Open to opportunities

Winnie Abutto

@winnieabutto

Message

Customer service and IT support professional focused on training, satisfaction, and reliable problem-solving.

Kenya

Message

What I'm looking for

I’m looking for a busy, challenging environment with minimal supervision, where I can use my communication and public relations skills, training experience, and technical support to grow professionally and help the organization deliver measurable impact.

I’m a customer service and call-center professional who “maximize[s] my communication and public relation skills,” handling large volumes of calls, assessing customer needs, resolving complaints, and “provide[ing] accurate, valid and complete information by using the right methods/tools.” I build trust through “open and interactive communication,” keep proper records of interactions, and ensure customers are satisfied through follow-up to resolution.

Alongside customer support, I bring hands-on IT capability from installing and configuring hardware/software, maintaining computer systems and networks, and providing technical support to users. I also support team performance by “providing continuous training, mentorship, and performance feedback,” monitoring calls for quality and compliance, and helping agents meet targets in a busy environment.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Supervisor

Current

Tupande by One Acre Fund

Sep 2022 - Present (3 years 7 months)

Handled large volumes of inbound calls by assessing customer needs, answering questions, and providing accurate information. Supervised and trained call center agents (independent contractors) by monitoring calls for service quality, ensuring policy compliance, and supporting complaint resolution.

Customer Service Complaint Resolution Customer Relationship Management Data Document Filing Communication

Document Digitization Assistant

SoftCom IT Business Solutions Ltd

Apr 2019 - Jul 2019 (3 months)

Worked on a City of Kisumu procurement digitization project by converting hardcopy documents into softcopy formats. Used scanning and a computer workflow to support the procurement department’s document digitization.

Document Scanning Scanning Data Entry Computer Operation Document Management

IT Support Technician

Bliss Medical Centre

Dec 2018 - Jan 2019 (1 month)

Installed and configured computer hardware, software, printers, and scanners while monitoring and maintaining computer systems and networks. Provided timely technical support, set up new user accounts, and supported data security through access controls and backups.

Network Monitoring Troubleshooting Technical Support Data Security

Hotel Membership Telemarketer

Grand Royal Swiss Hotel

Apr 2017 - Nov 2017 (7 months)

Conducted scripted sales calls to persuade businesses and individuals to purchase the hotel membership and explained fees and benefits. Generated daily leads (32–35/day), captured prospect information in the computer, scheduled appointments, and escalated complaints for quality control.

Telemarketing Lead Generation Appointment Scheduling

Regional Manager Support

Jubilee Insurance

Sep 2015 - Aug 2016 (11 months)

Supported the Regional Manager by reading and responding to emails, preparing correspondence, and reminding about tasks and deadlines. Managed databases and filing systems, screened incoming calls, and assisted with research and report writing for regional projects.

Office Administration Database Management Phone Call Screening Research Report Writing

Bookshop Sales & Data Entry

Mainstream Bookshop

Mar 2015 - Aug 2015 (5 months)

Entered book data into the website and uploaded product images to support online shopping. Handled cash/cheque payments, issued receipts and refunds/credits, reconciled cash drawers, and supported customer service by resolving complaints and answering questions.

POS Cash Handling Customer Service

Field Analyst & IT Support

County Government of Kisumu

May 2014 - Jan 2015 (8 months)

Conducted field analysis and wrote reports for departmental activities. Performed Excel data entry for the Single Business Permit (SBP) department and carried out hardware/software maintenance, basic networking, and revenue collection and analysis.

Field Data Collection Report Writing Data Entry Networking Revenue Collection Data Analysis