Amr Heaba

Team Lead

Dubai, United Arab Emirates

Uber

Apr 2019 - Apr 2020 -1 yr

Job Details:Led Perspective team at Uber. A program aimed at improving the engagement and retention of Partner Drivers on the platform, and enhancing their driving experience. Built and maintained a high-performance culture focused on delivering world-class customer support Implemented team priorities, and contributed to strategic plans to improve team performance and KPIs Created and built analytical reports, scorecards, and dashboards for the team and management to help tracking and monitoring performance and productivity Worked closely with functional teams to launch the program, and standardize the operations across 3 more markets in MEA. My team achieved an overall business impact equal to $1.28M increase in GB in 2019

Uber

Dec 2017 - Mar 2019 -1 yr, 3 months

Job Details:Managed a portfolio with over 2,000 drivers as a dedicated account manager Provided both proactive and reactive support for drivers Did shadowing sessions with multiple teams across the organization including product, marketing, and CX Helped in creating and Presenting team projects to different stakeholders

Uber

Jun 2017 - Dec 2017 -6 months

Job Details:Delivered high-quality service across multiple support platforms (email, chat, phone) Been a passionate advocate for drivers while answering any questions that come my way Showed compassion to frustrated drivers while solving problems and addressing unsatisfactory experiences Triaged issues, handled urgent complaints from drivers and advanced them when required Worked with the management to stay updated with product knowledge

Bachelor's Degree in Metallurgical Engineering
Suez Canal University (SCU)
Jan 2016

Foundations: Data, Data, Everywhere (Google Data Analytics Professional Certificate)
Google·2021
Data Challenger Track (Data Analysis/Specialization)
Udacity·2021