District Manager

Phone: 312-***-****

Email: **************@***.***

CARLOS CORREA

Summary of

Qualifications

Work experience

15+ years of progressive experience in people management, coaching leaders, team development, training, problem-solving, process improvement, lean operations, and customer service. Driver of culture, breaker of silos, and leader from the front.

8/16 – Present Lyft, Inc.Chicago, IL

OL/OM/DM - Driver Services:

● Lead a team of leaders that own Lyft’s driver support, vehicle service, fleet, and rental experience across the Greater Chicago Area.

● Foster a problem-solving culture, map processes, implement standards, and create an environment of continuous improvement.

● Provide overall operational leadership, direction and guidance to the market regarding our customer and driver experience support strategy

● Analyze and leverage data to identify opportunities and gaps in order to drive results

● Identify targets/objective and strategize to deliver key results

● Ensure team operates within full compliance of local laws and regulations in one of the most complex high compliance markets

● Facilitate career growth and retain talent through development, teamwork, coaching, and recognition within all locations in the Midwest market

Notable Projects/Initiatives:

● 2016 - Created playbook and launched first Driver Onboarding operations, scaled to 12 locations in Midwest with the highest volume, and most efficient funnel management of any Lyft market

● 2017 - Launched Chicago Driver Support Hub, weekly average volume of 1500+, and one of the highest NPS & CSATs in the country

● 2018 - Led committee to develop Lyft’s Leadership Manifesto

● 2019 - Launched first Avis Express Drive (vehicle rental program) partnership at Lyft and scaled to 1000+ fleet in less than a year

● 2019 - Coached multiple Problem-Solving Boot Camps across the country with a focus on Root Cause and Current State Analyses

● 2019 - Member of the Driver Center Blueprint team

● 2019 - Lowest cost Driver Service Operations in the Central Region in terms of Cost Per Visit

● 2020 - Launched CHI Driver Center with record 339 Driver Support cases and 6 vehicles serviced on day one.

● 2020 - Member of inaugural Lyft Inclusion and Diversity Council Education

Accomplishments

Volunteer Work

4/16 – 8/16 Metra Chicago, IL

Workforce Educator:

● Created and developed content for training video projects for the mechanical operations department.

● Led interdepartmental planning committee to determine long term training needs across the company.

5/15 – 4/16 New Horizons Learning Solutions Chicago, IL Sr. Training Consultant:

● Developed partnerships with mid-market and enterprise-level orgs to help optimize their technology and human resource investments through proven training and development solutions.

● Coordinated involvement of company personnel, including support, operations, & management resources to meet account performance objectives and exceed client expectations.

12/10 – 4/15 Kinecta Federal Credit Union Chicago, IL East Division Trainer / Account Manager Team Lead:

● Responsible for reigniting B2B relationships with dormant accounts in states where we did not have a footprint.

● Developed sales training curriculum and responsible for the training of all newly hired AE’s both in product and sales process. 7/05 – 12/10 Flagstar Bank Wholesale Lending Chicago, IL Midwest Region Sales Trainer:

● Created training programs for brokers & correspondents on the use of Flagstar’s system

● Developed a curriculum to train the sales team on selling DocVelocity a digital document management software

2014 – 2016 Saint Xavier University Chicago, IL

Major:Professional Studies - Dual Concentration in Organizational Behavior

& Business Administration

Degree:Bachelor of Arts, Summa Cum Laude

Lyft Five Star Manager Award – 2018:Award given to the top 15 (less than 1.5%) People Managers at Lyft.

Kinecta East Division Employee of the Year Award – 2014:Exceeded targets in all four quarters of 2014 and created a client road map that was implemented across the org.

Tau Sigma Member:National Honors Society

Phi Theta Kappa Member:International Honors Society Cheyenne River Youth Project – Annual Holiday Toy Drive Volunteer Lead Calvin College Parent Council – Council Member

Special Olympics of Illinois – Fundraiser

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