MONSERRAT APEKU

• Designed, facilitated, and supported organizational development initiatives, programs, and processes aligned with business objectives and strategy execution.

• Partnered with HR Manager to deliver proactive and strategic consultation to managers and employees, systematically addressing root causes of HR issues.

• Supported end-to-end recruitment for warehouse roles, including drafting job postings, screening resumes, and coordinating interviews.

• Coordinated onboarding and orientation programs, ensuring seamless integration of new hires.

• Maintained accurate employee records, including attendance tracking, timekeeping, and personnel files, ensuring compliance with company policies and audits.

• Provided timely responses to employee inquiries regarding HR policies, benefits, and workplace procedures.

• Monitored and reported attendance, tardiness, and turnover trends to support workforce planning and engagement strategies.

• Assisted in employee engagement initiatives and internal communications to strengthen workplace culture.

• Collaborated with warehouse supervisors to resolve employee concerns and provide HR support for shift operations.

• Delivered consistent quality service by adhering to organizational standards and compliance requirements.

• Utilized advanced proficiency in Microsoft Office Suite (Excel, PowerPoint) and HR/timekeeping systems for data management and reporting.

• Maintained professionalism and composure in a fast-paced, high-volume environment while balancing multiple priorities.

• Performed additional HR and administrative duties as assigned to support department goals.

• Guided staff on new procedures and initiatives.
• Supported continuous learning and development for team members.
• Promote excellence in customer service by ensuring compliance with company policies and best practices.
• Identified process improvement opportunities and contributed innovative solutions to enhance team performance and service delivery.
• Analyzed team performance data and prepared reports to communicate results and actionable insights to management.
• Contributed to the onboarding and offboarding processes.
• Create new projects for the client to improve the metrics and KPIs.
• Responsible for leading new hire training programs, managing performance throughout the 30-60-90 day onboarding cycle, and overseeing knowledge management during operations.
• Reduced process gaps by effectively training new hires on best practices and protocols.
• Conduct audits and calibration sessions with Quality Assurance (QA) team to identify skill gaps and drive performance improvements.
• Keep training data and documentation updated for full compliance within the team.

• Led and managed a team, setting clear goals and objectives aligned with organizational priorities.
• Fostered effective collaboration and communication among team members to drive productivity.
• Delegated tasks, tracked progress, and ensured timely completion of projects.
• Provided ongoing support, coaching, and guidance to enhance team performance.
• Conducted performance reviews and appraisals to assess individual and team achievements.
• Identified skill gaps and facilitated training and development opportunities.
• Cultivated a positive, motivating work environment to maximize engagement and results.
• Maintained regular communication with senior management to report on team progress and address challenges.

• Provide technical support to clients and internal teams across hardware, software, and network issues, ensuring fast resolution and minimal downtime.
• Manage and prioritize service requests and incidents through ticketing systems (ServiceNow), ensuring compliance with SLA agreements.
• Escalate unresolved issues to higher-tier support teams and vendors, while tracking and providing updates to clients.
• Maintain a strong focus on customer satisfaction, resolving issues in a timely manner while delivering exceptional service.
• Developed and implemented training programs that increased staff competency and retention.
• Successfully supported multiple clients simultaneously, improving workflow and client satisfaction.