Experience

Over 25 years of experience in learning and development experience in corporate, private, and nonprofit settings. Worked with many small businesses to develop their online presence.

Instructional Design Lead / Senior Instructional Designer
Point32Health (formerly Tufts Health Plan)
2013 – present

• Support team of 29 (managers, senior and entry-level instructional designers and trainers) with learning development tools, technology assistance, and instructional design practices
• Conduct staff development workshops and coach on topics such as the ID Workout Series, presentation development, accessible design, and Universal Design
• Strategize with Learning & Development management team on course design and delivery improvement across lines of business
• Assist staff in designing and implementing engaging online Adobe Connect virtual classroom training programs
• Research, test, and recommend technology solutions for purchase
• Create and implement department team design standards
• Design face-to-face, blended, online, and virtual trainings for Operations Department utilizing Universal Design, closed captioning, and accessibility design for screen reader users
• Utilize Workday LMS system for administrating courses, collect and analyze report data
• Project manage larger training initiatives and collaborate with business owners and stakeholders across departments
• Develop eLearning and instructor-led training on new and existing software systems including: Treatment Cost Estimator, member and provider portals, Clinical Authorization System (CAS), HealthRules Payor (HRP), Salesforce, and Verint
• Create courses end-to-end: storyboards, scripts, design, graphics, animations, edits, and voicework
• Design training programs for healthcare programs including Medicare Advantage, USFHP military family plans, Group Insurance Commission (GIC), and Commercial Products
• Revamped 5-week New Hire Call Center training program (health insurance fundamentals, benefits, technology, customer support) resulting in significant improvements in quality assurance scores
• Developed and implemented Supervisor Success Program for managers and supervisors, a year-long program that included: self-paced and guided content, face-to-face forums, and mentoring programs
• Chair for Workforce Pride and board member for company’s Prism Business Resource Group (LGBTQIA+)
• Active in Parallel (disability) Business Resource Group

Freelance Designer / Trainer
KarenDrummey.com / WheresThePower.com
2001 – present

• Freelance for instructional design, presentations, training
• Creator and instructor of Where’s the Power? What’s the Point? presentation design workshop for public and corporate onsite workshops
• Small business marketing (Web, print, email marketing, blogs, local search)
• Private and small group training
• Instructional Design Contractor for Pearson Education
• Webmaster for Massachusetts Court Reporter’s Association, the Watertown Community Foundation

eLearning and Documentation Specialist
Weather Services, International (now IBM)
2012-2013

• Created eLearning/documentation strategy for TruVu MAX real-time weather/traffic/news applications for the software division of The Weather Channel
• Developed and implemented detailed project plans for online learning strategies
• Developed and oversaw training content styles and standards for video and online help
• Worked with graphic arts staff to develop visual assets for video productions
• Wrote scripts and storyboards
• Worked with voiceover meteorology talent to create training videos
• Streamlined existing documentation systems
• Assessed the success of eLearning and made recommendations for improvement
• Maintained and developed video and documentation websites

Instructional Designer / Field Trainer
Vistaprint
2007 – 2012

• Created instructor led, eLearning, and blended courses for global call center agents to support print and online products
• Designed Internet Marketing University, an eight week training program on digital products (websites, mobile, email marketing, search products, blogs, social media) supporting $75 million dollars revenue goals, resulting in a 25% reduction in subscription cancellation
• Created a “Supervisor in a Box” program
• Developed course modules including audio/video, simulations, workshops, and learning games
• Worked with business owners to support product launch strategies and and meet SLAs
• Provided train-the-trainer sessions for three international call centers
• Developed and delivered cascade training sessions for nationwide retail partner rollouts to 1,000+ locations
• Created information series for nationwide distribution to retail store associates
• Conducted webinar training sessions to retail employees

Other Experiences

Web Designer for Massachusetts Bar Association, Technology sales, restaurant owner, real estate marketing, community education Instructor, resident director for UCLA, UMass Lowell, UMass Amherst, instructed Social Diversity in Education course