ANGELICA COTA
CITY OF TUCSON
Tucson,AZ
2
Languages
1
Certification
13
years of professional experience
Detail-oriented administrative professional with over 10 years in pension administration, employee benefits, and financial records management. Expertise in analyzing complex data, reconciling discrepancies, and implementing process improvements to ensure data integrity. Proficient in Workday, Power BI, and integrated HR/payroll systems. Demonstrated skills in financial reconciliation, reporting, and managing confidential information while meeting critical deadlines.
Work History
Pension Assistant
6 Years 10 Months- Provided analytical, administrative, and operational support for the Tucson Supplemental Retirement System (TSRS), focusing on pension administration and financial reconciliation.
- Analyze and reconcile pension, payroll, employee, and retirement contribution data across multiple systems to ensure accuracy, completeness, and consistency.
- Conduct detailed reviews of financial records, employee contributions, payroll deductions, retirement calculations, and transaction histories.
- Investigate discrepancies, missing information, duplicate transactions, and inconsistencies by researching multiple data sources and coordinating appropriate corrections.
- Utilize Workday, Power BI, Qlik, GRS, Nexen, and Microsoft Excel to retrieve, analyze, validate, compare, and reconcile financial and employee information.
- Perform financial reconciliation involving retirement contributions, payroll deductions, benefit deductions, refunds, rollovers, transfers, and other pension-related transactions.
- Review financial documentation and supporting records before processing transactions to ensure accuracy and compliance with established procedures.
- Coordinated with Payroll, Human Resources, Benefits, financial institutions, and other departments to research and resolve complex transaction and system issues, enhancing overall operational integrity.
- Maintain accurate financial records, supporting documentation, and confidential employee information in accordance with internal controls and established policies.
- Identified recurring discrepancies and operational issues, communicated findings, and recommended follow-up actions, contributing to improved accuracy in financial processes.
- Apply established policies, procedures, and standard operating procedures when researching and processing complex retirement transactions.
- Assisted in developing, documenting, and maintaining procedures, leading to improved workflow consistency and operational efficiency.
- Coordinate retirement and pension-related processes while managing high-volume workloads and competing deadlines.
- Assist with employee education and orientation sessions by explaining retirement program requirements, procedures, and administrative processes.
- Provide guidance and operational support to employees, retirees, and internal stakeholders regarding pension-related questions and documentation requirements.
- Exercise independent judgment when researching discrepancies, evaluating records, determining appropriate next steps, and escalating issues requiring management review.
Senior Benefits Advisor
5 Years 3 Months- Provided advanced benefits administration, employee support, and program guidance involving retirement benefits, employee records, eligibility requirements, and administrative procedures.
- Reviewed and analyzed employee retirement and benefits information, ensuring accuracy of records and compliance with administrative processes.
- Researched employee accounts, contribution histories, eligibility information, and supporting documentation to resolve discrepancies.
- Interpreted retirement policies, benefit provisions, administrative procedures, and program requirements.
- Assisted employees and members with understanding retirement benefits, available options, eligibility requirements, and applicable procedures.
- Investigated complex member inquiries, coordinating with internal departments to effectively resolve account and benefits-related issues.
- Reviewed financial and employee records for accuracy, completeness, and consistency.
- Maintained confidential employee and retirement records in accordance with established policies and procedures.
- Managed high volumes of member inquiries, documentation, transactions, and administrative responsibilities while meeting deadlines.
- Prepared correspondence, reports, documentation, and supporting materials for departmental operations.
- Communicated retirement and benefits information clearly to employees, members, and stakeholders, enhancing understanding and facilitating informed decisions.
- Provided customer service and administrative guidance involving sensitive financial and retirement information.
Customer Service Representative / Case Aid
1 Year 2 Months- Responded to high volumes of public inquiries and provided information regarding program procedures and administrative requirements.
- Responded to high volumes of public inquiries, delivering accurate information on program procedures and administrative requirements.
