Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic

Aliaa Ayman

Risk And Compliance II
Cairo

Summary

Working Experience from 2015 – Present Customer Service, Livestreaming , Social Media, Translation, Marketing and Teaching.

Overview

9
9
years of professional experience
3
3
Languages

Work History

Risk and Compliance II

Uber
05.2025 - Current
  • Review and assess risk appeals submitted by deactivated earners whose accounts were disabled due to suspected fraudulent or policy-violating behavior, whether automatically or manually triggered.
  • Analyze appeal statements and any supporting evidence to evaluate credibility, relevance, and consistency with internal policies.
  • Conduct in-depth investigations using internal tools such as IWB (Investigation Work Bench), Bliss, Safety Lens, and registration documentation to validate account authenticity and assess risk factors.
  • Examine trip history, GPS maps, account behavior patterns, and potential suspicious relationships to identify fraudulent activity or potential misuse of the platform.
  • Make final case decisions based on a combination of policy compliance, behavioral patterns, and fairness criteria—ensuring both platform integrity and due process for earners.
  • Handle a wide range of deactivation cases across the LatAm region, with current transition toward managing EMEA cases.
  • Maintain accuracy, impartiality, and timeliness in handling JIRA tickets and documenting investigative outcomes.

Risk and Compliance II

Uber
01.2024 - 05.2025
  • Acted as a key member of Uber’s core Account Security & Risk (ASR) team, the central knowledge hub for platform risk, compliance, and security protocols.
  • Conducted comprehensive investigations into regulatory risks, compliance breaches, account takeovers, collusion fraud, and complex document verification issues using internal tools such as Investigations, Monocle, Bliss, Brain-Tree, Query Builder, U-Graph, and Chronicle.
  • Utilized Bliss to communicate directly with riders, eaters, drivers, and couriers to resolve a broad range of sensitive security issues, including:
    Account takeovers (ATO): verifying ownership and assisting users with vault data removal and account recovery.
    Fraud investigations: reviewing reports of collusion between drivers and riders to exploit incentives, and assessing deactivations due to suspicious behavior.
    Unauthorized transactions: investigating claims from riders/eaters disputing charges or transactions, tracking payment methods, and determining refund eligibility.
    Account updates: handling user requests to update personal information securely and in compliance with platform policies.
  • Managed high-priority ECR escalations and collaborated with cross-functional stakeholders to resolve complex compliance and security-related queries.
  • Delivered data-driven insights via SQL-based analysis, supporting case decisions and identifying fraud trends.
  • Partnered with team SMEs on knowledge-sharing initiatives, SOP development, and operational improvements.
  • Defined and enforced standards and guidelines to prevent unauthorized access, data misuse, and account vulnerabilities.
  • Monitored user compliance across EMEA markets, and contributed to improvements in operational procedures and risk detection systems.
  • Consistently met or exceeded KPI targets while ensuring thorough investigations and fair, policy-aligned decisions.

Content manager

Bigo Technology
05.2020 - 12.2023
  • Oversaw streamer operations across multiple regions, including the MENA region, GCC countries, Germany, Turkey, South Africa, and Nigeria, ensuring smooth onboarding, training, content planning, and performance tracking.
  • Managed end-to-end VIP user relationships, including daily communication, satisfaction tracking, personalized gift strategies, and loyalty programs.
  • Successfully engaged with users from diverse cultural backgrounds, leveraging cultural awareness to build trust, resolve conflicts effectively, and tailor communication strategies to meet regional preferences and expectations.
  • Analyzed live broadcast data using Microsoft Excel (pivot tables, reports) to improve user engagement and optimize revenue.
  • Coordinated partnerships with payment agencies and KOLs, supported user acquisition efforts, and explored new market opportunities.
  • Audited video content for quality and compliance, managed content calendars, and provided psychological and performance support to streamers.
  • Translated app content (Arabic ↔ English), provided technical and operational support, and contributed competitive analysis to enhance platform strategy.

Debt Collection Senior

Etisalat
10.2019 - 04.2020
  • Progressed from Agent to Senior Agent, eventually taking on responsibilities as Acting Team Lead within the debt collection unit, handling a high volume of customer accounts across the UAE.
  • Oversaw a team of collection agents, monitoring performance, reporting on KPIs, and motivating team members to meet daily and monthly targets.
  • Designed and implemented collection strategies tailored to account types, improving recovery rates and reducing delinquency.
  • Delegated tasks based on team strengths, ensured effective training, and supported new hires through onboarding and coaching.
  • Maintained detailed records of customer interactions, payment agreements, and follow-ups, ensuring full compliance with Etisalat's policies and UAE financial regulations.
  • Managed and resolved escalated customer issues, maintaining first-call resolution as a key performance target.
  • Negotiated payment plans, settlements, and payoff arrangements, creating trust-based relationships with debtors to increase payment success and reduce future delinquency.
  • Flagged uncooperative or high-risk debtors for legal or escalated action and reported complex cases to senior management.
  • Handled communication with a diverse customer base, including expatriates from various nationalities living in the UAE, adapting communication styles to meet different cultural expectations.
  • Utilized data insights and call history to improve contact strategies and enhance recovery performance.
  • Conducted cross-training among team members to ensure process coverage and continuity.
  • Played a key role in maintaining high productivity, team morale, and client satisfaction through effective team leadership and service quality monitoring.

Customer service Senior

Teleperformance
06.2019 - 09.2019
  • Lead, organize, and review the work of assigned staff.
  • Resolving customer concerns and handling complaints from customers.
  • Providing feedback to management regarding customer satisfaction and responsiveness to customer needs.
  • Receiving inbound calls.
  • Manage large amounts of incoming phone calls.
  • Identify and assess customers’ needs to achieve satisfaction.
  • Provide accurate, valid and complete information by using the right methods/tools.

Tele-sales agent

Emerging Media
06.2016 - 12.2016
  • Contact potential or existing customers in Europe to inform them about the new bundles for call lines- mobile phones – landlines using scripts.
  • Answer questions about services, products or the company.
  • Keep records of calls and sales and note useful information.

Education

Bachelor of Arts - English literature & Linguistics

Ain Shams University
Cairo
04.2001 -

Skills

Listening skills

Negotiation

Problem-solving

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Interests

Padel and Football

Timeline

Risk and Compliance II

Uber
05.2025 - Current

Risk and Compliance II

Uber
01.2024 - 05.2025

Content manager

Bigo Technology
05.2020 - 12.2023

Debt Collection Senior

Etisalat
10.2019 - 04.2020

Customer service Senior

Teleperformance
06.2019 - 09.2019

Tele-sales agent

Emerging Media
06.2016 - 12.2016

Bachelor of Arts - English literature & Linguistics

Ain Shams University
04.2001 -

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