Summary
Overview
Work History
Education
Skills
Timeline
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Angelica Balintucas

Broomfield

Summary

Motivated and detail-oriented professional seeking a full-time position where I can utilize my customer service, administrative, and communication skills to contribute to organizational success.

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

14
14
years of professional experience

Work History

Support Center Help Desk

WSP USA – E-470 Public Highway Authority
08.2016 - Current
  • Serve as the primary liaison between vehicle owners with registration holds, Administrative Law Court, and E-470.
  • Communicate effectively with multiple entities including law firms, county clerks, DMV, PHA, and MHTS.
  • Conduct vehicle registration hold research and provide accurate information to the Department of Revenue.
  • Respond to inquiries via phone, email, in-person, and from the collections law firm.
  • Process default cases following court and Public Highway, Authority guidelines.
  • Maintain and research court dockets and registration accounts as requested.
  • Supervise and coach the Support Center team to ensure adequate coverage, performance, and compliance with company standards.
  • Deliver performance statistics, career development guidance, and training feedback to team members.
  • Resolve escalated customer issues by researching disputes and recommending appropriate service resolutions.
  • Perform quality assurance checks on agent work and provide real-time coaching and feedback.
  • Monitor live system activity to ensure adherence to policies and performance metrics.
  • Oversee financial operations including end-of-day closeouts, change box reconciliation.
  • Maintain and manage customer accounts (LPT, violations, citations), including transponder issuance and payment processing.
  • Assist the Department Manager in reporting, staff development, and tracking KPIs.
  • Lead various projects such as inventory, audits, service recovery, refund requests, and data trend analysis.
  • Coordinate with Workforce Management (WFM) to ensure proper staffing and schedule coverage.
  • Perform clerical tasks such as filing, handling deliveries, and maintaining documentation.
  • Ensure adherence to all supervisor procedures, policies, and performance standards.
  • Required to work onsite based on business/client needs.

Back Office Supervisor

WSP USA – E-470 Public Highway Authority
11.2024 - 05.2025
  • Communicate effectively with multiple entities including law firms, county clerks, DMV, PHA, and MHTS.
  • Perform quality assurance checks on agent work and provide real-time coaching and feedback.
  • Monitor live system activity to ensure adherence to policies and performance metrics.
  • Deliver performance statistics, career development guidance, and training feedback to team members.
  • Second review per agent, image reviews
  • Process litigations for collections agency

Sales Representative

Verizon Wireless
11.2015 - 03.2016
  • Listened to customer needs to provide tailored wireless and data solutions.
  • Built strong rapport to establish customer trust and satisfaction.
  • Met and exceeded daily and monthly sales goals.
  • Acquired technical and product knowledge to better assist customers.

Customer Service Representative

AVIS Rent A Car
06.2015 - 10.2015
  • Directed incoming vehicle traffic and assessed returned rental vehicles.
  • Provided empathetic and solution-oriented customer service.
  • Filed incident reports and closed rental agreements in a timely manner.

Team Leader

Harkins Theatres
08.2011 - 06.2015
  • Supervised and trained team members to ensure exceptional customer service.
  • Managed high-volume concession operations and maintained cleanliness and safety standards.
  • Promoted to Team Leader; offered Assistant Manager position in February 2015.
  • Effectively multitasked in a fast-paced, customer-focused environment.

Bank Teller

FirstBank
02.2015 - 05.2015
  • Conducted financial transactions including deposits, withdrawals, and account closures.
  • Processed 150+ transactions daily with consistent accuracy and efficiency.
  • Provided financial solutions based on customer needs.
  • Maintained balanced teller drawer and organized workstation.

Customer Service Representative

Best Buy
11.2013 - 12.2013
  • Delivered efficient check-out and front-end services.
  • Ensured accurate handling of cash and card transactions.
  • Developed customer relationships through positive service experiences.

Education

High School Diploma -

Martin Luther King Jr. Early College
Denver, CO
06.2013

Skills

  • Conflict resolution, team coaching, quality assurance, KPI monitoring
  • MS Office Suite, Windows, multi-screen navigation
  • Teamwork and collaboration
  • Friendly, positive attitude
  • Attention to detail
  • Strong verbal/written communication, problem-solving, time management
  • Proven leadership, accountability, and customer service excellence

Timeline

Back Office Supervisor

WSP USA – E-470 Public Highway Authority
11.2024 - 05.2025

Support Center Help Desk

WSP USA – E-470 Public Highway Authority
08.2016 - Current

Sales Representative

Verizon Wireless
11.2015 - 03.2016

Customer Service Representative

AVIS Rent A Car
06.2015 - 10.2015

Bank Teller

FirstBank
02.2015 - 05.2015

Customer Service Representative

Best Buy
11.2013 - 12.2013

Team Leader

Harkins Theatres
08.2011 - 06.2015

High School Diploma -

Martin Luther King Jr. Early College

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Angelica Balintucas