Open to opportunities

Bernard Mwangi

@bernardmwangi

Customer Service Representative with 8+ years resolving complaints and driving loyalty through fast, empathetic, multi-channel support.

United Arab Emirates

Message

What I'm looking for

I’m looking to join ClearConnect Solutions to contribute to a positive customer experience—handling inquiries and complaints with empathy, meeting SLAs, and improving resolution efficiency while strengthening customer satisfaction and loyalty.

I’m a customer service professional with 8+ years of experience handling inquiries, resolving complaints, and improving customer satisfaction. I’m proud of outcomes like a 95% customer satisfaction rating and improving issue resolution efficiency by 30%, while staying consistent, detail-oriented, and focused on brand loyalty.

In my customer service & sales roles, I handled high-volume inbound calls and live chats, managed multi-channel support across phone/email/social media, and ensured SLAs were met. I also strengthen customer experience by identifying needs during service calls, upselling/cross-selling premium products, maintaining accurate records, and translating feedback into actionable improvements for teams.

Experience

Work history, roles, and key accomplishments

Customer Service & Sales Representative

AMS Integrated Solutions

Apr 2020 - Jun 2026 (6 years 2 months)

Handled 100+ daily inbound calls and live chats while meeting SLAs and reducing average handle time by 15%. Managed multi-channel support, identified customer needs, and upsold/cross-sold premium products while maintaining accurate records and supporting guests (including CCTV emergency procedures).

Customer Service Sales Inbound Calls Live Chat SLA Management Upselling Cross Selling Record keeping CCTV Emergency Procedures

Customer Service Host

Paramount Hotel & Resorts

Oct 2018 - Mar 2020 (1 year 5 months)

Provided customer service and hosted guests by answering or referring inquiries and proactively following up to ensure full resolution and collect feedback. Operated telecommunications systems, documented actions and irregularities, and supported team continuity and administrative tasks.

Customer Service Guest Relations Feedback Collection inquiry handling Documentation Team Support

Office Administrator

Expo 2020 Dubai

Jan 2017 - Sep 2018 (1 year 8 months)

Maintained and updated databases of 500+ active client records and compiled daily, weekly, and monthly site reports. Managed calls and correspondence, implemented office policies and digital document management to improve productivity, and performed invoicing and budget tracking.

Database Management Site Reporting (Daily Weekly Monthly)Call Handling Correspondence Document Management Invoicing Budgeting Administrative Support

Receptionist / Lobby Host

Executive Jet Terminal (Al Maktoum Airport)

Jan 2013 - Dec 2016 (3 years 11 months)

Greeted VIP guests and handled reception and guest support by answering questions and addressing concerns. Provided information on flight timing and delays and ensured guests remained satisfied during their stay.

Reception