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Customer Service Representative

Utica, NY, 13501
November 20, 2018

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James A. Mancuso, M.A.

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

Utica, N.Y. 13501-3302



Full-time position helping people through service and sales, especially where strong communication skills and presentation skills are needed and organizational skills are assets.


B.A., cum laude; St. John Fisher College; Sociology.

M.A., West Virginia University; Sociology.


2018 Delinquency Collector; AmeriCu Credit Union; Fast-paced incoming call center environment; Contact and counsel members who are delinquent in several product areas (loans, mortgages, credit cards) by telephone, mail or email and document results of each contact; Maintain all notes communications and documents pertaining to delinquent accounts; Access knowledge database to answer member questions for Credit Union policies and procedures; Evaluate and recommend accounts for legal action to manager or designee.

2017-2018 Senior Customer Service Representative; Bank of America; Responsible for providing a seamless delivery of problem resolution to customers who encounter complex technical online/mobile issues for deposit and card products, utilizing relationship-building and resolution skills, and handling escalated and challenging calls. Expert in multiple banking systems, policies and procedures in assisting customers and internal bank employees with research and troubleshooting.

2006-2017 Representative/Trainer; Alorica/EGS/APAC Customer Services; Agent for Verizon Wireless vendor incoming call center site; Serviced customer accounts, up-sell products and phone plans, profound knowledge of billing and of troubleshooting phone and website issues. As a trainer, instructed new hires through classroom lecturing and by using on the job training methods including computer-based modules and hands-on applications. Also involved in the evaluation and hiring process of new employees.

2004-2018 Writer/Researcher; Arcadia Publishing and Freelance. Researched, wrote, designed and published fifteen history books using data analysis, survey, interview, and qualitative techniques. Publications are currently distributed through several national book dealers and catalogs. Also had many articles published in journals, magazines and blogs.

Devised own marketing and sales plan of books and provided direct sales to customers and national retailers.

1996-2004 Caseworker; Oneida County DSS. Child Protective Services/Adult Protective Services/Foster Care/Case Management. Worked with families to maintain and promote a safe and stable household environment.

Coordinated services and devised action plans for social service cases involving child and elderly abuse, drug abuse, domestic violence, mental health issues, disabilities and juvenile delinquency/PINS. Duties also included preparing family court petitions, maintaining agency records and making presentations to area organizations.

2003-2004 Team Lead/Evening Supervisor; Rescue Mission of Utica. Evening supervisor of the 75-bed Enriched Living Center facility, a half-way house for out-patients diagnosed with schizophrenia. Empowered residents lives by administrating and developing programs, implementing service and vocational plans, counseling and mentoring, and conflict mediation. Also extensively involved in case planning, coordinating services with other agencies and supervising and training staff.

1993-2005 Instructor; Mohawk Valley Community College, Social Science/Criminal Justice Department. Taught over 50 three-credit hour courses in the subjects of Sociology, Criminal Justice, Anthropology and Political Science. Also

worked in the roles of academic adviser, career counselor, and job development and placement mentor, and have experience helping students with admission and financial aid applications.


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