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Reem Raouf

Reem Raouf

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  • Timeline

  • About me

    Program Manager - Global Services at RSA

  • Education

    • Karnak Language School

      -

    • Dell EMC - Leadership Academy

      2018 - 2019
      Organizational Leadership

    • Ain Shams University

      2008 - 2013
      Bachelor’s Degree Electrical, Electronics and Communications Engineering Very Good

  • Experience

    • Dell EMC

      Dec 2013 - Oct 2019

      • Establish customer support best practices• Responsible for team inspection and coaching to ensure optimal and effective communications• Monitor operations to ensure they meet service standards• Recommend adjustments and enhancements to the service processes and procedures• Working closely with management team on new initiatives and strategies• Define KPIs for different business units and monitor achievements• Single Owner of Case Assignments• Live Case Support and Coaching• Consistent review of performance within the team and opportunities to drive improvement Show less • Accountable for the delivery enablement of end to end service across 17 Dell EMC products• Ownership of all hot account’s processes• Focal point between Remote Proactive and all other internal Dell EMC business units• Workload planning and global product strategy placement• Coordinating and managing different internal project across multiple teams and products• Ensure adequate trainings delivery and maintenance/enhancement of employee’s knowledge level• Maintains level of readiness to support delivery of customer engagements• Resource management optimization• Proactively spot opportunities for growth and development to enhance customer satisfaction• Weekly OPEX Reporting Show less

      • Customer Success Coach - Connectivity Products - Senior Advisor

        Jan 2019 - Oct 2019

      • Global Lead - Delivery Enablement Team - Strategy and Processes - Senior Advisor

        Jan 2018 - Dec 2018

      • Global Lead - Delivery Enablement Team - Storage Products - Advisor

        Apr 2017 - Jan 2018

      • Cairo GEO Lead - Delivery Enablement Team - Storage Products - Senior Analyst

        Dec 2016 - Apr 2017

      • Subject Matter Expert - Storage Products - Senior Analyst

        Jan 2016 - Dec 2016

      • Upgrade Engineer - Storage Products - Analyst

        Dec 2013 - Dec 2015

    • RSA Security

      Oct 2019 - now

      • Program Manager - Global Services

        Oct 2022 - now

      • Program Manager - Customer Success

        Oct 2019 - Oct 2022

  • Licenses & Certifications

    • Cloud Architect Specialist

      Dell EMC

    • Information Storage and Management V2

      Dell EMC

    • IT Information Library Foundations Certification (ITIL)

      Dell EMC

    • SAN Management

      Dell EMC

    • VNX Expert for Implementation Engineer

      Dell EMC

    • VNX Specialist for Implementation Engineer

      Dell EMC

  • Honors & Awards

    • Awarded to Reem Raouf
      BMW Process Optimization Award -
    • Awarded to Reem Raouf
      Best of Innovation Award -
    • Awarded to Reem Raouf
      CSAT Champion -
    • Awarded to Reem Raouf
      CSAT Course Award -
    • Awarded to Reem Raouf
      Customer Communication Excellence Award -
    • Awarded to Reem Raouf
      Global Record CSAT Award -
    • Awarded to Reem Raouf
      Outstanding Performance Award -