Karen Drummey/Technology Tango

COMPUTER SKILLS
Articulate Studio: Presenter, Engage, Quizmaker, Adobe Captivate Certified Expert, LeaderGuide Pro 8, Lectora, Camtasia, ASTD Multimedia Certificate, Quia, SnagIt, Adobe Photoshop, Audacity, HTML, IPIX Virtual Tour, Dreamweaver, Front Page, Word, Excel, Publisher, PowerPoint 10, Quickbooks, ACT!, GoldMine, Top Producer, Infomapping

KEY COMPETENCIES
Training, Instructional Design, Instructor-Led Training. eLearning, Customer Support, Adult Learning Teory and Practice, Learning Roadmaps

WORK EXPERIENCE
Instructional Designer, 01/08-Present
Vistaprint, Learning and Development, Design, Sales and Service
Create instructor led, eLearning, and blended courses for global call center agents to support new and existing product offerings for international technology marketing company. Create customer support resource materials including job aids and email templates translated into multiple languages through collaboration with knowledge management and help desk staff. Develop modularized courseware that includes audio and video, simulations, workshops, knowledge checks, pre-assessments, post training refreshers, and learning games that incorporate adult learning theory. Designed Internet Marketing University an eight week comprehensive training program integrating all electronic product offerings (websites, email marketing,business email address, advanced web tools, search products, blogs, social media) contributing to increased customer satisfaction and a 25% reduction in subscription cancellation. Created a “Supervisor in a Box” training program that assists supervisors with coaching agents on specific post training behaviors that support key metrics and revenue goals that can be used by other instructional designers and tailored to other programs. Work with product business owners and call center staff to support product launch strategies and balance business goals and operation service level agreements (SLAs). Collaborate with knowledge management staff for translation projections and deadlines. Package materials for translation (French and German) and format post translation. Provide train-the-trainer sessions for three international call centers. Support trainers through onsite observation and feedback and ongoing support post launch.

Trainer/Field Support Specialist, 01/07-01/08
Vistaprint, Strategic Partnerships
Developed and delivered onsite train-the-trainer application and customer support training for nationwide retail partner rollouts including presentations, hands-on exercises, and facilitator and participant guides. Created post-training updates and information series for nationwide distribution to retail store associates. Created and delivered training to call center agents and supervisors providing to support national retail partnership. Provided onsite field support for store associates. Conducted training by webinar to store associates and managers. Observed technology users to identify and address training and application issues. Developed and conducted a mystery shopping program. Created and implemented incentive programs. Designed training samples for sales presentations. Designed and delivered reseller support training.

Web Designer, Technology Trainer, 04/01-present
KarenDrummey.com/HomeAdvantageWebsites.com
Create and update Web sites for small business. Edit digital photos for the Web. Train clients how to maintain sites. Provide technology training for groups and individuals. Promote and create property Web sites for www.HomeAdvantageWebSites.com. Current clients include the Massachusetts Court Reporters Association, MIT’s Massachusetts Space Grant Consortium, and MIT’s Instructor Resource Module. Recent trainings performed are a three-week computer lab course, Ebay the Easy Way, and technology seminar, Don't Let Technology Bugs Byte You.

Marketing and Administrative Manager, 02/04-1/2007
Steven Cohen Team at Keller Williams
Oversaw administrative and marketing operations for a top realtor team with over $70M in annual sales. Created, developed, and maintained bookkeeping and client database systems. Implemented marketing plans. Forecasted and oversaw $1.2M budget. Responsible for technology decisions and streamlining office procedures. Maintained company Web site and developed individual sites for luxury properties. Create panoramic property virtual tours for the Web. Trained and supervise staff. Communicated with buyers, sellers, and attorneys throughout real estate transactions and coordinated transaction documents. Oversaw the marketing of listings and developed client action plans. Strategized cost reductions and income producing activities for the team. Created systems documentation.

Security Sales Consultant, 03/03-11/03
Brinks Home Security, Wilmington, MA
Configured customized alarm systems and security monitoring services. Coordinated installations. Designed and taught home safety workshops to community groups and the Massachusetts Affordable Housing Alliance.

Sales Manager, 12/01-2/03
Computer Warehouse, South Boston, MA
Sold technology services to corporate and nonprofit organizations. Identified client technology service needs and worked with technicians to develop technology plans. Wrote proposals. Created marketing materials and maintained company Web site. Designed Web sites for clients.

Web Designer, 11/00-11/01
Massachusetts Bar Association, Boston, MA
Created, edited and updated content for the Massachusetts Bar and other affiliated departments including the Massachusetts Bar Foundation and the Massachusetts Bar Insurance Agency. Redesigned Web pages and sites for better usability. Managed Continuing Education Web store and calendar. Designed Web ads and graphics to promote Mass Bar conferences and programs. Assisted members with login issues. Updated Mass Bar database. Taught staff HTML and how to maintain individual sites.

Contract Training Consultant, 6/00-11/00
nSight, Inc., Cambridge, MA
Training Consultant for print and interactive media services company. Maintained training section of nSight's Web site. Sold custom training programs. Assisted with the evaluation of course offerings and development of quarterly public course schedule and catalog layout. Recruited and hired instructors. Assisted in the development of marketing strategies. Attended trade shows to promote training programs. Proofread course content. Developed effective cost labor-cost saving strategies.

Staff and Client Services Manager, 11/98-5/00
Jones, Fritz & Sheehan, Boston, MA
Created and implemented client maintenance program for court reporting company. Developed and marketed a profitable videoconferencing services program. Performed presentations for law firms. Provided computer training to staff and court reporters. Designed promotional materials. Oversaw court reporter transcript deadlines. Recruited office staff. Planned staff development seminars.

Restaurant Owner, 7/95-9/98
The Casual Cup Coffeehouse, Brookline, MA
Created and operated a 40-seat restaurant featuring live entertainment, art exhibits and events. Responsible for all bookkeeping, purchasing, hiring, marketing, advertising and operations. Designed menu items and recipes. Organized functions and private rentals.

Resident Director/Acting Judicial Affairs Coordinator
UCLA, Los Angeles, CA, 9/92-6/95
University of Massachusetts, Lowell, MA, 9/90-1/92
University of Massachusetts, Amherst, MA, 9/88-9/90
University of Massachusetts, Amherst, MA, 9/88-9/90
Managed residential student complex. Hired, trained and supervised 24 professional and student staff. Oversaw budget. Instructed university-approved three credit classes and workshops including Social Issues in Education. Provided educational programming workshops. Counseled students on personal and academic issues. Administered judicial hearings. Planned and presented at conferences for student and professional staff. Advised student groups. Served on committees.

EDUCATION
M.Ed. Organizational Development, UMass Amherst
B.S. Psychology, UMass Amherst
Web Master Certificate, Clark University Computer Career Institute
Massachusetts Realtors License

PROFESSIONAL AFFILIATIONS
ASTD of Greater Boston
ASTD National
National Association of Photoshop Professionals
eLearning Guild