Abigail Kotut

Results-driven customer operations professional with over five years of experience in contact centre leadership, customer experience, team management, survey operations, data analysis and client relationship management. Proven ability to lead high-performing teams, improve operational efficiency, manage customer satisfaction initiatives and deliver data-driven insights that support business decisions.

Contact Centre Team Lead at One Acre Fund – Tupande (2025-03 – 2026-05)

• Led and coached a team of contact centre agents to achieve individual and team performance targets.
• Conducted weekly performance evaluations, quality assessments, and one-on-one coaching sessions to improve productivity and service delivery.
• Facilitated daily pre- and post-shift briefings to communicate priorities, updates, and performance expectations.
• Maintained attendance records and collaborated with Workforce Management to ensure adequate staffing and schedule adherence.
• Monitored key performance indicators (KPIs) and implemented action plans to improve operational performance.
• Managed Customer Satisfaction (CSAT) and Net Promoter Score (NPS) survey operations from data preparation to reporting.
• Cleaned, validated, and uploaded customer call lists into Connex1 to ensure accurate survey deployment.
• Monitored daily survey progress and generated weekly reports highlighting customer insights, trends, and operational recommendations.
• Oversaw daily USSD registrations and monitored order progression to ensure compliance with established Service Level Agreements (SLAs).
• Achieved 100% reconciliation of Tupande Online order escalations submitted through Kissflow.
• Analyzed operational dashboards and performance reports to identify trends, performance gaps, and improvement opportunities.
• Maintained structured coaching documentation and follow-up plans to support continuous employee development.
• Identified operational challenges and collaborated with supervisors and project teams to implement effective process improvements.
• Utilized data-driven insights to improve workflows, increase efficiency, and enhance service quality.
• Worked closely with Workforce Management, project owners, quality assurance, and other operational teams to ensure seamless execution of daily activities.
• Coordinated with cross-functional stakeholders to improve communication and operational effectiveness.
• Fostered an inclusive, collaborative work environment through regular team engagements, one-on-one check-ins, and open feedback sessions.
• Designed and deployed structured survey forms using Google Forms and Connex1.
• Developed logical questionnaires incorporating skip logic, validation rules, and automated constraints to improve response quality.
• Configured survey workflows to ensure accurate data collection and a seamless respondent experience.
• Applied quality assurance measures throughout the survey design process to maintain data integrity.
• Managed survey deployment, updates, and ongoing maintenance to support reliable data collection.

Engagement & Fulfillment Agent at One Acre Fund – Tupande (2022-10 – 2025-03)

• Onboarded new Tupande clients using the PaygOps platform by collecting, verifying, and updating customer information.
• Conducted proactive follow-ups to resolve onboarding issues and ensure accurate client records.
• Assisted customers with inquiries and provided timely solutions to enhance customer satisfaction.
• Maintained accurate documentation and supported smooth customer onboarding processes.
• Built strong relationships with clients through consistent communication and proactive support.
• Collaborated with internal teams to resolve customer issues efficiently.
• Contributed to improved customer experience by ensuring prompt issue resolution.
• Participated in continuous training programs to strengthen product knowledge and customer engagement skills.
• Applied newly acquired knowledge to improve service quality and customer interactions.

Assistant Logistics & Distribution Associate at Apollo Agriculture (2021-12 – 2022-09)

• Coordinated stock receiving, verification, and documentation to maintain inventory accuracy.
• Led dispatch operations, ensuring timely and accurate product distribution.
• Supported logistics planning and field operations to facilitate efficient product delivery.
• Recruited, onboarded and trained distribution partners on operational procedures and product handling.
• Provided technical and operational support to partners to improve distribution efficiency.
• Strengthened relationships with distribution channels to enhance operational performance.

Account Manager at Gilchery Skip-Trace Ltd (2020-01 – 2021-11)

• Contacted customers to negotiate payment arrangements and improve debt recovery performance.
• Developed structured repayment plans while maintaining positive customer relationships.
• Managed assigned accounts and maintained accurate customer records.
• Consistently met collection targets through effective account management strategies.
• Handled customer inquiries and complaints professionally, ensuring timely and satisfactory resolution.
• Maintained confidentiality and compliance with company policies during all customer interactions.

Diploma in Journalism – Kenya Institute of Mass Communication (2009 – 2012)

Kenya Certificate of Secondary Education (KCSE) – Hill School – Eldoret (2004 – 2008)