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Customer Service Manager

Kernersville, North Carolina, United States
September 17, 2019

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Marigrace Mancuso

**** ********* **. ************, ** 27284 336-***-****


Motivated manager with experience in customer/dealer interactions while representing a successful Fortune 500 company for 18 years. Solid and successful background in Customer Service, Training, Credit and Collections, Contract Negotiations, Project Management, Portfolio and Vendor Management, Dealer Relations and Financial Reporting while managing direct reports. Currently, leading a team of wholesale auditors with Volvo Financial Services. In addition to excellent analytical and organizational skills, a solid communicator with a resilient work ethic focused on internal and external business growth.

Skills and Core Competencies

Project Management

Portfolio & Customer Service Management

Strong Interpersonal & Communication Skills

Strong Organizational Skills

Direct Reports Management

Customer Experience Management

Executive Management Interaction

Inventory and Risk Management

Problem Solving & Analytical Analysis

Goal Oriented

Strong Negotiation Skills

Highly Self Motivated




Special projects assignment to facilitate new audit procedures for the Wholesale Center of Excellence

Developed programming for telematics data and automatic audit scheduling for dealer inventory audits

Minimized loss exposures for the Wholesale portfolio and reduced the departmental delinquencies of past due curtailment, interest and sold units

Historical records in minimizing loss, cost efficiencies

Provide ultimate customer service to internal and external customers

Developed and managed a team of account managers that maintained historical record low delinquencies

Responsible for hiring new employees, and promote personal development with existing staff

Developed and implemented several financial relief programs to VFS’s customers

Lead Project Manager and Trainer for programs developed for internal staff, interns and key dealer personnel to promote the ultimate customer experience and best in class

Developed 2 software systems for collections, repossession and remarketing departments to manage a $30M and $6B companies

Ensure that all policies and procedures for four company departments were up-to-date yearly

Achieved operational efficiencies through approval process workouts leading to increased turnaround time and company profitability

Successfully negotiated vendor contracts reducing overall expenses year after year

Highly proficient in Microsoft Office programs. Additional technical competencies include SAP, Quiktrak, Revoquest, VDA, VDA+, Credit Path, CareTrack, ChromeRiver, Pyramid, QlikSense, Sword Apak, WFS, Qlik Sense, Access Database, Business Objects, InfoLease, Artiva, Crystal Reporting, etc.

Professional Experience


Wholesale Audit Manager, August, 2016 to Present

Responsible for managing 5 direct reports to minimize loss exposure of wholesale dealer inventory, curtailments, interest, and rental payments while maintain lowest possible delinquency for over $2B portfolio.

Key Results:

Provide strong leadership, coaching and guidance to a team of wholesale auditors in order to obtain the best possible results measured in KPI targets

Responsible for coordinating and plan monthly audit schedules a month in advance for dealer floor plan, affiliated lease line and third party leasing companies in a timely manner in accordance to the approved audit frequency

Oversee the collection of all assets identified as “sold”, interest and curtailment payments and rental splits due from our dealer base

Develop and execute strong customer relationships

Identified and implemented work efficiencies through process improvements to enhance the effectiveness of staff and company

Communicate with executive staff, including in-house Legal staff on all dealer work outs and/or sold out of trust issues to minimize VFS’s loss exposure and develop a systematic approach towards a financial resolution

Managed VFS’s relationship with third party vendors

Prepared monthly reports of portfolio performance for senior executive management meetings


Collection, Insurance and Repossession Manager, February 2001 to July 2016

Responsible for managing and developing a team of direct reports that maintained over $6B portfolio consisting of Volvo/Mack Trucks, Prevost Buses and Volvo Construction Equipment to minimize loss exposure and maintain the lowest possible delinquency for the Portfolio.

Key Results:

Provided strong leadership, coaching and guidance to a team of collection, insurance and repossession specialists in conjunction with the Customer Service/Collateral Administration, DFB, Sales, Credit Managers, Directors, Executives and in house Legal staff in order to obtain the best possible results measured in KPI targets

Coached, mentored and motivated all personnel to ensure each employees’ success by means of a personal business plan

Responsible for training and developing all new hires, interns, trainees, and key dealer personnel

Developed work out programs for customers in financial distress by means of a modification, refinance or extension to the customer’s current loan or lease

Interacted with, and act as a liaison between staff, sales, executives, dealerships, key syndicate banks, customers, insurance companies and other vendors

Developed and execute strong dealer relationships

Responsible for daily and monthly reporting of portfolio performance for senior executive management meetings

Implemented and updated policies and procedures as see fit to ensure compliance and meet best practices

Designed and implemented Artiva collection database for staff to better manage portfolio of business

Negotiated contracts with all outside vendors including multiple repossession, collection, and insurance agencies and Western Union Speedpay software program

OAKWOOD ACCEPTANCE CORPORATION — Greensboro, NC May 1994 to February 2001

Corporate Asset Manager

Responsible for managing a team of 12-35 internal accounts receivable staff members and outside field specialists collecting mortgage payments on manufactured homes across the United States.

Key Results:

Managed and mentored a team of 12 to 35 internal account receivable staff and outside field specialists collecting mortgage payments financed for Oakwood Homes Corp

Managed process improvements and trained all new hires

Developed strategic work plans with high risk accounts to minimize losses

Resolved day-to-day high escalation calls with the upmost customer service

Responsible for projecting month end delinquency, repossessions and insurance losses

Developed monthly reporting for executive staff

Corporate Loan Servicing Trainer

Responsible for developing and training of all new hires and current employees

Key Results:

Implemented process improvements for effective and efficient business practices

Designed training program to all new hires

Scheduled training and maintained records of all courses, certifications completed for personnel files

Identified training needs of current staff to maximize performance

Manage the content for all existing training

Traveled extensively to satellite offices to ensure development of the staff with the most up to date training


Responsible for managing a block of business collecting on mobile home mortgage payments

Key Results:

Collected accounts 8 days delinquent until resolved which varied from setting up payment plans, bankruptcy litigation, or repossession

Met daily and monthly quotas

Utilized time management for efficiency and exceeded goals

Top performer month after month



Associates Degree in Business Administration, Graduated May 1994

Achievements / Memberships

Recipient of the “Volvo Way Award”, nominated by colleagues and key dealer personnel

Graduate Acquisition Leadership Challenge Program- Leadership Foundry

Graduate Teamwork and Leadership Training Program- Center for Creative Leadership

Graduate Credit Academy and Portfolio Management - Volvo Financial Services Training Programs

Graduate Leaders in Transition I, II and III Workshops, Franklin Covey Leadership Greatness and 7 Habits of Highly Effective People – Piedmont Associated Industries

American Collectors Association (ASA)

American Society for Training and Development (ASTD), Piedmont Chapter member

Served on several local community Board of Directors positions

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