Martin Pfister

In addition to content creation and training internationally, I:

• Collaborated with other Senior Trainers and Managers to implement programs to streamline efficiency and increase profits.
• Created and implemented company-wide training programs for First Aid and Fire Safety.
• Maintained a perfect client evaluation score of 5 (on a scale of 1-5) since beginning as a trainer, with clients often requesting me by name.
• Selected on more than 20 occasions to deescalate studies in crisis with important accounts.
• Awarded an average of six Exceptional Endeavor Awards per year.

• Planed and created training concepts and presentations that then became SOPs for the Education and Training Department. Each presentation is tailored to study parameters (online, in-person, hands-on, etc.).
• Conducted dynamic on-site and remote trainings for medical professionals in Pulmonology, Cardiology, and eCOA/ePRO with up to 75% international travel.
• Established myself as the first trainer in the company to support all four product lines, passing all tests with 95-100% on the first attempt.
• Evaluated by superiors as having met or (more often) exceeded expectations consistently over the past 7 years.

• In addition to my responsibilities as a Customer Care Technical Specialist I, I:
• Optimized processes, created training documentation and syllabi.
• Provided field service for lung function diagnostics.
• Trained junior technicians on industry best practices and became the most requested mentor.
• Maintained department metrics for Quality Control.

• Supplied technical customer support in English, Russian and German via phone, email and remote desktop.
• Documented customer requirements and conducted training sessions.
• Provided 24-hour helpdesk support and mentored new employees.