Yasmin El Hawari

SAP Commerce Cloud | SAP Activate | Jira | Confluence | Scrum
• Lead end-to-end SAP Commerce Cloud projects, including platform migrations,
ERP/payment system integrations, and international rollouts.
• Manage Agile teams (5-12) through sprint planning, backlog prioritization, and delivery
execution aligned with business objectives.
• Identify and mitigate project risks proactively to ensure smooth delivery.
• Monitor software quality and ensure deliverables meet functional and technical
standards.
• Manage project budgets and allocate resources efficiently to meet financial and timeline
constraints.
• Maintain comprehensive project and sprint documentation, including reports, logs, and
stakeholder updates.
• Escalate critical issues when necessary and facilitate resolution to remove team
blockers.
• Train and support team members in applying Agile principles, fostering a collaborative
and self-managed team environment.
• Contribute to customer pitches and contract negotiations, collaborating with sales and
legal teams.

• Oversaw daily support operations for Lenovos enterprise clients across Germany,
Austria, and Switzerland, ensuring SLA compliance.
• Acted as liaison between IBM Egypt and DACH regional teams, aligning service strategies
and client expectations.
• Analyzed team performance and customer satisfaction reports; identified trends and
proposed service improvements.
• Led onboarding and training of new staff; conducted language assessments for hiring
suitability.
• Handled high-level client escalations with a focus on quality assurance and issue
resolution.
• Coordinated with IBM field support on hardware diagnostics, technical troubleshooting,
and solution implementation.
• Supported quality assurance initiatives to maintain service excellence and consistency.

• Handled customer inquiries across channels, including flight bookings, schedule
changes, and travel disruptions.
• Ensured compliance in payment processing and documentation; maintained accuracy in
customer records.
• Collaborated with onboarding and training teams to support new hires.
• Contributed to team KPIs by delivering high-quality service and resolving escalated
cases.
• Developed strong communication, empathy, and conflict resolution skills —
foundational for stakeholder management in later roles.

• Supported international students with housing, orientation, and integration.
• Helped organize cultural and academic events; monitored exams to uphold academic
integrity.

• Assisted with daily banking operations, administrative tasks, translation, and
compliance-related research.

• Assisted with cargo documentation, client coordination, and logistics tracking in
international freight operations.

Tourism and Casting
• Supported tour operations and casting logistics, assisting with client coordination and
ticketing activities.

Food Solutions and Supply Chain Department
• Entered and analyzed supply chain data to assess delivery times and performance.