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Customer Service Representative

Denver, Colorado, United States
January 11, 2017

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Blanca Delucio

**** ***** ******* ******

Denver CO 80223



University of Colorado at Denver Aug 2005 – Dec 2013

**** **** ******, ******, ** 80204

Bachelors Degree in Business Administration

Areas of Emphasis: Human Resources

Business Management

Minor: Ethnic Studies

Community College of Denver Aug 2000-May 2005

1111 West Colfax Ave, Denver, CO 80217-3363

Associate Degree in Business Administration

Professional Skills:


Microsoft Excel, Microsoft Word, Power Point 2007,Platinum 7, Quicken, JD Edwards, Benesys, Peoplesoft, GUI, Access, Bilingual

Work Experience:

Colorado Public Employees Retirement Association

-Customer Service Representative II Jan 2015 - present

Presented the benefits process module to the customer service new hire core training class. Work and assist Senior Customer Service representatives on creating training modules for new hires. Continue to expand on the duties of the customer service representative. Worked on testing a new computer software program called GUI with the IT department. Help members and retirees in the lobby on a walk-in basis. Work as the company operator routing incoming calls to the staff and the customer service division.

-Customer Service Representative Mar 2013 – Jan 2015

Developed training modules for new customer service representatives. Selected to help train staff in new hire status one on one. Serve as a Spanish translator for Spanish speaking members. Recorded Spanish greetings on the PERA main phone number. Member of the refund team. Assist members with their online accounts, explain their defined benefit plans, answer questions regarding PERACARE, prepare them for the transition process from being a member to becoming a retiree, and explain the process for terminating accounts.

-Compliance Analyst Oct 2012- Mar 2013

Reviewed the University of Colorado choice election forms for eligibility. Entered employer W-2 and 1099 information in the Stars system. Worked on excel spreadsheets updating employer contact information. Evaluated service credit and salary being reported on member accounts. Assisted customer service as backup for Spanish voicemails and meeting with Spanish speaking members.

-Customer Service Representative Jan 2008 – Sept 2012

Assist members and retirees with their retirement plans, online services, refunds, enrollment, explain payroll deductions, insurance, and contributions. Served on the refund team, assisted as a Spanish translator for counseling sessions, helped to create lobby guidelines for the Spanish membership, and respond to Spanish voicemails.

-Operation Support Specialist Sept 2001 – Jan 2008

Worked with teams on special projects such as unclaimed refund accounts, sorting, coding, batching, and scanning incoming correspondence. Indexed, verified, and delivered correspondence within the organization. Served on the refund team, inactive accounts team, and various member and retiree work queues.

-Accounting Specialist Sept 2000 – Aug 2001

Reviewed invoices and entered information in to the JD Edwards system for payment. Maintained spreadsheets on the company credit cards and travel expenses. Worked with directors and administrative assistants.

Rifkin & Associates / Charter Communications

-Accounts Payable June 1998 – June 2000

Accounts payable liasion for several hub sites nationwide. Entered invoices and set up agent information in to the JD Edwards systems. Matched invoices to backup and prepared checks for mailing. Reconciled bank statements against cash receipts.

Moneygram May 1997 – April 1998

-Operation Support

Audited voided checks and worked with Mellon banking system, balanced gls, and maintained spreadsheets between Moneygram and 1st Data.

-Customer Relations May 1996 –April 1997

Supervisor level for customer service representatives. Handled escalated calls. Worked internationally with agents.

-Customer Service May 1994 – April 1996

Answered customer and agent calls. Processed wire transfers domestically and internationally.

Volunteer Experience:

Good Shepherd Lutheran Church Jan 2011-July 2011

Duties: Council Secretary, Transition Team

Christ the King Lutheran Church Feb 2013-Jan 2015

Duties: Outreach Committee

Activities and Awards:

Certificate of International Foundation for Certified Counselors - INFRE Oct 2010


Judy Lamaster Phone: 303-***-****

Doug Hall Phone: 303-***-****

Patricia Votava Phone :303-***-****

Tamara Vasquez-Garcia Phone:720-***-****

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