Jennifer Otero
Orlando
Summary
Strategic and results-driven HR Business Partner with 17+ years of Human Resources experience supporting leaders and teams through complex employee relations, workplace investigations, and HR compliance matters. Trusted advisor to operational and senior leaders, partnering to align people strategies with business objectives, mitigate risk, and drive organizational effectiveness. Experience managing high-risk employee relations cases, including FEC investigations, with a consistent, fair, and policy-driven approach. Recognized for building strong relationships across all levels of the organization, influencing leaders through data‑informed guidance, and fostering respectful, inclusive, and engaged workplaces through proactive HR and ER strategies.
Overview
17
17
years of professional experience
Work History
Senior Manager, Employee Relations
Universal Orlando Resort
Orlando
07.2024 - Current
- Responsible for conducting in-depth interviews and investigations, including gathering and evaluating information; preparing reports, determining facts; conferring with operations leadership and HR Business Partners regarding case findings and recommended disciplinary actions; assisting with the preparation of disciplinary documentation.
- Collaborate and build relationships with Human Resources Business Partners, UDX operations leadership, NBCU Legal, and NBCU Fair Employment Practices.
- Provide guidance and direction to senior operations management and HR Business Partners on all matters related to Employee Relations.
- Ensure fair and consistent enforcement of policies and practices, and legal compliance. Ensures disciplinary actions are handled fairly and consistently.
- Responsible for managing and assigning FEC cases to Open Door Managers.
Manager, Human Resources Business Partner
Universal Orlando Resort
Orlando
07.2019 - 07.2024
- Served as Human Resources Business Partner to all Volcano Bay Waterpark divisions and Universal One supporting approximately 1500 Team Members. Provided support in areas of employee relations, Team Member experience, policy interpretation, 'managing in the grey', talent management, appraisals, leave programs, and reasonable accommodation support, with a fully collaborative, positive-work environment mindset.
- Managed a team of one salaried HR leader, and one hourly HR coordinator.
- Ensured fair and consistent enforcement of Federal and State Laws and Company policies and practices. Investigate employee workplace situations including fair employment claims and employee performance.
- Supported the Team Member Satisfaction Survey efforts by partnering with senior leaders to action plan and communicate results while identifying any impact these decisions would make.
- Administered advice and consultation to employees and management regarding policy interpretation, Employee assistance concerns, employee conflict, etc.
- Served as liaison between operational management and the HR centers of excellence teams by assisting with programs or communicating information relating to payroll, records, benefits, training, compensation, and staffing.
- Supported Entrance Operations, Parking & Transportation, Volcano Bay Security, and Environmental Health & Safety.
Senior Representative, Human Resources Business Partner
Universal Orlando Resort
Orlando
08.2017 - 07.2019
- Served as Human Resources Business Partner to client groups in CityWalk supporting all revenue operations to include approximately 2500 Team Members. Provided support in areas of employee relations, Team Member experience, policy interpretation, 'managing in the grey', talent management, appraisals, leave programs and reasonable accommodation support, with a fully collaborative, positive-work environment mindset.
- Ensured fair and consistent enforcement of Federal and State Laws and Company policies and practices. Investigated employee workplace situations including fair employment claims and employee performance.
- Supported the Team Member Satisfaction Survey efforts by partnering with senior leaders to action plan and communicate results while identifying any impact these decisions would make.
- Administered advice and consultation to employees and management regarding policy interpretation, Employee assistance concerns, employee conflict, etc.
- Served as liaison between operational management and the HR centers of excellence teams by assisting with programs or communicating information relating to payroll, records, benefits, training, compensation, and staffing.
Senior Representative, Talent Acquisition
Universal Orlando Resort
Orlando
07.2016 - 08.2017
- Responsible for the implementation and strategic planning of Lifeguard hiring for Volcano Bay grand opening.
- Responsible for the recruitment of Hourly, Non-Exempt and Exempt positions across Universal Orlando.
- Supported the organization’s short & long-term staffing needs by developing strategies and executing initiatives to ensure timely and effective recruitment of right fit talent. This included sourcing, recruiting, screening, interviewing, recommending finalists and making job offers to both internal and external candidates within the defined services and performances criteria.
- Developed, maintained, and enhanced relationships with hiring managers through supportive resources, tools, and education.
- Provided expertise, direction, and development to other members of the Talent Acquisition Team.
- Managed candidate experience to ensure candidates have a positive experience throughout the process.
Generalist, Human Resources Business Partner
Wet ‘n Wild Waterpark
Orlando
10.2008 - 07.2016
- Served as Human Resources Business Partner supporting all of Wet ‘n Wild to include approximately 1500 Team Members. Provided support in areas of employee relations, Team Member experience, policy interpretation, 'managing in the grey', talent management, appraisals, leave programs and reasonable accommodation support, with a fully collaborative, positive-work environment mindset.
- Managed a team of 3 hourly Human Resources Team Members.
- Responsible for the strategic recruitment of Hourly, Non-Exempt and Exempt positions across Wet ’n Wild.
- Conducted a detailed screening process and orientation & onboarding for all new hires.
- Prepared and facilitated hiring fairs & recruitment calendar annually in anticipation of staffing needs.
Education
SHRM-Certified Professional (SHRM-CP) -
University of Central Florida
01-2015
High School Diploma -
William R. Boone High School
01-2003
Skills
- Relationship building
- Problem solving
- Performance management
- Strategic planning
- Employee relations
- Coaching leadership
- Legal compliance
- Human resources strategy
- Stakeholder engagement
- Talent acquisition
Additional Information
- Team Member Crisis Assistance Program Board Member - 2013-2014
- Universal Education Center Mentor - 2019-2020
- Universal Orlando HR Mentorship Program Mentor - 2024 - Present
- Women of Influence, Central Florida Member - 2026
Languages
Portuguese
Native/ Bilingual
Spanish
Professional
Timeline
Senior Manager, Employee Relations
Universal Orlando Resort
07.2024 - Current
Manager, Human Resources Business Partner
Universal Orlando Resort
07.2019 - 07.2024
Senior Representative, Human Resources Business Partner
Universal Orlando Resort
08.2017 - 07.2019
Senior Representative, Talent Acquisition
Universal Orlando Resort
07.2016 - 08.2017
Generalist, Human Resources Business Partner
Wet ‘n Wild Waterpark
10.2008 - 07.2016
SHRM-Certified Professional (SHRM-CP) -
University of Central Florida
High School Diploma -
William R. Boone High School