Amy Dicarlo Email & Phone Number

Nashville, TN, US

Nashville, Tennessee

Nashville, Tennessee

• Deliver best in class service by proactively and reactively assisting an average of 13-16 users an hour with their experience on the Lyft platform.
• Positively project Lyft's voice through the use of CRM tools like Khoros and Zendesk to provide support over social media and email.
• Maintain scorecard above 97th percentile with an average customer satisfaction rating 15% above team goal.
• Work cross-functionally with other LOBs and stakeholders to identify gaps in content and improve internal resolution processes through deep dives and data analyses.
• Created processes that save SLA 30% during high-volume events on Twitter and Facebook.
• Contributed to increasing team headcount 40% through interviewing and evaluating potential candidates.

Nashville, Tennessee, United States

• Planned and coordinated logistics for virtual (instructor-led and self-led) training for various lines of business.
• Coordinated scheduling timelines alongside Workforce Management stakeholders.
• Created new training courses and enrolled eligible users as needed using a learning management system.
• Collected, analyzed, and presented data for individual training courses to stakeholders.
• Identified training needs and areas of opportunity for existing training materials.
• Implemented job aids and other supporting materials as a result of data driven conversations with stakeholders.

Nashville, Tennessee, United States

Nashville, Tennessee, United States

Mount Laurel, NJ

• Assisted customers with all banking needs pertaining to their accounts.
• Analyzed customer’s accounts to add or remove products that fit customer appropriately.
• Reached daily sales revenue goals of up to $400, as well as maintaining corresponding monthly and quarterly goals.
• Received recognition for reliable attendance.
• Received recognition for being a top sales revenue performer for the month of February across all three of the company's contact centers.

Sicklerville, NJ

• Assisted guests on sales floor with merchandise, sales/promotions and questions pertaining to store-specific applications.
• Operated point of sale system.
• Created welcoming sales floor by maintaining visual displays.
• With vast knowledge and training under different positions, assisted entire team by being flexible and working in multiple departments each day as needed.
• Received recognition for flexibility from leaders on a weekly basis.
• Certified in food safety through Target Cafe and Starbucks experience.

Old Key West And Saratoga Springs Resorts, Lake Buena Vista, FL

• Assisted guests on sales floor with merchandise and questions pertaining to store, resort and theme parks.
• Operated point of sale system as well as assisted evening manager with closing registers as well as counting and handling money.
• Packed and delivered grocery orders to Disney Vacation Club Members’ rooms.
• Earned over 20 leader recognition cards for exceeding safety, courtesy, show and efficiency standards within a five-month span.

Philadelphia, PA

• Prepared campus for open house events with decorations, proper directional signing and informational brochures that would entice prospective students.
• Led tour groups of perspective students (ranging from 1-15 people) around campus. Provided groups with information specific to their major of interest along with any coinciding extracurricular/club that would meet.
• Packed and sealed mail coming from admissions office to perspective students.

Bachelor Of Arts (B.A.), Communication Studies

Communication Studies major with a minor in Journalism as well as a minor in New Media.

Bachelor Of Arts (B.A.), Business Management/Marketing

Activities and Societies: Cheerleading Team Campus Religious GroupStudent Ambassador