Payments Operations & Digital Innovation Leader
Resume:
DALE GREGOIRE
PAYMENTS LEADER: SCALING OPERATIONS & DIGITAL INNOVATION
************@*******.***
**** ***** ****, ***** *****, Missouri, 63628
Dedicated professional with a strong work ethic and a commitment to management excellence. Proven track record in fostering team growth and driving positive employee engagement to achieve organizational goals. SKILLS
Management
Coaching
Training
Mentoring
Engagement
Budgeting
Project Management
Vendor Management
Hiring/Interviewing
Fintech
Compliance and Regulation
Risk Assessments
Leadership
Proven ability to lead, mentor, and manage
cross-functional teams of varying sizes to drive
operational success.
File Processing
Reporting
Microsoft Office
Excel/Word/Power Point
Computer Skills
Social Media Management
Proficient in developing and executing
comprehensive social media strategies to
enhance brand presence and engagement.
Analyzing
Business Process Management
Detail Oriented
WORK EXPERIENCE
SENIOR FINANCIAL ANALYST
VersaPay Toronto, CA February 2023 — August 2024 Perform daily balancing and complex settlement reconciliations. Oversee end-to-end chargeback processes and case management. Monitor payment reports across all VersaPay products to ensure financial integrity.
Develop and implement controls to mitigate risk and eliminate financial discrepancies.
Collaborate with payment providers, support teams, and accounting to resolve processing issues.
Navigate complex ledger systems and utilize analytical approaches to resolve exceptions.
Assist in the migration of manual data processes to automated systems. DIRECTOR OF PAYMENT OPERATIONS
Westerra Credit Union Denver, CO 2021 — 2022
Direct all ACH, Wire, Draft, and Card processing operations. Lead three distinct departments: Mail Room Processing, Card Services, and Payment Operations.
Oversee vendor contract negotiations and renewals to optimize service costs. Develop and deploy digital payment strategies aligned with the company’s
"digital-first" member experience initiative.
Manage annual department budgeting and ensure compliance with regulatory standards.
Conduct staff hiring, professional development, and one-on-one performance coaching.
MANAGER OF PAYMENT OPERATIONS
Westerra Credit Union Denver, CO 2017 — 2021
Managed ACH, Wire, Draft, Adjustments, and Reconciliations while leading strategic projects.
Directed three departments encompassing Payment Operations, Card Services, and Card Disputes.
Coached, trained, and mentored staff to enhance professional growth and operational efficiency.
Spearheaded staff engagement initiatives and offsite team-building activities. EDUCATION
Bachelor of Science in Computer
Information Systems
Columbia College
2014 — 2018
LEADERSHIP EXPERIENCE
Experienced leader managing teams of up to
15 members, with expertise in hiring,
coaching, and performance management.
Strategic thinker focused on deploying
initiatives that align with corporate vision
and department goals. Proficient in contract
negotiation, budgeting, and product
onboarding. Skilled in project management
and dedicated to fostering a creative,
productive environment that supports
professional team growth.
Executed digital payment strategies to support the organizational goal of a digital-first member experience.
SENIOR CARD SERVICES SPECIALIST
Westerra Credit Union Denver, CO 2014 — 2017
Served as a trainer and supervisor while overseeing card dispute filings. Supported front-line staff with card inquiries, inventory management, and shipping logistics.
Provided Tier 3 technical support for troubleshooting card functionality issues. Provided high-level phone support for the organizational contact center. Conducted operational auditing and generated performance reports. Managed mobile wallet tokenization services including Apple Pay, Google Pay, and Samsung Pay.
CONTACT CENTER & E-BUSINESS SPECIALIST
Westerra Credit Union Denver, CO 2009 — 2014
Served as Team Lead and Trainer for the E-Business division. Provided expert customer service for inbound phone and email inquiries regarding member accounts.
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