Ruth Mita
Nairobi
Summary
Passionate HR professional and client relations expert specializing in enhancing employee experiences and optimizing HR processes. With proven expertise in payroll management, onboarding, compliance, and team engagement, I bring a results-driven approach to fostering organizational growth and efficiency. I deliver innovative solutions for both local and global teams. Known for my ability to build meaningful relationships, solve complex challenges, and drive positive workplace culture, I am committed to delivering excellence in every aspect of HR operations.
Overview
6
6
years of professional experience
Work History
Quality Analyst
Deel
09.2024 - Current
- Conduct daily, weekly, and monthly Quality Control assessments to ensure alignment with established procedures and standards.
- Identify and analyze procedural and process-level issues, contributing to the design and implementation of improvement initiatives.
- Test and enhance existing quality control measures to strengthen overall process effectiveness.
- Manage workload independently while adhering to service-level agreements (SLAs) and meeting agreed deadlines.
- Collaborate closely with cross-functional teams and departments to investigate and resolve cases efficiently.
- Provide constructive feedback to agents, perform root cause analyses on identified errors, and recommend actionable improvements.
- Deliver refresher sessions and training programs to improve team competency and process adherence.
- Deliver high-quality service to both internal stakeholders and external customers by maintaining a customer-centric approach.
- Prioritize tasks effectively under pressure to ensure the timely completion of critical reporting deliverables.
- Quickly adapt to new processes, policies, and business needs through continuous learning and agility.
- Identify potential gaps in processes or products, and support global business operations by streamlining workflows and enhancing efficiency.
Payroll Support Specialist - Global Service Center
Deel
04.2023 - 09.2024
- Processed expedited payroll requests by verifying employee eligibility, accurately calculating on-demand pay based on worked hours or earned wages, and ensuring timely disbursement of funds through appropriate channels.
- Maintained detailed and accurate records of on-demand payroll transactions to support reconciliation and comprehensive reporting.
- Supported expense management by reviewing and approving employee expense reports, verifying compliance with company policies, and ensuring correct categorization for reimbursement.
- Integrated healthcare data into the payroll system, processing information from health insurance providers, benefit administrators, and employee enrollment platforms.
- Ensured the accuracy and completeness of healthcare data for payroll deductions and benefits administration.
- Facilitated employee registrations for benefits programs, including health insurance and pension plans, by gathering enrollment information, processing requests, and coordinating with benefit providers.
- Reviewed and approved employee payslips promptly and accurately, ensuring error-free payroll processing.
- Approved payslips through the HRIS portal to provide easy and confidential employee access.
- Resolved escalated user issues related to payroll and benefits efficiently using customer support tools, including Zendesk and Jira.
Risk, Support and Onboarding Specialist
Zepz International
11.2021 - 05.2023
- Reduced fraud-related risks by implementing advanced user verification processes, including IP and ID checks
- Managed and resolved over 500 fraud cases, contributing to a safer platform for users across multiple jurisdictions
- Acted as a key point of contact for app users, delivering tailored solutions and ensuring high customer satisfaction scores
- Enhanced fraud detection protocols by analyzing trends and proactively addressing vulnerabilities in real time
Human Resources Generalist
Solavieve Technologies GmBH
12.2022 - 03.2023
- Revitalized the onboarding process for new hires, resulting in faster integration and increased employee satisfaction
- Boosted team engagement by introducing culture-building initiatives aligned with company values
- Streamlined hiring processes, reducing time-to-hire by 25% through efficient job postings and candidate screenings
- Conducted research on HR trends, ensuring the implementation of industry-leading practices across the organization
People Operations Intern
Culturelligence
03.2022 - 10.2022
- Enhanced recruitment processes by successfully onboarding over 50 interns, ensuring a seamless transition into their roles
- Innovated talent acquisition strategies, experimenting with diverse methods to attract and enroll students and freshers in training and internship programs, achieving a 30% increase in enrolments
- Collaborated with the digital marketing team to organize and host webinars, engaging over 500 students and freshers and boosting the organization's visibility
Customer Support Specialist
Sendwave International
05.2021 - 11.2021
- Delivered exceptional customer support to a global user base, maintaining a 90% first-call resolution rate
- Assisted in troubleshooting app-related issues, enhancing user experience and service reliability
- Collaborated with partners to ensure timely resolution of remittance delivery inquiries, achieving an SLA adherence of 95%
Client Services Officer
Equity Bank Limited
03.2021 - 05.2021
- Strengthened client relationships by resolving queries promptly, achieving a customer satisfaction score of 87%
- Educated customers on banking procedures and security protocols, fostering trust and compliance
- Streamlined query handling processes, reducing average resolution time by 15%
Customer Service Advisor
Absa Bank
01.2019 - 06.2020
- Promoted digital banking tools, resulting in a 20% increase in customer adoption rates
- Managed foreign exchange transactions and international funds transfers with 100% accuracy
- Consistently exceeded daily transaction targets while maintaining high levels of customer satisfaction
Education
MBA - Human Resource Management
University of Nairobi
Nairobi12-2024
CPSK Coursework - Certified Secretaries
Vision Institute of Professionals
Nairobi, Kenya01.2020
Bachelor of Arts - Communication and Sociology
University of Nairobi
Nairobi01.2018
Skills
- SOP development
- Audit processes
- Procedural updates
- Project management expertise
- New hire processing
- Payroll processing
- Proficient in Excel, HRIS
- Proficient in payroll software -Payspace, Kontek, ADP, Execupay
- Benefits administration
- Payroll administration experience
Professional Statement
Passionate HR professional and client relations expert specializing in enhancing employee experiences and optimizing HR processes. With proven expertise in payroll management, onboarding, compliance, and team engagement, I bring a results-driven approach to fostering organizational growth and efficiency. I deliver innovative solutions for both local and global teams. Known for my ability to build meaningful relationships, solve complex challenges, and drive positive workplace culture, I am committed to delivering excellence in every aspect of HR operations.
Referees
- Susan Mbogo
Team Lead, Global Service Center
Deel
Tel: +254786594932
Email: susanmbogo066@gmail.com
- Julia Wanjiku
Payments Operations Senior
representative
Zepz
Tel: +254722739803
Email: julieshiko@gmail.com
- Jael Hawala
Customer Experience Manager
Absa Bank Kenya PLC
Tel: +254722356175
Email: jael.hawala@absa.africa
Timeline
Quality Analyst
Deel
09.2024 - Current
Payroll Support Specialist - Global Service Center
Deel
04.2023 - 09.2024
Human Resources Generalist
Solavieve Technologies GmBH
12.2022 - 03.2023
People Operations Intern
Culturelligence
03.2022 - 10.2022
Risk, Support and Onboarding Specialist
Zepz International
11.2021 - 05.2023
Customer Support Specialist
Sendwave International
05.2021 - 11.2021
Client Services Officer
Equity Bank Limited
03.2021 - 05.2021
Customer Service Advisor
Absa Bank
01.2019 - 06.2020
MBA - Human Resource Management
University of Nairobi
CPSK Coursework - Certified Secretaries
Vision Institute of Professionals
Bachelor of Arts - Communication and Sociology
University of Nairobi
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