. I was later hired on full-time and quickly excelled• Monitoring and taking escalations on the floor• Providing guidance on individual issues to lower-level CSRs• Troubleshooting issues with customers• Researching and assisting customers with ETAs on deliveries• Placing orders, tracking and following up on orders for customers

All iPhone/iPod models: LCD screen repairs, digitizers, headphone jack assemblies, battery replacements, sim card tray replacements, rear face-plate replacements & helping prepare customers for locating lost phones or backing up data.PC Repairs and Custom Builds: I have a lot of experience in computer upgrades, OS installs and repairs/replacements. Additionally, I have built custom computers of all types for many people.

Creating, updating and maintaining spreadsheets for tracking production and volumes with a focus on accuracy.Printing and running reports and locating and solving system errors.Maintain monthly tracking workbooks.Communicate with clients for problem solutions.

Review and adjudicate participant claims by following company procedures and practices defined by the IRS.Consistently meeting and exceeding departmental goals for productivity and quality on a monthly average.Understand changing flexible spending account fundamentals.

Maintaining and servicing equipment ranging from small to heavy machinery.Preemptive and post rental inspectionsInventory for products

Microsoft Technology Associate, Computer And Information Sciences, General

College Courses of Note: -Intro to Computers & Programming -Local Area Network Concepts (*A) -Web Page Creation (HTML/XHTML/CSS) -Network.

English

Favorite studies included: English, Sociology & American History