Manager Inside Sales

Yasmine Sharaf, MBA

Toronto, ON +1-905-***-**** *******.******@*****.*** linkedin.com/in/yasmines

BILINGUAL INSIDE SALES •• CUSTOMER SERVICE •• PROJECT MANAGEMENT •• IMPACTFUL RESULTS

Profile Summary

A highly organized, results-oriented and dynamic IT Leader with a track record of success managing complex implementations, accelerating business growth and driving results within the telecommunications and IT industries; possesses Canadian and international experience. A collaborative leader who builds performance-driven teams; recognizes talent and inspires team members to achieve full potential while working toward common goals. Known as a highly skilled presenter with the proven ability to influence others and win support on critical issues. Excels at building customer partnerships and delivering unparalleled customer service. Possesses a love for learning and is passionate about exploring new technology; embraces change and growth.

Areas of Expertise:

Leadership & Support

Team Development

RPA Business Analyst

Account Management

Product Marketing

Budget Forecasting

Change Management

Account Strategy

Problem Solving Issues

Languages: Fluent in English, French and Arabic.

Work Experience

EY Canada – Toronto, Canada 2019 - 2020

IT Business Consultant

Introduced digital workforce to customer platforms and establishing wider use of Robotic Process Automation.

Assisted Director in design and implementation of Robotic Process Automation (RPA) CoE program, identified and managed all risks across the RPA lifecycle, mapping the current state process to identify automation opportunities.

Developed client sales pipeline communications process, creating process documentation, identifying pain points and translating process knowledge into automation requirements to offshore resources.

Performed feasibility analyses and identified benefits, risks, resources required, organizational impact and alternatives based on business needs; defined requirements by identifying and consulting stakeholders to determine expectations; analyzed requirements to detect and correct conflicts and determine priorities; verified and converted user requirements into systems requirements and identified systems bounds. Solved problems in Project Design Document (PDD) before handing it to the developer.

Supported Change Management practice to help client team transition to organizational changes.

Provided consultancy for continuous improvement in the business processes; conducted periodic internal workshops and training; prepared user documentation and project documentation.

Hilti Canada – Toronto, Canada 2012 - 2018

Bilingual Customer Service and Inside Sales

Processed over 100 orders on the Database with completeness and accuracy on a daily basis.

Introduced New Product to customers through phone, explaining features and sending emails with marketing plans and brochures. Grew the number of engaged customers by 35%.

Unlimited for All – Miami USA 2010 2011

Sales Manager

Managed portfolio of 20 cell shops in South Florida to brand products and increase market share.

Determined annual unit and gross profit plans by implementing marketing strategies and analyzing trends and results.

Created objectives by forecasting and developing annual sales quotas projecting expected sales volume and profit for existing and new products.

Grew sales volume, product mix, and selling price by keeping current with supply and demand, changing trends, economic indicators, and competitors.

Summit Technology Solutions – Cairo, Egypt 2009 - 2011

Senior Service Delivery Manager

Managed 150 technical team members to set up service organization to satisfy agreed scope and to target maximum availability of networks, systems and services.

Delivered numerous projects on time and on budget.

Managed bids and provided proposal support for a $100 M project portfolio.

Provided key accounts relationship management across all levels and business areas.

FLAG Telecom/Reliance – Cairo, Egypt 2007 2009

Partner Services Manager, India, Middle East & Africa

Managed a 24/7 Global Network Operations for Sub-Sea transmission & IP Network. Provided customer centric business critical services to most of the Telco carriers in the Middle East & India.

Lead service assurance efforts internally and aligned customer service expectations with service management processes.

Enforced all KPIs in contracted Service Level Agreements (SLAs) across all customer touch points and systems and ensured highest availability levels.

Egyptian Network Company (EgyNet/Etisalat Misr) Cairo, Egypt 2005 2007

Senior Customer Operations Manager

Managed a $40M / 200 staff Computing Services organization including responsibility for developing and operating Data infrastructure for entire country.

PREVIOUS ROLE INCLUDED :

Technical Services Manager AT&T / Lucent Technologies

Education & Training

MBA, International Business American Intercontinental University, USA

Master of Science, Business & Information Technology Middlesex University, UK

Bachelor’s Degree in Electronics Engineering Cairo University, Egypt

Professional Development:

Completed the Foundation Blue Prism & UIPath Developer Training

Completed the UIPath Business Analyst Certification

Certified Celonis Data Engineer

Volunteer Work

Member of the Rotary Club of Burlington Ontario since 2011

Vice President of the Business Professional Women BPW Virtual Club, 2012 - 2013

Secretary of the BPW Mississauga (www.bpwcanada.com )

Head of “Gift of Giving” Community Service Program, Rotary Club of Weston Florida USA, 2010 - 2011

Assistant Governor RI District 2450 (20092010)

President of the Rotary Club, Egypt, 2006 - 2007

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