Summary
Overview
Work History
Education
Skills
Timeline
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Denise C Delisle

Colchester,CT

Summary

  • Results-driven Operations Management Executive with extensive experience including organizational management, business processes and team building within diverse industries.
  • Skilled in planning, coordinating, and executing successful strategic business programs with track record of improving operational stability, efficiency, and profitability.
  • Exceptional relationship builder and negotiator. Collaborate with senior stakeholders to effectively prioritize activities and achieve defined objectives, translating business requirements into solutions to achieve corporate performance goals and targets.
  • Over 30 years of experience in Customer Operations, Payment Operations, Compliance, and Vendor Management, including retail agent support and AML/BSA Compliance from which over 15 years have been in Money Remittances both Domestic and International.
  • Responsible for the day-to day operations including customer support to ensure happy customers. Additionally, directed activities, establish priorities, provide guidance, and ensure the availability of resources to meet or exceed customer needs, while ensuring BSA/AML standards were understood, adhered to and reviewed.
  • Develop a comprehensive plan designed to address operational improvement opportunities, including a strategy for services which enhance customer experience.
  • Develop short and long-term goals/objectives with respective timelines and budgetary recommendations Lead the development and implementation of new and innovative approaches to drive continuous improvement relative to productivity, quality and resource utilization, including opportunities to lower cost/improve service with automation, staff training and development and/or offshore operations as appropriate
  • Develop and regularly communicate key operational metrics which systematically measure “performance versus plan.” Develop a communication channel which acknowledges performance improvement and the respective impact on associates, members, providers and other stakeholders
  • Recruit, select and develop a highly functional team dedicated to transformation of processes which impact the Customer Experience team. Provide the leadership necessary to maintain a motivated, productive and engaged team through open communication, rewards/recognition and delegation of responsibilities and authority. Guide and direct subordinates in their personal and professional development; ensure successful execution of attracting, developing, motivating, and retaining organizational talent
  • Proven ability to deal with third party vendors/products for SLAs, contract negotiations and their deliverables Identify, define and implement standards that will be applicable across technologies Proven ability to negotiate and is comfortable with constructive conflict
  • Demonstrate strong leadership and exceptional partnering skills including ability to contract with and influence with and without authority at all levels, within the technology organization, across functional teams and with key vendor partners
  • Make continuous improvements of operations policy and procedures. Work with a team of talented and committed professionals. Be a key team member and add direct value to growing organization.

Overview

35
35
years of professional experience

Work History

VP of Payment Operations and Client Success

Payrailz LLC
Glastonbury, CT
01.2019 - Current
  • Payrailz LLC 2019 - Current
    VP of Payment Operations and Client Success
  • Develop comprehensive plan designed to address operational improvement opportunities, including strategy for services which enhance customer experience. Develop short and long-term goals/objectives with respective timelines and budgetary recommendations
  • Lead the development and implementation of new and innovative approaches to drive continuous improvement relative to productivity, quality and resource utilization, including opportunities to lower cost/improve service with automation, staff training and development and/or offshore operations as appropriate
  • Develop and regularly communicate key operational metrics which systematically measure “performance versus plan.” Develop communication channel which acknowledges performance improvement and respective impact on associates, members, providers and other stakeholders
  • Recruit, select and develop highly functional team dedicated to transformation of processes which impact Customer Experience team. Provide leadership necessary to maintain a motivated, productive and engaged team through open communication, rewards/recognition and delegation of responsibilities and authority. Guide and direct subordinates in their personal and professional development; ensure successful execution of attracting, developing, motivating, and retaining organizational talent
  • Proven ability to deal with third party vendors/products for SLAs, contract negotiations and their deliverables Identify, define and implement standards that will be applicable across technologies
  • Proven ability to negotiate and is comfortable with constructive conflict
  • Must demonstrate strong leadership and exceptional partnering skills including ability to contract with and influence with and without authority at all levels, within the technology organization, across functional teams and with key vendor partners
  • Serve as the point of contact for payment processing, account reconciliation, and biller management.
  • Research and help manage vendor relationships to achieve/exceed operational goals, service levels, and performance objectives.
  • Make continuous improvements of operations policy and procedures.
  • Work with a team of talented and committed professionals.
  • Be a key team member and add direct value to our growing organization.
  • Advance financially and professionally as results are delivered.

