Summary

Overview

Work History

Education

Skills

Water sports

Work Availability

Timeline

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

years of professional experience

years of post-secondary education

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

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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

Roberto Clemente High School

05.1975 - 05.1979

Summary

Overview

Work History

Customer Service Agent

Supervisor of Operations

Supervisor

Supervisor

Supervisor of Operations

Supervisor

Supervisor

Supervisor

Technical Lead

Technician

Technician

Technician

Technical Support Representative

Package Delivery Driver

Package Handler

Education

High School Diploma -

Associate of Applied Science - Computer Science

Technical degree - Computer Science

Skills

Water sports

Work Availability

Timeline

Customer Service Agent

Supervisor of Operations

Supervisor

Supervisor

Supervisor of Operations

Supervisor

Supervisor

Supervisor

Technical Lead

Technician

Technician

Technician

Technical Support Representative

Package Delivery Driver

Technical degree - Computer Science

Package Handler

Associate of Applied Science - Computer Science

High School Diploma -

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