Xenia Jacqueline Jule Hernandez

In my current role as an Operations Analyst, I have built a comprehensive and strategic skill set that bridges performance management, client engagement, and operational excellence. I have consistently been recognized as a Top Performer within the Sales and Retentions department and have led initiatives that significantly improved team performance and engagement.

- Key responsibilities and accomplishments include:

• Team Leadership & Performance Management:
• Successfully led underperforming and crisis-affected teams to recovery through tailored action plans and consistent performance monitoring.
• Designed and executed full budget restructurings to enhance engagement and motivation, even with limited financial resources.
• Negotiated directly with clients to secure realistic and attainable KPIs, aligning frontline capabilities with performance expectations
• Engagement & Event Management:
• Led the planning and logistics of high-impact events such as Renewals Got Talent, Oktober Fest, and the Renewals Look Back Video, fostering a strong team culture.
• Developed and implemented targeted action plans to improve engagement scores and Pulse Check results across multiple teams.
• Leadership Development & Certifications:
• Completed internal leadership programs including Team Leader Induction, Coaching Program, and Ready, Set, Coach.
• Currently pursuing a Lean Six Sigma Yellow Belt certification, focused on optimizing CR% in the Cancellations department.
• Participated in advanced learning workshops such as:
• LeanIN – Creating Effective Action Plans (RCA & SMART methodology)
• Emotional Intelligence – Stress Management
• Career Expo – Leading with Purpose
• SEED Sessions – Psychological First Aid
• Organizational Involvement:
• Actively contribute to TELUS culture through multiple leadership roles:
• CSR POC for First American
• Fun Committee POC
• Actual Connections Ambassadors

I began my journey at RIA as a Legal Compliance Analyst, where I gradually advanced through continuous training and hands-on experience in core areas such as Anti-Money Laundering (AML), Know Your Customer (KYC), and OFAC compliance.

Throughout my tenure, I developed strong expertise in key AML functions, including:

• Conducting thorough Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) for high-risk clients.
• Performing KYC verifications, ensuring all customer information was up to date, accurate, and aligned with regulatory standards.
• Investigating and analyzing potential OFAC matches, using screening tools to determine false positives and escalating true hits.
• Reviewing source of funds documentation to identify inconsistencies or red flags, and assessing the legitimacy of transactions to prevent money laundering.
• Maintaining direct communication with correspondent banks and financial institutions to coordinate compliance reviews and resolve regulatory inquiries.
• Preparing and submitting Suspicious Activity Reports (SARs) when unusual or potentially illicit activities were identified.
• Staying up to date with evolving regulatory frameworks and applying those insights to strengthen internal processes.