Verlisha Ludden-Wallace
Pompano Beach,FL
Summary
Transportations & Office Management | Strategic Planning | Project Analysis | Operational Training Possess over 20yrs of experience in clerical, support functions, pupil supervision and logistics Organized and focused leader with high-grade proficiency in office management, project leadership, strategic planning & analysis, human resources, consumer relations and training. Apply a hands-on approach with diverse strategic planning and leadership skills to meet the needs of a dynamic work-environment. Lead by example and build consensus with internal and external strategic members to achieve goals. Work with multiple cross-functional staff members and teams. All duties performed while under limited or no supervision.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Lead Dispatcher/Customer Service
Republic Services
Fort Lauderdale, FL
08.2020 - 11.2021
- Maintained accurate records of all dispatched calls, including details such as time stamps, locations, and customer information
- Coordinated with drivers, technicians, and other personnel to schedule and assign work orders based on priority and availability
- Collaborated with other departments to resolve any issues or delays in order fulfillment or service delivery
- Served as the main point of contact for customers regarding inquiries, complaints, or requests for updates on service status
- Logged drivers time worked at the end of their shifts
Field Manager on Duty
Keolis Transit America
Dania Beach, FL
01.2018 - 05.2020
- Led safety-focused operations during assigned shifts, supervising field supervisors, dispatchers, drivers, mechanics, and support personnel to ensure seamless daily service delivery.
- Ensured full route coverage and operational continuity, serving as the primary field representative for Operational Goals as directed by the Operations Manager and General Manager.
- Acted as shift lead and primary point of contact for client representatives, maintaining strong communication and operational alignment.
- Served as liaison between traveling passengers and airport personnel, addressing complaints, resolving service issues, and enhancing overall customer satisfaction.
- Conducted patrols of transportation commons areas and shuttle staging yards throughout FLL to ensure safe travel conditions, compliance, and secure access control (no unauthorized entry).
- Troubleshot and resolved passenger concerns and routing issues in real time to minimize service disruptions.
- Recommended and implemented improvements to operational practices and customer service standards.
- Led and documented accident investigations during assigned shifts; coordinated with Operations and Safety Managers to conduct safety meetings and distribute safety communications.
- Coordinated Special Moves for the Broward County Aviation Department (BCAD), ensuring precise execution and compliance with operational requirements.
- Maintained quality control standards across all operational areas to ensure efficiency, safety, and service excellence.
- Administered disciplinary actions under the direction of the Operations Manager in accordance with company policy.
- Responded promptly to bus service complaints, escalating issues as necessary to ensure timely resolution.
- Participated in daily operational briefings and end-of-shift meetings to communicate performance metrics, safety updates, and service priorities.
- Dispatched shuttles to and from employee lot staging areas and airport locations to ensure timely passenger transport throughout FLL.
Transportation Operator
Broward County School Board
Pompano Beach, FL
01.2000 - 01.2017
- Safely transported students with special needs from group homes, foster homes, and transitional housing facilities to their designated schools in compliance with district and safety regulations.
- Provided exceptional customer service to students, parents, and school personnel to ensure safe and reliable daily transportation.
- Maintained accurate student attendance and transportation records through detailed data entry, verification, and quality checks.
- Assisted supervisors and administrators with daily operations, including dispatch support, parental concern documentation, and report preparation.
- Managed filing systems compiled operational data, coded and classified records, and formatted data reports to improve record-keeping efficiency.
- Served on the FTE (Full-Time Equivalent) support team to assist upper management with maintaining and monitoring student attendance records.
- Acted as a transportation liaison between the district transportation department and multiple schools, providing informational and operational support.
- Delivered clerical support to ensure smooth office operations, including phones, data entry, and document processing.
- Operated and maintained transportation and administrative systems including FileMaker Pro, Microsoft Word, Excel, Access, AS400, Edulog, and Terms.
- Utilized standard and advanced office equipment to support administrative functions.
- Participated in district-wide training initiatives, traveling to various schools to educate staff on updated transportation policies and procedures.
- Ensured compliance with federal and state laws, as well as School Board policies and transportation regulations.
Education
High School Diploma - Associates
Broward College/ Career City College
Coconut Creek, FL06-1993
Skills
- Supervising Experience
- Data entry
- Microsoft Applications
- Multi Line Switchboard
- Employee Orientation
- Customer service
- Developmental Disabilities Experience
- Attention to detail
- Crisis Management
- Air Brake
- Shuttle Driving
- Organizational skills
- Dispatching
- Phone etiquette
- Quality Assurance
Certification
- Driver's License
- Professional Crisis Management, 2020-10-01, 2021-10-01
- Crisis Management for people with disabilities
- Hack, 2019-12-01, 2020-12-01
- Chauffeur License
Timeline
Lead Dispatcher/Customer Service
Republic Services
08.2020 - 11.2021
Field Manager on Duty
Keolis Transit America
01.2018 - 05.2020
Transportation Operator
Broward County School Board
01.2000 - 01.2017
High School Diploma - Associates
Broward College/ Career City College
Additional Information - Reason For Employment Gap
I stepped away for a medical reason that required my full attention. It's now fully resolved, and I'm excited to return to work and contribute long-term.
Personal Information
Driving License: Driver's License