Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Rahma Hassan

Program Specialist
Cairo

Summary

Action-oriented professional with extensive experience at Uber, adept at leading projects, enhancing stakeholder experiences, and optimizing processes through data-driven insights and Lean Six Sigma principles

Overview

9
9
years of professional experience
2
2
Certifications
2
2
Languages

Work History

Functional Coordinator - GROW EMEA FieldOps

Uber
08.2024 - Current
  • Support strategic planning cadences to define functional priorities and roadmap projects.
  • Manage the functional roadmap by tracking project documentation, coordinating with PMs, and leading key initiatives to enhance operational efficiency.
  • Drive process standardization by identifying inefficiencies and implementing cross-functional solutions.
  • Serve as the primary POC for performance governance, preparing WBR, MBR, and QBR materials, and representing leadership as needed.
  • Develop systematic insight-generation processes, delivering actionable insights that drive customer experience improvements and business decisions.
  • Act as the functional PM resource, providing expert project management support, including developing templates, best practices, and execution frameworks to streamline project delivery

Program Specialist IV - EMEA Central Enablement

Uber
01.2021 - 07.2024
  • Supported the establishment of Small Cities Central Operations in CommOps across EMEA by defining key processes, developing comprehensive playbooks, and coordinating new tool integrations, setting up performance governance models, leading to a 200% year-over-year growth increase.
  • Co-managed the operationalization of hybrid work model post-COVID across EMEA Centers of Excellence, impacting over 1,600 employees, and ensuring smooth transition.
  • Conducted experiments and A/B testing across multiple Uber Greenlights locations in EMEA to evaluate the impact of proactive support activities in various markets, providing data-driven insights that guided decisions on the continuation, cessation, and virtual migration of services.
  • Conduct data analysis using Google Sheets and SQL to uncover trends and relationships, effectively presenting actionable insights to inform strategic decisions.
  • Manage and execute multiple projects in a dynamic environment using Asana and Jira, ensuring clear and effective communication with all stakeholders.
  • Report on project outcomes and progress to senior management and larger groups, maintaining excellent organizational skills to prioritize tasks effectively.
  • Collaborate remotely with various teams, ensuring seamless project integration and execution across functions

Content Team Lead

Uber
03.2019 - 12.2020
  • Managing and motivating a cross-functional team of 11 Content Specialists.
  • Overseeing customer and non-customer facing content for various Uber businesses (Rides, Eats, Compliance) across EMEA, ensuring high-quality outputs that support operational goals.
  • Liaising with program leads, program managers, and CX teams on policy changes, new product roll-outs, and improving customer experience through content.
  • Developing reports and dashboards using tools like Google Studio and Jira to monitor content metrics.
  • Handling team administration such as leave, attendance, and performance appraisals.

Subject Matter Expert in Safety

Uber
02.2018 - 02.2019
  • Serving as the primary resource for knowledge, answering ad-hoc questions from CSRs, and advising on best courses of action.
  • Supporting daily operations through business updates, collaborating with CX teams to refine policies, and identifying process gaps via analysis.
  • Ensuring quality assurance alignment through feedback communication and co-creating learning plans with L&D based on identified needs.

Community Support Representative

Uber
07.2017 - 01.2018
  • Deliver high-quality service across multiple support platforms (email, chat, phone) to riders' & drivers' safety-related complains
  • Work with the management to stay updated with product knowledge.

Customer Service Representative

Teleperformance
09.2016 - 01.2017
  • Provided frontline customer service to Western Union customers from the US and Canada, addressing inquiries and resolving service issues.
  • Maintained precise customer records and actively contributed to achieving team performance targets.

Education

BBA - Business Administration And Management

Ain Shams University
Cairo
04.2001 -

Skills

Project management

Stakeholder Management

Decision-making

Problem-solving

Analytical skills

Presentation skills

SQL

Certification

Lean Six Sigma Yellow Belt

Timeline

Functional Coordinator - GROW EMEA FieldOps

Uber
08.2024 - Current

Program Specialist IV - EMEA Central Enablement

Uber
01.2021 - 07.2024

Google Project Management Certificate

01-2021

Lean Six Sigma Yellow Belt

10-2019

Content Team Lead

Uber
03.2019 - 12.2020

Subject Matter Expert in Safety

Uber
02.2018 - 02.2019

Community Support Representative

Uber
07.2017 - 01.2018

Customer Service Representative

Teleperformance
09.2016 - 01.2017

BBA - Business Administration And Management

Ain Shams University
04.2001 -

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