Silvia Muchera

Eighteen (18) years of service at NSSF, including 15 years in Member Records Management and 3 years in branch operations, providing extensive institutional knowledge and records management expertise. Skilled and experienced across multiple service areas i.e. records management, benefits processing, employer and member registration. Shop Steward for five consecutive years, fostering positive industrial relations and maintaining a workplace free from industrial actions during this period.

Consistently high performer, earning a top appraisal rating of 5 in the 2024/2025 financial year and exceeding expectations for over five years. Proven innovator who introduced an employer records labelling system that improved records retrieval, accuracy, and service delivery. Brings proven experience, leadership, and a strong performance.

Senior Assistant Records Officer III - National Social Security Fund (NSSF), Member Records Department

(2011-10)

• Prepare and update file indices to support proper organization and efficient records retrieval.
• Conduct records surveys, appraisals, retention, disposal, and classification processes in compliance with records management procedures.
• Retrieve, process, register, index, dispatch, and track files/records using manual and records management systems.
• Capture requests, complaints, and compliments while maintaining accurate records registers and operational efficiency.
• Sort, arrange, shelve, serialize, and monitor overdue or delayed files to enhance accountability and accessibility of records.
• Introduced an innovative employer records labelling system that improved speed, accuracy, and efficiency in records retrieval, enhancing timely service delivery.
• Consistently exceeded performance expectations through efficiency, reliability, and commitment to quality service delivery, earning an exceptional performance appraisal rating of five (5).

Assistant Clerical Officer - NSSF (Industrial Area Branch) - Industrial Area Branch

(2008-07 - 2011-09)

• Worked under the Branch Manager, handling key branch operations including managing member and employer registration
• Benefits processing: where I was involved in benefits processing, including claims handling, documentation, data capture, file management, and dispatch. I also supported benefits computation processes, handled customer enquiries, and assisted in resolving escalated complaints, contributing to efficient service delivery and improved customer satisfaction.
• Cash receipting while ensuring efficient service delivery.
• Supported organizational growth through voluntary member registration campaigns and the 1-4 Employer Registration Initiative.
• Improved customer satisfaction and transparency by facilitating real-time benefits claim status updates for members.

Diploma - Business Management (Business Management option) - The Kenya Institute of Management, Nairobi (2009-01 - 2014-03)

Kenya Certificate of Secondary Education - Kaimosi Girls’ High School, Vihiga (2002-02 - 2005-11)

Kenya Certificate of Primary Education - Vihiga (1994-01 - 2001-11)