Abbygail Mwanduka

I’m a customer-focused operations and service leader with 10+ years managing high-volume service environments and multi-client operations across Kenya and international markets (UK, US, Australia). I bring a strong ownership mindset—running day-to-day service delivery, driving performance, and delivering measurable business results in fast-paced settings.

In my current role as Service Desk Manager – Managed Services (Syntura), I manage daily service operations across multiple clients and act as the primary point of contact for escalations, ensuring timely resolution and follow-up. I also support pre-sales engagements and onboarding, aligning service solutions to customer needs and improving conversion opportunities.

I’ve led large service teams and scaled customer operations, including managing ~20 client accounts and about 5,000 tickets per month at CCI Global. I’ve overseen structured service organizations (25 agents and supporting roles), delivered SLA-compliant customer interactions, and coordinated internal efforts to improve issue resolution and overall service outcomes.

My background also runs deep in hands-on support and team leadership: from supervising a service desk team of 15 agents to providing 1st/2nd line IT support, ticket documentation, and user onboarding. I’m passionate about continuous improvement—whether through unified service portal rollouts, workflow streamlining, or coaching teams to strengthen customer experience.