Steven Astudillo
The Bronx,NY
Summary
Results-driven and highly organized professional with five years of managerial and supervisory experience in operations management, team leadership, and customer service. Skilled in overseeing daily operations, coordinating workflows, and ensuring compliance with procedures and internal controls. Proven track record in leading diverse teams, managing performance, and delivering staff training to optimize efficiency and service quality. Fluent in Spanish, with a strong ability to communicate and provide exceptional customer service in a variety of settings. Extensive experience in the federal sector from October 2018 to October 2021, including serving as an assistant to an Administrative Law Judge (ALJ) for Social Security Administration hearings, maintaining detailed case records, ensuring compliance with regulatory standards, and facilitating the efficient processing of adjudication cases. Proficient in MS Office Suite, task prioritization, and problem resolution, with a focus on driving operational success and meeting organizational objectives.
Overview
10
10
years of professional experience
Work History
Operations Manager, Customer Experience
The Drivers Cooperative
10.2021 - Current
- Supervised and trained a team of 8 full-time dispatchers, 20 interns from the Summer Youth Program, and 3 coordinators, ensuring optimal performance and adherence to KPIs. Developed and delivered training programs to enhance team proficiency in operational workflows.
- Led the customer experience team in managing over 2,500+ support tickets weekly, including calls, emails, and text messages, ensuring swift and accurate resolution across multiple communication channels.
- Managed logistics for high-profile contracts, including the NYC Department of Homeless Services and NYC Board of Elections, coordinating the transportation of homeless individuals to shelter systems and Board of Elections staff to polling sites and offices.
- Spearheaded the adoption and administration of Zendesk and Dialpad for handling customer service inquiries, tickets, and support calls, ensuring professional and consistent issue resolution for drivers and passengers.
- Analyzed operational metrics to identify inefficiencies, implemented corrective actions, and provided actionable insights to senior leadership for continuous improvement and long-term planning.
Hearing Room Supervisor
Strategic Communications Inc
10.2018 - 10.2021
- Coordinated administrative functions for an Administrative Law Judge (ALJ) handling disability hearings for Social Security Administration claims. Managed a docket of cases, ensuring all hearings were properly scheduled and timely conducted.
- Supervised and mentored a team of coordinators, training them on virtual hearing processes during the COVID-19 pandemic, improving team efficiency and performance.
- Greeted claimants and attorneys, providing case briefings and ensuring a smooth transition into hearings. Collected and organized evidence, ensuring proper documentation and scanning into the official record. Frequently scanned 300+ pages of evidence, motions, and case documents on a daily basis to maintain accurate records.
- Took detailed hearing notes, capturing case details and decisions for the judge’s review. Maintained order in the hearing room and supported the judge in managing high caseloads without overloading their docket. Managed an average of 8+ claimants per day, ensuring all cases were completed before the end of day.
- Improved workflow efficiency by maintaining organized records and archiving outdated materials, ensuring quick access to critical documents when needed.
Route Accounting Clerk
Manhattan Beer Distributors
05.2017 - 10.2018
- Supervised the daily payment processing for over 100 daily delivery routes, including checks, EFTs, cash, and credits, ensuring accurate system entry and reconciliation.
- Managed inventory discrepancies and coordinated with drivers to resolve undelivered stock issues, maintaining accurate records.
- Trained and mentored new team members in payment processing procedures and the use of internal accounting software, improving team efficiency and accuracy.
- Processed internal accounts receivable checks totaling over $500,000 weekly, improving cash flow and ensuring timely transactions for the department.
- Oversaw daily cash collection process, securing and locking down the building during cash retrieval by armed security personnel.
- Served as the authorized representative during cash collection, supervising the sealing of cash containers and verifying tamper-evident seals in the presence of security, and signing off on logbooks.
Fleet Service Agent
Envoy Air Inc.
03.2015 - 05.2017
- Served as Acting Crew Chief, leading a team on the ramp to manage the loading and offloading of luggage and cargo, lavatory services, fueling, and catering coordination.
- Coordinated with flight crew members and ground support to ensure timely departures and arrivals for 80+ daily flights.
- Managed the ramp crew during split shifts, nights, and weekends, ensuring all tasks were completed efficiently and safely.
- Operated ground service equipment, including tugs and belt loaders, ensuring smooth handling of baggage and cargo.
- Pushed aircraft back from gates using heavy tug equipment, ensuring safe and timely departures.
Education
High School Diploma -
All Hallows High School
The Bronx06-2025
BBA - Technology Management
Alfred State College
Alfred06-2025
Skills
- Operations Management
- Spanish Fluency
- Federal Government Contract Experience
- City Government Contract Experience
- Training & Staff Development
- Customer Service Management
- Team Leadership & Coordination
- Workload Coordination & Task Prioritization
- Problem-Solving & Conflict Resolution
- Typing Speed (120 WPM)
- Technology Proficiency (MS Word, Excel, Outlook, Powerpoint)
Timeline
Operations Manager, Customer Experience
The Drivers Cooperative
10.2021 - Current
Hearing Room Supervisor
Strategic Communications Inc
10.2018 - 10.2021
Route Accounting Clerk
Manhattan Beer Distributors
05.2017 - 10.2018
Fleet Service Agent
Envoy Air Inc.
03.2015 - 05.2017
High School Diploma -
All Hallows High School
BBA - Technology Management
Alfred State College
Similar Profiles
Steven AstudilloSteven Astudillo
Onboarding Coordinator at The Drivers CooperativeOnboarding Coordinator at The Drivers Cooperative
TRINA JAMESTRINA JAMES
Motor Vehicle Field Representative at Process Drivers Licenses, Renew Drivers Licences,Motor Vehicle Field Representative at Process Drivers Licenses, Renew Drivers Licences,
Samuel MezaSamuel Meza
Professional Driving Instructor at Drivers Ed DirectProfessional Driving Instructor at Drivers Ed Direct