Sean Pfendler Email & Phone Number

Tempe, Arizona, United States

Ground operations manager for Trinity Medical Solutions. I manage our nationwide fleet, EMS providers, and driver program that transports medical teams and organs for organ donation.

Chandler, Arizona, United States

• Created and conducted training that resulted in the highest team quality assurance score for consecutive months.
• Trained team members on technical skills, which reduced average handle time by 19%.
• Initiated a recognition program that helped increase the team’s call quality score by 5% over the goal.
• Recognized as a top-performing leader through the leadership recognition program.
• Analyzed data and observed team members to identify opportunities. Developed team members through coaching to exceed key performance indicators.

Phoenix, Arizona, United States

• Managed a learning and development team and delivered increased performance.
• Led the development of virtual training courses and successfully managed the migration from in-person classrooms to a virtual platform.
• Monitored service levels by utilizing Microsoft Excel and workforce programs. Improved adherence to service level agreements by restructuring the first month of employment.
• Revised the course curriculum, which resulted in higher revenue and cost reductions. The new hire’s sales conversion rate increased by 15%.
• Created course content utilizing programs such as PPT and Captivate.
• Collaborated with the leadership team to create company communications and assist with commercial and insurance client implementations.

Phoenix, Arizona, United States

• Drove production through coaching which led the team to exceed sales quotas and key performance indicators. This included meeting or exceeding sales goals by 5-15% each quarter.
• Acted as a hiring manager and oversaw the training of chat and email customer service representatives.
• Supervised customer service representatives who interfaced with customers via phone, chat, and email communications.
• Designed materials and courses for a new business venture and successfully met guidelines and achieved goals.

Phoenix, Arizona, United States

• Led classroom instruction for new hires and tenured staff on insurance claims, customer service skills, and sales techniques.
• Recruited, interviewed, and onboarded new hires.
• Created course materials and departmental communications to meet business goals and requirements.

Phoenix, Arizona Area

Exceeded key performance indicators in the role while delivering customer service in consumer, insurance, and commercial business segments.

Columbus, Ohio Area

I contributed to the development of departmental marketing and communication materials.

Columbus, Ohio Area

• Applied persuasive sales techniques to customer’s membership inquires.
• Created presentations and content for the fundraising campaigns.
• Conducted training of new team members.
• Researched, analyzed and classified large sums of donor information.

Presidential Campaign

• Created documents for press briefings, messaging points, and explanatory documents.
• Organized and facilitated education for staff and volunteers.
• Maintained and initiated relationships with high-level donors and patrons.
• Directed and recruited a team of staff and volunteers from across differing regions.
• Responsible for efficiently capturing and analyzing constituency data to support outreach efforts.
• Developed and presented outreach strategies for the Director to review with top management.