Jessica L. Aquino

• Manage complex employee relations matters including performance management, workplace conduct concerns, attendance issues, policy violations, and conflict resolution.
• Conduct employee investigations and provide recommendations aligned with company policy and employment law.
• Partner closely with HR Business Partners and leadership teams to provide guidance on employee relations matters, organizational risk, and workforce decisions.
• Support managers with corrective actions, performance improvement plans, coaching strategies, and termination recommendations.
• Manage end-to-end termination processes, including case review, risk assessment, documentation review, separation approvals, employee communication, and coordination with leadership and internal partners.
• Support and coordinate exit agreement processes from initiation through completion, including documentation review, communication support, and partnership with Legal, HR, and leadership teams.
• Facilitate difficult employee conversations and assist with conflict resolution strategies.
• Manage and support leave of absence matters including FMLA, ADA accommodations, medical leave, and return-to-work processes.
• Respond to unemployment claims by reviewing documentation, preparing case details, and ensuring timely submissions.
• Maintain detailed case documentation and ensure confidentiality in handling sensitive employee matters.
• Collaborate with Legal, Compliance, and operational leadership on escalated employee concerns and risk mitigation.
• Coach leaders on communication, accountability, and consistent application of company policies and procedures.

Key Skills:
Employee Relations • Investigations • Performance Management • HR Compliance • Conflict Resolution • Leave Administration • FMLA • ADA • Unemployment Claims • Termination Processes • Exit Agreements • Leadership Coaching • Documentation Management • Risk Mitigation

• Managed multiple operational teams supporting Fraud Hotline, Card Detection, Voice Detection, and Fraud Detection Risk Analyst functions.
• Led and coached specialists to achieve operational, quality, and service performance goals.
• Oversaw escalated customer and fraud-related issues while ensuring compliance with banking regulations and internal procedures.
• Monitored productivity, performance metrics, and staffing needs to support operational efficiency.
• Conducted employee coaching, performance discussions, and development planning.
• Assisted with process improvements and implementation of operational changes to enhance customer experience and fraud prevention efforts.
• Supported employee engagement initiatives and team development activities.
• Partnered with cross-functional teams to address operational risks and improve workflow processes.

Key Skills:
Leadership • Operations Management • Fraud Prevention • Risk Analysis • Employee Coaching • Performance Management • Customer Escalations • Compliance • Team Development • Process Improvement • Workforce Management

• Served as a subject matter expert during organizational acquisition and conversion activities.
• Assisted with operational transition support, process training, and issue resolution.
• Provided guidance to employees regarding updated systems, procedures, and workflows.
• Collaborated with leadership and support teams to ensure smooth implementation and minimal operational disruption.
• Assisted with troubleshooting and escalation support during system and process transitions.

Key Skills:
Process Training • Change Management • Operational Support • Systems Knowledge • Problem Solving • Cross-Functional Collaboration • Escalation Management

• Supported contact center operations through employee coaching, floor support, and escalation management.
• Facilitated training, employee development, and performance support initiatives.
• Handled escalated customer concerns and worked toward timely resolution.
• Monitored employee performance and provided feedback to improve service quality and efficiency.
• Assisted with onboarding and mentoring new employees.

Key Skills:
Coaching • Escalation Resolution • Customer Service • Employee Support • Training • Contact Center Operations • Mentoring • Communication

• Provided customer service and sales support within a contact center environment.
• Assisted customers with account servicing, product education, and banking solutions.
• Supported training initiatives and helped coach peers on customer service expectations and processes.
• Met performance goals related to customer satisfaction, service quality, and sales metrics.
• Maintained compliance with banking regulations and internal procedures.

Key Skills:
Customer Service • Sales Support • Banking Operations • Training Support • Communication • Relationship Building • Compliance • Contact Center Support