Ahmed Shousha
CX Professional And Content Creator
Cairo
Summary
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
6
6
Certifications
2
2
Languages
Work History
Tiktok content Creator
Personal Life
01.2022 - Current
- - Produce, shoot, and edit high-quality, engaging videos on movie reviews and awards predictions.
- - Utilizing CapCut and Canva as tools for editing and generating photos and posters.
- - Stay updated with trends and news.
- TikTok account: https://www.tiktok.com/@ahmedshoushareviews.
Risk & Compliance Specialist II
Uber
04.2020 - 07.2025
- - Review mobility and delivery risk appeals from the deactivated earner across EMEA and LATAM to ensure compliance.
- - Review safety and identity. Mutombo appeals from the deactivated earner across EMEA, the US, and Canada to ensure compliance.
- - Perform safety data auditing on the backlog of safety Jiras (Rides, Eats, DACT, SIPC) to ensure the accuracy of categorizing the safety incidents for the most severe incidents.
- - Be proactive in providing recommendations for safety taxonomy improvements and Compliance Ops methodologies.
- Participate in Global Compliance Ops projects for policy improvement to ensure a risk-free platform.
Customer Experience Specialist - MEA Rides (STA)
Uber
09.2019 - 03.2020
- - Conduct root cause analysis and deep dive into the performance numbers, taking data-driven actions to increase the customer experience.
- - Providing insights to reduce contact rates and identify trends to improve CX metrics for the MENA region (e.g., CAST - Quality metrics - Defect Rate).
- - Partner with different stakeholders on scaling Rider's support projects and policies.
Community Operations Subject Matter Expert - MENA
Uber
04.2017 - 09.2019
- - Supervise the Driver LOB in their daily work as the source of truth.
- - Ensure the team is aware of any new products, business campaigns, and process updates, and how these impact their work.
- Create and manage the team’s newsletters for quality, knowledge updates, and outages.
- - Deliver coaching on knowledge and quality updates to improve agents' performance.
- - Support team leads in improving their team’s performance in terms of knowledge and quality.
- - Build and maintain strong professional relationships with various stakeholders across different teams and lines of business.
- - Provides insight on process inputs and drivers’ feedback from our markets to stakeholders to enhance policies and improve the customer experience.
- - Conduct root cause analysis to suggest improvements to CX policies.
- - Partner with the content team to identify policy and knowledge gaps, and ensure delivering content in a timely and appropriate manner.
- - Being the source of truth for the MENA Document Approver team, I am working on improving Doc Approver resources.
- - Organized and led a round table with Egypt’s highest-rated drivers, along with the MENA Regional CommOps Manager.
Community Support Representative
Uber
04.2016 - 04.2017
- - Support the community of partner-drivers in MENA cities and answer their contacts.
- - Follow policies and procedures during support.
- - Ensure the quality of every support experience.
Telemarketing Representative
Centro CDX
09.2015 - 02.2016
- - Telemarketing for medical supplies provided to Medicare holders in the USA.
- - Call US seniors and promote the products covered by their insurance.
Education
Bachelor - Agriculture Science
Cairo University - Faculty of Agriculture
Cairo 09.2006 - 07.2011
Skills
Stakeholder Management
Time management
Project Management
Business Process Improvement
SQL – Google Sheets
Data Analysis
Video editing
Certification
Become a Project Manager
Timeline
Tiktok content Creator
Personal Life
01.2022 - Current
Risk & Compliance Specialist II
Uber
04.2020 - 07.2025
Customer Experience Specialist - MEA Rides (STA)
Uber
09.2019 - 03.2020
Community Operations Subject Matter Expert - MENA
Uber
04.2017 - 09.2019
Community Support Representative
Uber
04.2016 - 04.2017
Telemarketing Representative
Centro CDX
09.2015 - 02.2016
Bachelor - Agriculture Science
Cairo University - Faculty of Agriculture
09.2006 - 07.2011
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