Thomas Buroker
TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
Work History
Learning Delivery Facilitator
State Farm Insurance
- Train newly hired Retention 1 and Retention 2 Specialists
- Instill State Farm Processes and procedures on new employees
- Ensure that employees are competent with all resources and programs used in daily calls
- Use call reviews or side by sides to improve the experience Specialists and customers have
- Facilitate Operation wide training updates
- Ensure current representatives are up to date on all processes
- Oversee daily operation and training of representatives
- Trained specialists in ECRM, NECHO, Integrated Auto, Integrated Fire, Policy Center and Drive Safe and Save
CCC Specialist- Escalations
State Farm Insurance
01.2019 - 01.2022
- Handle complex questions from Retention Specialists
- Provide article recommendations to State Farm Answers regarding Specialist questions
- Handle complaints and complex situations from Customers
- Work with peers to continually improve work processes for Escalations and Representatives
- Handles questions from CCC representatives via chat and phone
- Work directly with agent’s and CCC to answer complex billing or process questions for customers
- Lead huddles for peers and Retention Specialists
- Member of On The Ground team.
CCC Sales Representative
State Farm Insurance
01.2016 - 01.2019
- Complete Insurance applications for new and current customers
- Help customers with finding discounts
- Provide any needed documentation needed for customers
- Member of Sales Study Group.
Education
Selected for Chevron Summer Enrichment Program. Two semesters completed toward a mechanical engineering degree. -
Oklahoma State University
Four semesters completed toward a mathematics degree. -
Collin County Community College
01.2015
Skills
- Facilitation Techniques
- Teamwork and Collaboration
- Analytical Thinking
- Time Management
- Attention to Detail
- Relationship Building
- Reliability
- Problem-solving abilities
Organizations
- Helping Others Parent Effectively (HOPE) Ambassador
- Member of PRIDE ERG
Affiliations
- Helping Others Parent Effectively (HOPE) Ambassador
- Member of Pride ERG
Timeline
CCC Specialist- Escalations
State Farm Insurance
01.2019 - 01.2022
CCC Sales Representative
State Farm Insurance
01.2016 - 01.2019
Learning Delivery Facilitator
State Farm Insurance
Selected for Chevron Summer Enrichment Program. Two semesters completed toward a mechanical engineering degree. -
Oklahoma State University
Four semesters completed toward a mathematics degree. -
Collin County Community College