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.• Increase employee efficiency by outlining best practices and team-specific processes that are continuously updated to meet dynamic changes made across the company. • Organize and consolidate 5-10 crucial updates to present and document in weekly team meetings. • Owned upkeep of training materials to facilitate new and tenured agents on the programs and processes of Lyft’s Social Media Customer Care Team.• Participated in 40-hour victim advocacy training through NACP to handle sensitive and urgent situations with care.

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.• Experience with LMS tools like Docebo. • Experience with project tracking tools like Jira.

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 their interests. • 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