Martin Pfister

Identified patterns and trends that led to undesirable outcomes or affected program compliance, and developed corrective action plans.

Identified areas for improvement within the service department and conducted targeted training to address specific needs.

Fostered a culture of continuous learning by encouraging employees to pursue additional educational opportunities outside of formal, company-provided training.

Conducted regular assessments of current service practices and provided recommendations for improvements where necessary.

Participated in creating the annual budgets for the "Service Training" department and allocated resources efficiently while minimizing costs.

Maintained accurate records of employee progress throughout their training period.

Developed training programs for the department to equip employees with the necessary knowledge and tools to improve personal performance and professional development.

Identified skill gaps within the team and created or recommended learning opportunities to close them.

Increased customer satisfaction by implementing effective training programs for staff.

Monitored participants’ knowledge before and after training sessions to determine the need for additional follow-up activities to close knowledge gaps or improve results.

Organized monthly workshops focused on improving soft skills such as communication, teamwork, and problem-solving abilities.

Ensured compliance with industry standards by monitoring current regulations and integrating relevant updates into existing training materials.

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.