Tom Buurs

Background

About Tom Buurs

Training and Leadership Experience: • Created and developed multiple new hire onboarding curriculum from scratch implementing psychology-based learning modules, micro-learning videos, quizzes and skill assessments all directly tailored to adult learners of all types • Committed to protecting privacy and sensitive information when creating training modules, videos, and resources deployed to several lines of business • Successfully implemented several coaching and mentoring techniques to new and existing staff, providing side by side assistance and detailed feedback on strengths and areas of opportunities for the future • Gathered, organized, and presented data regarding call trends, emerging issues (including solutions), and team metrics on conference calls directly with software vendors • Accountable for creating and maintaining various process documents, streamlined workflow charts, and knowledge management systems to ensure efficient measures are in place to minimize call handle times and escalations • Primarily responsible for creating the initial technical support for online gaming services and the support team, including recruiting and reviewing team members from existing lines of business within the company • Formulated and updated all training material for new hires, along with up-training for existing hires to improve their technical and call flow abilities Professionally: With over 15 years of exceptional and consistent customer service with an over 99% internal and external quality rating, I now train and share this knowledge with new and existing hires. I use my video editing skill to create a number of video training sessions that can be used at any time to train both new and existing hires. I also excel in dynamic environments with effective communication, leadership, and team building experience. Applies efficient time management, organization, and prioritization when analyzing and executing tasks. Proven ability to understand, diagnose, and correct a wide variety of technical and non-technical issues. Previous member of Tier 3 Global Escalations department, which handled software, hardware, and account escalations from over 30 countries. Personally: I'm a huge nerd! I love Dungeons & Dragons, 3D printing, wood working, physical and mental health, and an advocate for people with ADHD among many other things. I'm a very creative individual who has a knack for creating engaging and eye catching content. I craft and curate all editing and maintenance of resources regarding The Geeky Drinkers.