Desirae Ludlow
Summary
Dedicated Service Manager with a proven track record of leading customer-focused teams and implementing effective service strategies. Recognized for enhancing customer satisfaction through streamlined operations and fostering a positive work environment. Strong managerial capabilities include team leadership, problem-solving, and multitasking under pressure. Aiming to leverage these skills to further develop and maintain robust customer relationships in future roles.
Overview
12
12
years of professional experience
Work History
Dispatch Service Manager
Smart Care Equipment Solutions
03.2022 - Current
- Manage team of six Service Coordinators responsible for six states and dispatching over 110 service technicians
- Review employee performance provide constructive feedback
- Provide coaching to facilitate performance improvement
- Monitor and ensure KPI compliance that may impact customer retention
- Guided the team on responding promptly to customers, meeting on-site response times, returning to service, and completing contract visits by strategically planning schedules
- Build and maintain relationships with national and local customers
- Assist field managers in day-to-day operations, projects and focus on customer retention
- Partner with departments such as parts teams, OEM support, sales teams, and National Account Managers
- Maintain and update third-party portals such as Service Channel, Corrigo, and Coupa for updates for customer communication, NTEs, work order submission, and program visits
- Work with account managers on customer follow-up and routine meetings, ensuring readiness
- Review work order accuracy for billing; verifying labor, parts, and material purchases
- Utilize Sigma reporting
Service Delivery Specialist
Smart Care Equipment Solutions
09.2018 - 02.2022
- Dispatched Service techs for Louisville and Houston
- Improved utilization in Houston from 73% to maintaining 90-93%
- Gained trust and developed relationships with customers at local and national level
- Increased in sales during pandemic sans local FSM over field techs
Customer Service Rep
Smart Care Equipment Solutions
04.2013 - 09.2018
- Inbound calls for service and front line of disputes
- Generate service requests via phone and email requests
- Account set up in SAP
Education
High School -
Tipton High School
Tipton, INSkills
- Teamwork
- Organization
- Team leadership
- Goal oriented
- Relationship building
- Excellent communication skills
References
- Juan Mendoza, Operations Efficiency Manager, Juan.Mendozaochoa@smartcaresolutions.com, 1.608.449.3016
- Jeff Martin, AVP, Jeff.Martin@smartcaresolutions.com, 1.561.400.8094
Timeline
Dispatch Service Manager
Smart Care Equipment Solutions
03.2022 - Current
Service Delivery Specialist
Smart Care Equipment Solutions
09.2018 - 02.2022
Customer Service Rep
Smart Care Equipment Solutions
04.2013 - 09.2018
High School -
Tipton High School
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