Looking for a job

Matilda Nguku

@matildanguku

Employee Relations Associate at Oasis Outsourcing Company, improving onboarding compliance and resolving payroll and benefits inquiries.

Kenya

Message

What I'm looking for

I'm seeking to leverage my expertise in process optimisation, virtual assistant support, and issue resolution in a high-impact administrative or human resources role.

At Oasis Outsourcing Company, I process electronic onboarding documentation and resolve employee questions about payroll and benefits. I also investigate personnel issues and support distributed teams with asynchronous workflows.

At CCI Kenya, I handled customer inquiries across omnichannel platforms and resolved service disputes. I developed solutions for recurring technical issues, reducing repeat caller volume by 15%.

At Living Room International Hospital, I supported patient-centred care, monitored vital signs, and recorded data in electronic health records. I also facilitated virtual telehealth consultations for patients who couldn’t travel.

Experience

Work history, roles, and key accomplishments

Current

Employee Relations Associate

Current

Oasis Outsourcing Company

Nov 2025 - Present (11 months)

Managed inbound communication channels, resolving employee inquiries on payroll and benefits. Processed electronic onboarding documentation for new hires, achieving a 100% compliance rate with internal data security protocols.

Employee Relations Onboarding Payroll Administration Dispute Resolution Policy Enforcement Benefits Administration Record Maintenance Document Processing Escalation Management Async Workflows and Background Jobs Compliance Monitoring Ticket Resolution Remote Collaboration

Customer Service Agent

CCI Kenya

Sep 2024 - Nov 2025 (1 year 2 months)

Managed high-volume customer inquiries via omnichannel platforms, processing up to 80 interactions per shift. Exceeded efficiency and accuracy KPIs, achieving a 96% customer satisfaction score over 12 months.

Customer Service Omni Channel Support Escalation Management Remote troubleshooting CRM Data Entry Quality Assurance Customer Retention Service Delivery

Healthcare Assistant

Living Room International Hospital

Jun 2022 - Jul 2023 (1 year 1 month)

Supported medical personnel with patient-centred care protocols for a ward of 30 patients. Monitored vital signs and recorded physiological data into electronic health records, identifying critical abnormalities to enable rapid medical interventions.