Meet Your SDCERS Call Center Representatives!

Date: Sep 27, 2019


If you’ve ever called SDCERS, odds are you’ve spoken to one of our Call Center representatives. These are the people who spend all day, every day answering Members’ questions and trying to fix their problems. As anyone in customer service will likely tell you, it can sometimes be a thankless job. However, our Call Center representatives are lucky to have kind and patient Members, and our Members are equally lucky to have such passionate and caring people on the other end of the phone.

At some point, almost all of our Members will talk to someone in the Call Center, so we thought you might like to know a little more about the ladies you’ll be talking to and maybe even put a face to the name of your representative.

Sarema Valenzuela is our newest member of the Call Center team, but you’d never know it. She has been with us since November 2018 and has many years of experience serving in the customer service industry. Sarema enjoys working directly with people. In her spare time, she loves spending time with her family and friends, taking long challenging hikes, and attending music festivals and concerts.

Photo of Sarema Valenzuela
Meet Sarema Valenzuela!

Catherine Ayala has been part of the SDCERS team for three years, providing our members with information on various SDCERS benefit topics.

Photo of Catherine Ayala
Meet Catherine Ayala!

Selene Rodriguez was born and raised in San Diego and has been with SDCERS for four years. She enjoys spending time with her famiy and friends when she’s not at work. Selene is willing and able to answer any questions about your pension benefits.

Photo of Selene Rodriguez
Meet Selene Rodriguez!

Ravin Pacheco is our other veteran Call Center representative from Los Angeles. Ravin has learned the ins and outs of SDCERS and, after being with us for four years, she can answer any questions you have.

Photo of Ravin Pacheco
Meet Ravin Pacheco!

Andrea Valdes is not only the supervisor for the Call Center, but also works as one of our retirement counselors in her spare time. So when you get ready to retire, you might meet her! Like Ravin, Andrea is from LA and is a huge UCLA football fan. She has a bachelor’s degree in communications from California State University Northridge and Andrea is also the presenter for all of our Pre-Retirement and DROP Entry Seminars, as well as retirement orientations for new members. When she is not meeting with members in her office or giving a presentation somewhere, she is available to assist you with any questions you may have.

Photo of Andrea Valdes
Meet Andrea Valdes!

Last but not least, Victoria Fedalizo is our Supervising Management Analyst, which means she mostly works behind the scenes, fixing problems and finding solutions. You will probably only talk to Victoria if you have a really complicated issue that needs to be researched. Victoria has a Bachelor of Art and Science in Public Administration from SDSU and a Master’s degree in Accountancy from National University. Her career has mainly been in accounting and financial analysis. If you are a City employee and subscribe to the City's The Insider e-publication, you might recognize Victoria from the "Employee Spotlight" in the most recent edition!

Photo of Victoria Fedalizo
Meet Victoria Fedalizo!

The Call Center is open Monday – Friday, from 8:00 a.m. until 5:00 p.m. All of our Call Center representatives are fully capable of answering your questions and helping you with any retirement-related problems you may be experiencing. Some issues may require a little research, so if a representative isn’t able to assist you immediately over the phone, they will take your information and get back to you within 24 hours.

Group photo of Call Center staff - Sarema Valenzuela, Catherine Ayala, Andrea Valdes, Selene Rodriguez, and Victoria Fedalizo.
From Left to Right: Sarema Valenzuela, Catherine Ayala, Andrea Valdes, Selene Rodriguez, and Victoria Fedalizo.

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