Sheam Hassan

Designed and developed engaging e-learning modules for diverse clients, collaborating closely with the Learning & Development team to align content with organizational learning goals. Actively tested and integrated the latest AI tools and technologies to streamline content creation, ensuring content quality, accessibility, and optimization.

Designed and developed training courses on leadership, mental health, self-organization, and project management, utilizing expertise in digital learning solutions. Translated psychological research into practical exercises, ensuring content engagement and applicability in real-world scenarios.

Designed and implemented online German language courses using Instructional Design models, resulting in a 20% increase in course completion rates. Utilized scenario-based learning and simulations to create immersive learning environments, boosting learner engagement by 25%.

Managed customer service operations through Zendesk, including chat, talk, and social media monitoring, achieving high customer satisfaction and efficient issue resolution. Provided customer support in Arabic, German, and English, with additional proficiency in French and Spanish, resolving inquiries related to order status, product options, pricing, quality, and delivery.

Acted as the primary technical point of contact for 100+ customers daily, providing prompt and professional support in German, achieving a 95% customer satisfaction rate. Resolved 80% of customer issues on the first contact through effective diagnostics and troubleshooting, reducing escalation rates and improving case resolution times by 30%.

Analyzed software requirements and designed detailed test cases for social insurance and HR software projects, leveraging skills in Requirement Analysis, Test Case Design, and Technical Documentation. Executed manual and automated test cases using tools such as Selenium and QTP, ensuring software functionality and quality through Systematic Testing and Regression Testing methodologies.

Designed and developed comprehensive language learning modules aligned with the Common European Framework of Reference for Languages (CEFR), creating structured and effective learning experiences. Created and implemented formative and summative assessments, including oral and written exams, to measure learner progress effectively, adapt instructional strategies, and enhance learning outcomes.

Gained expertise in instructional design and e-learning in a European context while studying in Germany. Focused on adult education principles and methodologies.

Studied foreign languages, building a strong foundation in linguistic principles and cross-cultural communication. Developed proficiency in multiple languages.