- Reviewed case documentation and supporting information for accuracy and completeness.
- Processed and maintained confidential case records and administrative documentation, ensuring compliance with privacy regulations.
- Researched case-related questions and directed inquiries to the appropriate personnel for resolution.
- Interpreted established program procedures and communicated requirements to customers.
- Maintained accurate records while following confidentiality requirements and departmental policies.
- Managed competing priorities in a fast-paced government environment, consistently upholding professional customer service standards.
Education
Associate Degree - Criminal Justice
Skills
Payroll & Benefits Data Analysis
Financial & Data Reconciliation
Financial Records Review
Data quality control
Variance analysis
Data Integrity & Quality Control
Reporting & Data Validation
Excel Spreadsheet Analysis
Excel & Analytical Skills:
Pension Administration
Payroll analysis
Power BI & Qlik
Business & Data Systems:
Process documentation
Interdepartmental Coordination
Team Leadership
Government administration
Business systems
Cross-Functional Collaboration
Staff Coordination & Supervision
Policy & Procedure Interpretation
Excel analysis
Government Operations
Program administration
Financial Documentation | Records Management | Process Improvement | Workflow Coordination | SOP Documentation | Confidential data management
Accomplishments
- Financial Reconciliation & Accuracy: Conduct detailed reviews and reconciliations of pension contributions, payroll deductions, and financial records across multiple systems to identify discrepancies and support accurate reporting and processing.
- Data Analysis & Problem Resolution: Independently research complex discrepancies involving employee records, retirement contributions, payroll transactions, and benefit deductions, coordinating with appropriate departments and external partners to resolve issues.
- Systems & Data Management: Utilize Workday, Power BI, Qlik, GRS, Nexen, and Excel to retrieve, compare, validate, and analyze information from multiple data sources.
- Process Improvement: Identify recurring workflow and transaction issues, research potential solutions, and document procedures to improve accuracy, consistency, and operational efficiency.
- Leadership & Staff Development: Take on additional leadership responsibilities by supervising temporary employees, providing work direction, coordinating assignments, and supporting daily departmental operations.
- Operational Support: Support complex retirement, refund, rollover, and payment processes while maintaining accurate documentation and meeting critical processing deadlines.
- Cross-Departmental Collaboration: Coordinate with Payroll, Human Resources, Benefits, financial institutions, and other stakeholders to investigate financial discrepancies and resolve operational issues.
- Member Education: Assist with pension education and orientation sessions, explaining retirement procedures, documentation requirements, and program processes to employees and members.
Certification
- City of Tucson – Advanced Leadership Academy | January–February 2026
- City of Tucson – Introduction to Supervision | January–February 2026
- City of Tucson – Human Resources Bilingual/Second Language Certification (Spanish) | September 2023
Languages
Bilingual: English & Spanish
Bilingual English and Spanish – speaking, reading, and writing.
ADDITIONAL QUALIFICATIONS
- 10+ years of government and public-sector administrative experience.
- Extensive experience reviewing, analyzing, and reconciling financial and employee records.
- Experience identifying, researching, and resolving data discrepancies across multiple systems.
- Strong Microsoft Excel skills, including formulas and financial reconciliation worksheets.
- Experience supervising temporary employees and coordinating operational assignments.
- Knowledge of pension administration, employee benefits, payroll-related records, and government program procedures.
- Bilingual English and Spanish – speaking, reading, and writing.
- Experienced handling confidential information in highly regulated environments.
Personal Information
Title: SENIOR PROGRAM / BUSINESS ANALYST
Timeline
Pension Assistant
CITY OF TUCSON
01.2020 - CurrentRead More
Senior Benefits Advisor
ARIZONA STATE RETIREMENT SYSTEM
07.2015 - 10.2020Read More
Customer Service Representative / Case Aid
ARIZONA DEPARTMENT OF ECONOMIC SECURITY
05.2014 - 07.2015Read More
BROOKLINE COLLEGE
Associate Degree from Criminal Justice
Read More