Karen Drummey/Technology Tango

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KAREN DRUMMEY, kdrummey@hotmail.com, 617.678.5814

COMPUTER SKILLS
Articulate Studio: Presenter, Engage, Quizmaker, Storyline, Adobe Captivate Certified Expert, LeaderGuide Pro 8, PowerPoint 2010, Lectora, Camtasia, ASTD Multimedia Certificate, Quia, SnagIt, Adobe Photoshop, Audacity, HTML, Dreamweaver, Word, Excel, Publisher, Infomapping

KEY COMPETENCIES
Instructor-led and eLearning Instructional Design, Training, Adult Learning Teory and Practice, Learning Roadmaps

Global Instructional Designer, 2008 – Present
Trainer / Field Support, 2007 – 2008
Vistaprint, Lexington, MA
Create instructor led, eLearning, and blended courses for global call center agents to support new and existing product offerings

Designed Internet Marketing University, an eight week training program on digital products and concepts (websites, mobile, email marketing, search products, blogs, social media) supporting $75 million dollars revenue goals. Accomplishments include increased customer satisfaction scores, cross sells, and a 25% reduction in subscription cancellation

Created a “Supervisor in a Box” training program to assist supervisors with coaching to support key metrics and revenue goals

Serve as project manager for assigned training projects from start to finish. This includes regularly meeting with business owners, subject matter experts, training staff, etc., to align training needs with project requirements

Create customer support resource materials including job aids and email templates translated into multiple languages, as well as updating our internal Wiki pages and Knowledge Base

Develop modularized courseware that includes audio and video, simulations, workshops, knowledge checks, pre-assessments, post training refreshers, role plays, and learning games, incorporating adult learning theory

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, as well as support trainers through onsite observation and feedback and ongoing support post launch

Train “Where’s the Power? What’s the Point?” presentation design workshop to corporate office employees

Develop and deliver onsite train-the-trainer sessions for nationwide retail partner rollouts including presentations, hands-on exercises, facilitator guides, and participant guides cascading to 1,000+ locations

Create post-training information series for nationwide distribution to retail store associates

Provide onsite field support for retail chains

Conduct webinar training sessions

Identify application issues in the field and communicate with developers for troubleshooting

Freelance Designer / Technology Trainer, 2001-Present
Karen Drummey.com / HomeAdvantageWebSites.com
Created “Where’s the Power? What’s the Point?” presentation design training

Create online marketing materials: Web sites, email marketing campaigns, etc.

Create printed marketing materials: postcard campaigns, brochures, etc.

Assist small businesses with execution of marketing plans

Provide technology training to groups and individuals