Hugo Azurdia
Operation Supervisor
Plainfiled,IL
Summary
Customer Service Representative bringing skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
36
36
years of professional experience
10
10
years of post-secondary education
2
2
Languages
Work History
Customer Service Agent
Xerox - ACS - Conduent
11.2011 - 09.2019
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Helped large volume of customers calls every day with positive attitude and focus on customer satisfaction.
- Responded to customer requests information on their package.
- Communicated with customers regarding their package inquiries.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- In addition handled customer concerns through emails.
Supervisor of Operations
United Parcel Service
01.2010 - 09.2011
- Lateral promotion to pre load supervisor.
- Maintain and managed hourly employees to ensure the correct packages were loaded into the correct package cars.
- Established positive and effective communication among unit staff and hourly employees, organization leadership, reducing miscommunications, and missed deadlines.
Supervisor
United Parcel Service
01.2009 - 12.2010
- Lateral promotion to IE Supervisor, on the sunrise sort.
- I was the IE planner for the sunrise sort in the Jefferson street hub.
- I would plan the volume, hours and staffing needed to hit the sunrise goals such as hours, production, trailers, cost.
- Maintained compliance with company policies, objectives, and communication goals.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
Supervisor
United Parcel Service
06.2008 - 12.2008
- Lateral promotion HFCS project supervisor.
- Project was to upgrade all remaining HFCS application to a windows O/S. Project involved upgrading hardware and software application.
- Train all HFCS internal users on the new windows version.
- It involved travel to different UPS facilities such as in Chicago, Kentucky, Michigan , Tennessee and Ohio.
- Created reports for management staff, on upgrades and on any issues encountered.
Supervisor of Operations
United Parcel Service
01.2008 - 06.2008
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Maintain and managed 20 hourly employees to ensure the correct packages were loaded the the correct trailers bound to different destinations.
- Worked in matrix management environment with oversight of division level managers, operations, safety, and compliance.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
Supervisor
United Parcel Service
06.2007 - 12.2007
- Lateral promotion DPS/PAS supervisor.
- Project involved to re visit the Harvey center and re-map the delivery driver area and help reduce excess mileage in the Harvey center.
Supervisor
United Parcel Service
06.2003 - 06.2007
- Lateral promotion TSG supervisor in the Metro Chicago area.
- Manage 8 technician and made sure they maintain support and upgrade of our internal system within the Metro Chicago area.
- Metro Chicago area included the following facilities Bedford Park hub, Dobson center, Franklin Park hub, Harvey center, Hammond center, Northbrook hub, Oakbrook center.
- Maintained compliance with company policies, objectives, and communication goals.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
Supervisor
United Parcel Service
06.1999 - 06.2003
- Promotion to a TSG Supervisor in CACH (Chicago Area Consolidated Hub).
- I manage 8 technician and made sure they maintain support and upgrades of all our internal system and support to our internal customers within the CACH facility.
- Maintained compliance with company policies, objectives, and communication goals.
- Handled customer Internal complaints, resolved issues, and adjusted policies to meet changing needs.
Technical Lead
United Parcel Service
06.1998 - 06.1999
- Within my function as a lead technician, I was responsible for 6 hubs. Franklin Park hub, Harvey center, Joliet center, Oakbrook center, Westmont center.
- Investigated system issues and implemented resolutions to reduce downtime.
- Maintain support of our internal customers in our newest facility named CACH - Chicago Area Consolidate hub.
- Supported all internal system within the facility and installation of new computer systems.
- Evaluated and adopted new technologies to address changing industry needs.
Technician
United Parcel Service
06.1997 - 06.1998
- Promoted to a Technician level 2.
- I was lead technician and district coordinator of projects that would involved upgrading internal systems and installation of new computer systems.
- Organized work to meet demanding production goals.
- Performed complex mechanical alignments and equipment calibration to meet quality standards.
- Maintained quality assurance and internal customer satisfaction objectives.
