Training Project Manager

CHARLES F. DOW

** ****** **** ***** • Wethersfield, Connecticut 06109 • 860-***-****

*******@***.*** • www.linkedin.com/in/charlesdow

EFFECTIVE TRAINING LEADER

Results-driven training and development professional with 25 years of experience impacting the

performance and productivity of multi-billion dollar organizations through outstanding strategy

development and training implementation skills. Hands-on leader and individual contributor that

partners effectively with senior leaders to create organizational training strategies, as well as works

collaboratively with front-line managers on training implementation. Creative project manager with

strong negotiation and relationship building skills, known for consistently increasing operational

efficiency and surpassing expectations. Competent consultant that can analyze performance issues,

determine root causes, design effective training solutions and accurately evaluate performance.

Instructional Systems Design and Development • Performance Consulting • Project Management

Strategic Planning • Solution Implementation • Training Technology Integration • Leadership

Business Case Development • Negotiation • Relationship Building • Vendor Management

PROFESSIONAL EXPERIENCE

ANTHEM BLUE CROSS/BLUE SHIELD, WELLPOINT, North Haven, Connecticut • 2007-present

Largest provider of commercial health benefits in U.S. with 35M+ members.

Training Leader - Performance Solutions

Partner with senior leadership to identify the root causes of organizational performance

issues and direct the implementation of effective training solutions. Manage, with full

accountability, training consultants, instructional designers, documentation analysts, and

technical trainers. Direct design, development, and implementation of regional, cross-

regional, and enterprise-wide training programs. Oversee all new-hire, refresher, and

concurrent training for 4 key business areas claims processing, customer service (inbound

calls), enrollment and billing, and Dental Operations. Maintain an enterprise-wide content

management system for storage and retrieval of processes, policies, procedures, and

operational information, for more than 22,000 documents.

• Created and implemented new model for performance consultation, increasing

productivity.

• Processed 99.6% of content changes in content management system in less than 24

hours.

• Creating comprehensive training plans to help secure major contracts, resulting in

reduced implementation cycle-times.

• Executed “Train-to-Reference” methodologies and content management technologies,

decreasing training time requirements and increasing operational effectiveness.

THE HARTFORD, Simsbury, Connecticut • 2006-2007

Fortune 100 financial services company with $26.5B annual revenue.

Associate Director - Group Benefits Division Training

Developed combined training strategy for centralized and decentralized training model for

division. Implemented training solutions to support divisional long-term operational strategy,

liaising with senior leadership. Oversaw initiatives to improve 4 key infrastructure areas

training management, learning management, content management, and instructional

methods.

• Created and implemented cost-effective blended training plan for operations, sales, and

marketing, for 16-product launch initiative.

• Crafted and implemented training plan, supporting formal and informal training needs of

major IT solutions architecture initiative.

Resume

Continued on Other Side

CHARLES F. DOW • Page 2 • *******@***.***

ANTHEM BLUE CROSS/BLUE SHIELD, WELLPOINT, North Haven, Connecticut • 2005-2006

Largest provider of commercial health benefits in U.S. with 35M+ members.

Program Manager – eLearning and Content Management

Managed 3 eLearning instructional designers and 7 documentation analysts in creation and

implementation of new regional eLearning strategy. Liaised with service operations

stakeholders to evaluate and change strategies to document and deploy processes, policies,

and procedures.

• Oversaw migration of existing documentation repositories into content management

system that provided single point-of-access.

• Leveraged existing eLearning technologies in development of 30 new modules to build

business case for new asynchronous authoring tools.

• Implemented several skill enhancement initiatives focused on improving operational

metrics.

PEARSON PERFORMANCE SOLUTIONS, Pawcatuck, Connecticut • 2004-2005

Leading performance improvement and customer learning organization.

Program Manager

Managed internal staff of instructional designers and project managers in development of

eLearning and blended training solutions.

• Directed several large-scale web-based training efforts for prominent financial industry

client.

• Delivered projects on-time and within budget, consistently exceeding customer

expectations.

UNIPRISE, A UNITED HEALTHCARE COMPANY, Hartford, Connecticut • 2001-2004

Global health care benefits management company with $40B annual revenue.

Director - Instructional Development

Directed staff of 21 geographically-dispersed instructional designers. Oversaw development

of curriculums for new-hire, recurrent, and refresher training for 3 business functions –

claims, service (inbound calls) and enrollment.

• Spearheaded implementation of eLearning portal that interfaced in 14 locations,

completing project ahead of schedule.

• Directed development of 270 web-based training modules.

Additional Employment History Available Upon Request

EDUCATION

Master of Arts in Education - Specialization in Instructional Psychology and Technology

University of Oklahoma - Norman, Oklahoma

Bachelor of Science in Communications/Media

Fitchburg State College - Fitchburg, Massachusetts

PROFESSIONAL CERTIFICATIONS AND AFFILIATIONS

• Certified Performance Consultant - Langevin

• American Society for Training and Development – Member and Certified Professional Learning

Practitioner

• International Society for Performance Improvement – Member

Resume

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