Sam Hatamleh

Waterloo, ON

6479874204

hatamleh.sam@gmail.com

SOTI Aug 2023 - Present

Formulated the Product Learning Experience strategy (PLX) to develop self-paced online knowledge transfer courses for new product releases, combining the efforts of Product Managers, Content Developers, and Instructional Designers. This project leveraged content directly sourced from Jira tickets and PM-recorded demos, resulting in an annual reduction of over 1,000 working hours for the Product Management team.
Using Copilot and the Knowledge Transfer content, I auto-generated product-related content which used to be created by Product Managers, including Console Pop-ups for new features, QA testing scenarios, and Release notes.
Deployed a new AI tool (wellsaidlabs.com) that achieved a fourfold acceleration in output speed, removing project dependencies and saving the company over $90,000 in voice-over services.
Recruited, onboarded, and coached a team of Content Developers and Instructional Designers. I also created a new Learning Media and Technology team that focuses on producing online instructional videos.
As an individual contributor, I designed and developed Go-To-Market product ILT sales courses for Account Manager and Sales Engineers.

SOTI Mar 2022 – Aug 2023

Worked closely with Product Management, Professional Services, and Technical Support teams to create technical and product web-based courses for internal and external audiences.
Managed a team of instructional designers and focused on building a culture of transparency, accountability, and continuous improvement.
Implemented new Project Management and Quality Assurance tools and processes and upskilled the team on new software to ensure excellent execution and high-quality output.
Enhanced product training through hands-on lab exercises and infused interactive simulations and games in our online courses to provide engaging and effective learning experiences.
Transformed ILT Sales Enablement programs into scalable digital self-paced programs to educate customers, partners, and the sales organization on the value proposition of our products.

Block (formerly Square) May 2021 – Jan 2022

Formed a new ID team and built new WBT and VILT templates, a development process based on the ADDIE model, and aligned expectations with all our internal and external stakeholders.
Coached the IDs and strengthened their consultative, communication, and Articulate 360 skills.
Created a new JIRA intake process for the L&D team and collaborated with the other L&D leaders to define roles and responsibilities between the different teams.
Introduced project and resource management software (Asana & Harvest Forecasting) to ensure projects were completed on time with quality that exceeded the client’s expectations.
Hired new IDs and expanded the team from 3 to 6 designers.

Scotiabank Mar 2020 – May 2021

Managed a team of 10 Instructional Designers and improved their productivity and quality of output.
Introduced Articulate 360 and upskilled all the IDs.
Introduced new learning methods, such as gamification, micro and experiential learning, to improve online learning.
Redesigned development procedures to strengthen the relationship between the IDs and stakeholders.

BMO Mar 2018 – Mar 2020

Designed blended learning solutions for large software implementation projects.
Incorporated an agile methodology and invested in stakeholder relationships that allowed for flexibility and higher client satisfaction.
Coached new instructional designers on the latest design software to produce effective and efficient learning solutions.

Enbridge Dec 2013 – Mar 2018

Developed e-learning and instructor-led courses, using Articulate 360, Adobe Creative Suite and other software.
Piloted, tested and successfully navigated the LMS to deliver high-quality learning experiences.

Scotiabank November 2010 – December 2013

Serviced Scotiabank’s small business customers and ensured customer satisfaction.
Handled sales calls for Visas & LOC applications, mortgage renewals, chequing & saving accounts, and other services.

DHL Jun 2008 – Jul 2010

Managed the annual budget of the Training and Development department to achieve 21,500 training hours.
Developed and implemented the annual training plan in line with the organization’s goals and strategies.

DHL Feb 2007 – Jun 2008

Facilitated training courses such as Employee Onboarding, Customer Service Excellence, Telephone Soft Skills, Up and Cross-Selling, Managing Angry Customers, and other technical courses.