Technician
United Parcel Service
06.1996 - 06.1997
- Lateral promotion Technician level 1 maintain support of our internal customers which now I had responsibility of 4 UPS facilities.
- I would support all of UPS internal systems in the package area, Twilight sort and feeder department.
- Performed complex mechanical alignments and equipment calibration to meet quality standards.
- Maintained quality assurance and our internal customer satisfaction objectives.
Technician
United Parcel Service
01.1995 - 06.1996
- Promoted to a Technician level 1.
- I would be responsible of upgrading and maintaining UPS application within the Central Illinois district.
- Maintained quality assurance and internal customer satisfaction objectives.
- I was assigned to opened up the 1st technical support call center facility to handle all of our internal technical support issues for the tri-district area.
- Tri-district included Illinois, Indiana and Michigan.
- Performed complex mechanical alignments and equipment calibration to meet quality standards.
Technical Support Representative
United Parcel Service
06.1994 - 12.1994
- Promoted to a technician in the external field support department.
- I was assigned in the external area.
- The external department would handle all customer calls and install our Maxiship system.
- My area of coverage would be the areas within the Central Illinois district.
- Managed high levels of call flow and responded to customer technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Package Delivery Driver
United Parcel Service
06.1991 - 06.1994
- Worked as a Saturday air driver in the Franklin Park hub.
- I delivered Saturday air packages and help coverage for drivers who were on vacation or schedule off.
- Performed walk around on delivery vehicle before beginning shift to verify correct and safe operating order.
- Assessed customer drop-off locations to identify safest areas to leave packages, hiding packages behind pillars, beside furniture, or beneath doormats to prevent theft.
Package Handler
United Parcel Service
06.1983 - 06.1991
- Started as an unloader on the primary.
- I then was moved to the west wall yellow belt where I loaded various trailers.
- Later took the sort test and became a sorter on the west wall secondary yellow belt.
- Work the pick off belt where I sorted to 4 destination trailers.
- Removed jams and unblocked conveyor system to maintain flow of goods.
Education
High School Diploma -
Roberto Clemente High School
Chicago, IL 05.1975 - 05.1979
Associate of Applied Science - Computer Science
Wright Junior College
Chicago, IL 05.1979 - 05.1983
Technical degree - Computer Science
Robert Morris College
Chicago, IL 05.1991 - 05.1993
Skills
Case Management
Call Control
Information Verification
De-Escalation Techniques
Customer Complaint Resolution
Customer Service
Call Center Experience
Delivery Tracking
Problem Resolution
Water sports
I enjoy all types of water sports. Swimming, snorkeling, Jet sking, and I am currently a certified scuba diver.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Agent
Xerox - ACS - Conduent
11.2011 - 09.2019
Supervisor of Operations
United Parcel Service
01.2010 - 09.2011
Supervisor
United Parcel Service
01.2009 - 12.2010
Supervisor
United Parcel Service
06.2008 - 12.2008
Supervisor of Operations
United Parcel Service
01.2008 - 06.2008
Supervisor
United Parcel Service
06.2007 - 12.2007
Supervisor
United Parcel Service
06.2003 - 06.2007
Supervisor
United Parcel Service
06.1999 - 06.2003
Technical Lead
United Parcel Service
06.1998 - 06.1999
Technician
United Parcel Service
06.1997 - 06.1998
Technician
United Parcel Service
06.1996 - 06.1997
Technician
United Parcel Service
01.1995 - 06.1996
Technical Support Representative
United Parcel Service
06.1994 - 12.1994
Package Delivery Driver
United Parcel Service
06.1991 - 06.1994
Technical degree - Computer Science
Robert Morris College
05.1991 - 05.1993
Package Handler
United Parcel Service
06.1983 - 06.1991
Associate of Applied Science - Computer Science
Wright Junior College
05.1979 - 05.1983
High School Diploma -
Roberto Clemente High School
05.1975 - 05.1979