VP of Customer Operations and Compliance

BillMo Formerly ISend
Middlebury, CT
09.2009 - 01.2019
  • Performed business analysis and provided guidance on best practices and various approaches.
  • Transformed strategy into standard practice with measurable KPIs.
  • Analyzed operational and financial data to identify business insights and opportunities for process improvement.
  • Led projects and implementations of internal processes, methodologies and tools to improve business performance.
  • Ensured BSA/AML standards were understood, adhered to and reviewed. Developed and Implemented written compliance program, including agent handbook, a training program for company staff and spearheaded independent audits of the compliance program in an effort to achieve full compliance
  • Manage corporate compliance program by coordinating and monitoring of company’s day-to-day compliance with all regulatory requirements of Bank Secrecy Act (BSA), USA Patriot Act, related anti-money laundering (AML) laws and anti-terrorism legislation as applicable to money transmitter companies and company’s own policies and procedures.
  • Conducting employee programs related to the company’s BSA/AML Program.
  • Receive, review, and verify filing for any Suspicious Activity Report (SARs) and Currency Transaction Report (CTRs).
  • OFAC Compliance, MSB Registration with US Treasury Department, Recordkeeping practices, State Licensing and Reporting Requirements, oversight of correspondent/paying agents and authorized agents’ approval procedures and due diligence.
  • Coordination of any audit of company’s BSA/AML Program to both internal and external auditors/examiners.
  • Direct activities, establish priorities, provide guidance and ensure availability of resources to meet or exceed customer needs
  • Analyze business operations and needs to establish departmental policies, procedures and metrics to ensure high performance standards and profitable financial results. 25% improvement achieved in first call resolutions and service levels.
  • Industry experience include applying for the MSB state licenses, implementation and updating of the AML-BSA program, coordinate the AML Corporate AML Committees & Independent Exams, attend the IRS, Banking Departments, and external audits in the USA, as well as Due Diligence from American banks and other countries’ settlement companies; establish communication with law enforcement, attending their legal requirements of information through subpoenas and suspicious activity reports.

VP of Operations

Resolute Partners LLC
01.2008 - 01.2009
  • Resolute Partners is the premier provider of turnkey, recreational public Internet access, LAN gaming products and Wi-Fi services to US armed forces with 135 sites located on 50 military installations around the world
  • As VP of Operations, responsible for all customer-facing operations
  • Built a highly effective and scalable operations organization
  • Developed metrics and tools to measure and monitor progress in optimizing processes to drive the business

NE General Manager

Curtis 1000
Newington, CT
01.2007 - 01.2008
  • Curtis 1000 is a nationwide provider of print and print-related services
  • Curtis streamlines and handles all of companies print procurement needs from start to finish – design to distribution – through a full-service digital print, commercial print, direct mail and marketing services capabilities
  • There are six full-line print, fulfillment, warehouse and distribution centers from coast to coast
  • Curtis 1000 has net sales over $500 million and employs over 500 employees
  • As GM, responsible for sales and profits for the Northeast
  • Operations center
  • Developed and implemented an engaged culture through measuring results.

Director of Customer Operations

Ortronics / Legrand, Ortronics Inc
Hartford, CT
01.2005 - 01.2007
  • A global leader in enterprise copper Category 5e and Category 6, fiber optic and residential high performance, structured cabling systems
  • From end-to-end, Ortronics offers the world's most extensive range of connectivity products including patch panels, patch cords, workstation outlets, cable management systems, 110 cross-connect systems and more
  • Ortronics has net sales over $100 million and employs over 250 employees
  • Responsible for customer service, inside sales, technical support and quote teams
  • Developed and implemented key metrics to measure and improve customer satisfaction.

