Alia Brothers
Chicago
Summary
A results driven self-starter with 5+ years of experience managing projects, strengthening cross-functional collaboration, and excelling in fast-paced, ambiguous environments. Skilled in anticipating stakeholder needs, and developing creative solutions for business challenges. Ability to analyze complex data, and translate trends into comprehensive spreadsheets, training materials, and data-driven improvement proposals. Motivated team player dedicated to improving processes, generating actionable insights, while also maintaining a high level of efficiency and confidentiality.
Overview
9
9
years of professional experience
Work History
Claims Advocate
Uber Technologies Inc.
Chicago
05.2025 - Current
- Maintained accurate records in claims management systems and databases
- Processed a high volume of claims efficiently while maintaining quality standards
- Provided clear explanations of benefits, eligibility requirements, and applicable laws when communicating with customers
- Assisted in training new representatives on internal policies and procedures
Program Specialist IV - Global Governance & Proces
Uber Technologies Inc.
Chicago
12.2023 - 05.2025
- Monitored usage patterns of various online resources and generated reports highlighting areas where further optimization is needed.
- Compiled, analyzed, and investigated data from internal systems and Ai tools to identify trends and develop insights.
- Designed experiments to test the effectiveness of AI algorithms.
- Tested, validated and reformulated Ai prompts to foster accurate prediction of outcomes.
Sr. Service Quality Team Lead - Safety
Uber Technologies
Chicago
09.2022 - 12.2023
- Hired, managed, developed, and coached a team of Sr. Quality Assurance Auditors and Project Specialists with a focus on Safety / Risk (SIU / Triage) & Compliance projects
- Designed, organized, and presented data using SQL, DataStudio, Periscope, and Salesforce to communicate KPIs, trends, and process improvement proposals
- Led MBR & QBR meetings with regional and global stakeholders, such as Legal, Program, Content, Vendor Management, and offshore BPO sites discussing Quality Assurance trends and plans for improvement
- Built, defined, and implemented support content, policy strategy, and performance management frameworks
- Demonstrated ability to plan, execute, and oversee multiple projects simultaneously, while ensuring on-time delivery
Sr. Service Quality, Risk & Compliance Specialist
Uber Technologies
Chicago
07.2018 - 09.2022
- Served as a critical thought partner to stakeholders (Operations, Program Teams, Legal, etc.) to define business needs, generate quality process improvement plans, and lead initiatives and projects to execute on shared goals
- Assisted in the development of QIP / KPI dashboards, and used these dashboards to analyze trends and opportunities collected from our safety audits, to proactively communicate data-driven insights and create quantifiable goals for project teams
- Organized and supervised regional and BPO QA calibration sessions to validate processes and operational compliance, while collaborating on creative solutions to existing challenges.
- Assembled Quality Assurance project teams, outlined objects, complied resources, determined project timelines, and assigned individual responsibilities to facilitate on-time completion of planned tasks.
- Proven ability to identify risks, implement mitigation strategies, and drive continuous process improvement.
Quality Assurance Auditor
Uber Technologies
Chicago
06.2016 - 07.2018
- Created an internal, globally adopted, auditing framework to measure knowledge base compliance and define quality metrics for Urgent Safety (SIU / Triage) lines of business
- Key leader in setting quality protocols, documentation practices, and analyzing trends to improve efficiency
- Audited internal policies and processes to promote standardization across support lines to improve the Uber customer experience
- Conducted regular status meetings with stakeholders to provide updates, address issues, and ensure alignment with project goals.
- Leveraged Six Sigma principles to identify and communicate compliance risks and quality improvement opportunities.
Education
B.A. - Public Relations, Advertising, and Applied Communication
University of Illinois
Skills
- Technical Skills: Salesforce, Google Suites (Sheets, Docs, Slides, Calendars, etc), JIRA, SQL, Slack, Zoom, Workday, Zendesk, Microsoft Office: Word, Excel, PowerPoint
- Other Skills: Time Management, Process Improvement, Planning & Organizing, Executive Schedule Management, Stakeholder Management, Team Leadership & Collaboration, Creative Thinking, Detail Oriented, Creative & Complex Problem Solving, Verbal and Written Communication, Administrative Support, Safety & Regulatory Compliance, Policy & Process Auditing, Quality Assurance
Timeline
Claims Advocate
Uber Technologies Inc.
05.2025 - Current
Program Specialist IV - Global Governance & Proces
Uber Technologies Inc.
12.2023 - 05.2025
Sr. Service Quality Team Lead - Safety
Uber Technologies
09.2022 - 12.2023
Sr. Service Quality, Risk & Compliance Specialist
Uber Technologies
07.2018 - 09.2022
Quality Assurance Auditor
Uber Technologies
06.2016 - 07.2018
B.A. - Public Relations, Advertising, and Applied Communication
University of Illinois