Denise Ciriaco Email & Phone Number

Wilmington, Delaware, United States

Greater Philadelphia Area

Direct management and accountable for operational and management of teams responsible for investigation and resolution of all 3rd party regulatory (CFPB, BBB, Attorney’s General, etc) complaints and all litigation/lawsuits filed against TransUnion. Managed team responsible for accuracy of legal research and fact investigation provided to internal and external legal partners. Lead analytic teams responsible for analysis, monitoring, assessment and reporting of all data inputs to identify key trends and volume drivers across the regulatory and legal business. - Implemented in-depth analysis processes and procedures to determine risk segment (people, process or technology) and level of risk impact. Collaborated with key business partners (Customer Service, Quality, Technology, Compliance, etc.) to establish associated remediation plans - Managed the implementation of data furnisher monitoring organizational procedures and routines to ensure proper control measures and limit and/or reduce risk exposure (e-OSCAR reporting trends, litigation allegation related risks, regulatory and reputational related risks) - Developed and distributed compelling dashboards and reports to senior leaders, legal and compliance to track key performance indicators, identify trends and monitor remediation plans - Managed the implementation of several enhanced automated solutions to improve existing manual routines or processes and reduced agent processing of repetitive processing by 75% in 2019 and 2020 - Lead the implementation of multiple program and process enhancements that increased efficiency through technology and process upgrades resulting in $383K in cost savings - Developed and updated process documentation and procedures to ensure regulatory compliance within the organization to ensure adherence to all laws, regulations, guidelines and specifications

Newark, De

Direct management and accountable for day to day operations for all litigation filed against Bank of America for the consumer US credit card portfolio. Lead large team of full time associates, managers, quality control at multiple locations. - Responsible for accuracy of legal research and fact investigation provided to internal and external legal partners to build accurate and successful case defense - Collaborated and met with clients and legal teams to developed detailed litigation strategies for high profile/class action cases - Managed internal and external partnerships with legal firms across the country and lines of business across organization to maximize case defense and reduce and/or eliminate the potential of future litigation - Managed cross-functional initiatives that increased job performance, case management automation - Managed implementation of program enhancements that increased efficiency through technology upgrades and process improvements - Implemented Quality Review/Quality Control processes and procedures to drive case management consistency - Successfully managed over 5,000 filed litigation matters resulting in a settlement loss of avoidance of 96% ($725M)

Newark, De

Managed Loyalty Marketing product upgrades and retail marketing for credit card portfolio and various affinity products. - Designed and executed profitable loan growth strategies for major portfolios and market segments - Collaborated with advertising and promotion managers to promote new products and services - Analyzed performance of all marketing programs to identify the best opportunities for optimization. - Managed expenses of developed products and services - Test marketed and analyzed new ancillary products and services for existing Customer base - Developed and directed strategy for launch of retail activation strategies for inactive accounts on the US credit card portfolio to stimulate retail activity on the inactive US Credit Card portfolio

Newark, De

Managed new product development, marketing and sales for affinity credit card portfolio. - Responsible for performing comprehensive market and competitive analysis through industry research to identify points of product differentiation and positioning to develop future products - Co-managed the American Express and WorldPoints credit card product launch - Acquired $3.9M new WorldPoints accounts with a total of 12.35B in portfolio of loans - Launched and managed Calling Card product that generated over $500K in revenue

Newark, De

Managed the performance and efforts of specialist, managers and quality control to achieve department goals including a 98% retention rate and $33.6M in balance transfers. - Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction - Educated and motivated specialists to improve performance and foster career development