Divisional VP of Customer Operations

American Payments Systems
Wallingford, CT
01.2003 - 01.2005
  • CheckFree handles walk-in bill payments for over 125 billers in 50 states with a network of more than 10,000 agents processing over 125 million payments with annual volume over $12 billion
  • Directed customer operations groups including call center, technical support, quality assurance, warehouse, client services, stored value card operations, agent support operations and project management
  • Effectively managed two-thirds of the organization

Divisional VP of Customer Care

Charter Communications
Newtown, CT
01.2002 - 01.2003
  • Northeast
  • Charter Communications is a broadband communications company providing a full range of advanced broadband services to the home, including cable television on an advanced digital video-programming platform via Charter Digital and Charter High-Speed Internet Service
  • Charter also provides business-to-business video, data and Internet protocol (IP) solutions through Charter Business Division
  • Grouped into five divisions nationwide
  • Responsible for directing the Northeast division customer care departments involving all activities that contribute to the acquisition, satisfaction and retention of customers
  • Oversee billing, collections, information systems and dispatch departments
  • Directed a 6-person team which managed more than 50% of the employees.

General Manager

Envirotest
Windsor, CT
01.2002 - 01.2003
  • ESP operates centralized vehicle inspection programs in eleven states and one Canadian province comprising 175 facilities and 689 testing lanes
  • ESP performs more than 13 million inspections each year
  • These programs are in Colorado, Connecticut, Illinois, Indiana, Kentucky, Maryland, Missouri, Ohio, Tennessee, Washington and Wisconsin, and Canadian province of British Columbia
  • Responsible for vehicle emission inspection program for Connecticut
  • Directed Human Relations, MIS, Finance, Quality Assurance, Technical Support and Customer Operations groups
  • Developed and implemented policies and procedures for managing 25 location and 500 employees throughout the state of Connecticut.

VP of Operations

S&S Worldwide
Colchester, CT
01.1986 - 01.2000
  • S&S Worldwide is a market leader in products for therapy, education and recreation
  • The company's product line includes games, therapy products, early learning materials and products for movement, motion and balance
  • Reported to Executive Vice President
  • Responsible for distribution and manufacturing
  • Performed strategic planning, budget control, inventory levels, asset management, cost controls and efficiencies for maintaining customer-focused operation
  • Effectively manage two-thirds of the organization by communicating goals associated with company strategies
  • Directed subordinates to achieve and maintain the highest standards in order for customers to experience consistent quality service.

Education

PowerPoint, Excel, Word, Outlook, Lotus Notes, Six Sigma Champion Training - Marketing Management And Research

Bryant University
Smithfield, RI
05.1980

BS - Business Administration

Bryant University Smithfield
North Smithfield, RI
05.1980

Skills

  • Interdepartmental Collaboration
  • Team Recruiting and Onboarding
  • Efficient and Detail-Oriented
  • Customer Complaint Resolution
  • Understanding Customer Needs
  • Operating Procedures and Policies
  • Customer Account Management
  • Department Management

Timeline

VP of Payment Operations and Client Success

Payrailz LLC
01.2019 - Current

VP of Customer Operations and Compliance

BillMo Formerly ISend
09.2009 - 01.2019

VP of Operations

Resolute Partners LLC
01.2008 - 01.2009

NE General Manager

Curtis 1000
01.2007 - 01.2008

Director of Customer Operations

Ortronics / Legrand, Ortronics Inc
01.2005 - 01.2007

Divisional VP of Customer Operations

American Payments Systems
01.2003 - 01.2005

Divisional VP of Customer Care

Charter Communications
01.2002 - 01.2003

General Manager

Envirotest
01.2002 - 01.2003

VP of Operations

S&S Worldwide
01.1986 - 01.2000

PowerPoint, Excel, Word, Outlook, Lotus Notes, Six Sigma Champion Training - Marketing Management And Research

Bryant University

BS - Business Administration

Bryant University Smithfield

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Denise C Delisle