Denise A. Ciriaco
New Castle,DE
Summary
Senior operations and compliance leader with over 30 years of experience in client relationship management and regulatory compliance within financial services. Proven track record in driving operational excellence and managing large teams to achieve measurable outcomes for Fortune 500 clients. Expertise in optimizing processes and leading strategic initiatives to mitigate risk and improve client satisfaction.
Overview
36
36
years of professional experience
Work History
Service Manager, Corporate Compliance/Business Licensing
CSC
Wilmington, DE
05.2021 - Current
- Lead Corporate Compliance - Business Licensing Service Division, managing service leaders and teams responsible for over 1,200 clients, including multiple Fortune 500 companies.
- Oversee 200,000+ annual license filings across federal, state, and local jurisdictions, ensuring regulatory compliance and operational accuracy.
- Provide strategic leadership for a multi-functional team of relationship managers, licensing specialists, and analysts.
- Develop scalable service delivery models and workflows, improving consistency and turnaround time.
- Collaborate cross-functionally with legal, operations, and IT teams to mitigate compliance risks.
- Drive client engagement through proactive issue resolution, and expert compliance guidance.
- Monitor KPIs and SLAs to optimize team performance and service quality; lead budgeting and resource planning for division growth.
- Managed daily operations and service delivery for diverse customer needs.
- Analyzed customer feedback to identify areas for service improvement.
Service Manager, Corporate Legal Services
CSC
Wilmington, DE
05.2021 - 10.2022
- Managed call center team supporting onboarding and ongoing relationship management for small business corporate compliance services.
- Managed daily operations ensuring adherence to compliance timelines and regulatory requirements, delivering exceptional client service.
- Streamlined onboarding processes and implemented service playbooks to enhance client experience.
- Partnered with technology teams to deploy CRM enhancements and workflow automation, reducing errors and improving response times.
- Handled escalations and high-touch client accounts, with a focus on swift resolution and sustained satisfaction.
Senior Manager - Consumer Operations
TransUnion, LLC
Crum Lynne, PA
10.2016 - 12.2020
- Led teams responsible for investigating and resolving third-party regulatory complaints (CFPB, BBB, Attorneys General) and managing all litigation matters filed against TransUnion.
- Ensured accuracy of legal research and fact-finding in support of internal and external legal counsel.
- Led analytics teams to monitor regulatory and legal data, identifying trends and risk areas.
- Developed risk assessment processes for people, process, and technology risks, collaborating on remediation plans.
- Designed data-furnisher monitoring protocols addressing litigation, regulatory, and reputational risks.
- Delivered performance dashboards and reports to senior leadership, driving continuous improvement.
- Spearheaded automation initiatives that cut manual workloads by 75%, improving productivity and turnaround.
- Led process improvements, generating $383K in annual cost savings through workflow optimization.
- Supported regulatory exams and audits, presenting business unit policies and procedures.
SVP - Senior Group Operations Manager
Bank of America / MBNA
Newark, DE
01.2007 - 01.2016
- Managed day-to-day litigation operations for the U.S. consumer credit card portfolio, leading teams across multiple locations.
- Ensured accuracy of legal research to support case defense strategies in high-profile litigation and class action cases.
- Collaborated with internal and external legal partners to reduce litigation risk and improve defense outcomes.
- Directed quality review and control processes, enhancing case handling consistency.
- Successfully managed over 5,000 litigation cases, with a 96% settlement loss avoidance rate.ce rate.
Vice President - Marketing Manager
Bank of America / MBNA
Newark, DE
01.2001 - 01.2007
- Managed loyalty marketing and product upgrades for credit card portfolios, driving profitable loan growth.
- Collaborated with advertising teams to launch new products, analyzing program performance to optimize results.
- Oversaw budgeting and test-marketing of ancillary products, developing retail activation strategies to engage inactive cardholders.
Vice President, Product Manager | AVP, Retention & Activation Call Center
Bank of America / MBNA
Newark, DE
01.1990 - 01.2001
- Led new product development and marketing for affinity credit card portfolios; co-managed American Express and WorldPoints launches.
- Acquired 3.9M WorldPoints accounts totaling $12.3B in loans; launched a calling card product generating $500K+ revenue.
- Directed retention call center, achieving a 98% customer retention rate and $33.6M in balance transfers.
- Developed policies and process improvements to enhance customer satisfaction and retention.
Education
Delaware Technical And Community College
Wilmington, DE06-1987
Skills
- Client Relationship Management
- Process Optimization & Automation
- Cross-functional Collaboration
- Strategic Planning & Budgeting
- Marketing Strategy & Product Launches
- Corporate Compliance & Business Licensing
- Regulatory Risk & Litigation Management
- Team Leadership & Development
- Data Analysis & Performance Reporting
- Regulatory Audits & Examinations
Timeline
Service Manager, Corporate Compliance/Business Licensing
CSC
05.2021 - Current
Service Manager, Corporate Legal Services
CSC
05.2021 - 10.2022
Senior Manager - Consumer Operations
TransUnion, LLC
10.2016 - 12.2020
SVP - Senior Group Operations Manager
Bank of America / MBNA
01.2007 - 01.2016
Vice President - Marketing Manager
Bank of America / MBNA
01.2001 - 01.2007
Vice President, Product Manager | AVP, Retention & Activation Call Center
Bank of America / MBNA
01.1990 - 01.2001
Delaware Technical And Community College