VERONICA NAIN G
Calgary,AB
Summary
Detail-oriented professional with strong customer service skills. Experienced in managing inquiries, troubleshooting issues, and ensuring customer satisfaction. Ready to contribute to team success and enhance service delivery.
Overview
11
11
years of professional experience
Work History
Customer Service Case Analyst
HCL Technologies
02.2024 - Current
- Supported senior analysts in preparing reports and presentations on cases.
- Assisted in inventory management and maintained stock levels for operations.
- Provided customer service by responding to inquiries, resolving complaints, and addressing issues in a timely manner.
- Answered telephones, directed calls, and took messages.
- Reviewed files, records and other documents to obtain information or respond to requests.
- Communicated with customers, employees and vendors to answer questions and address complaints.
- Sorted and distributed incoming mail, dispersing to appropriate departments and personnel.
Customer Service Representative
Kelly Connect
Calgary, Alberta
04.2019 - 03.2024
- Answer Incoming Support Calls
Handle inbound customer calls professionally and within service level targets. - Identify & Diagnose Gadget Issues
Troubleshoot smartphones, tablets, routers, laptops, or other consumer devices by asking structured diagnostic questions. - Guide Customers Through Step-by-Step Solutions
Provide clear instructions for resetting devices, updating software, adjusting settings, or performing basic repairs. - Remote Troubleshooting Assistance
Walk customers through remote checks such as connectivity tests, app troubleshooting, or system resets. - Create & Manage Support Cases
Log detailed cases in the CRM system, including customer information, device model, issue description, and troubleshooting steps taken. - Escalate Unresolved Issues
Forward complex or hardware-related faults to Level 2 support, repair centers, or warranty teams. - Verify Warranty & Service Eligibility
Check product serial numbers, warranty status, and service coverage before arranging further assistance. - Coordinate Repairs or Replacements
Arrange device collection, service appointments, or replacement processing when necessary. - Maintain Accurate Documentation
Update case notes clearly to ensure seamless follow-up and team collaboration. - Deliver High-Quality Customer Service
Maintain empathy, professionalism, and customer satisfaction while meeting KPIs such as call handling time and resolution rate.
Customer Support Specialist
Superior Propain
Calgary, Alberta
07.2015 - 03.2019
- Answer Inbound Customer Calls
Handle calls related to propane refills, deliveries, billing inquiries, and service requests. - Schedule Propane Refills & Deliveries
Arrange refill appointments based on customer usage, tank levels, and delivery routes. - Monitor Tank Levels & Usage
Check customer account information and propane consumption history to prevent run-outs. - Create Service Work Orders
Generate service tickets for technicians to inspect propane flow issues or equipment malfunctions at residences. - Troubleshoot Basic Propane Flow Issues
Guide customers through basic safety checks (e.g., confirming valve position or pilot light status) before dispatching a technician. - Dispatch Field Technicians
Coordinate with field service teams to schedule home visits for propane flow checks, leaks, or system maintenance. - Verify Account & Billing Information
Assist customers with payment processing, account updates, and invoice explanations. - Provide Safety Guidance
Educate customers on propane safety procedures and emergency steps if they suspect a leak or system failure. - Document Customer Interactions
Accurately log call details, service notes, and follow-up actions in the CRM system. - Ensure Customer Satisfaction
Resolve concerns professionally, follow up on open cases, and meet service KPIs such as response time and first-call resolution.
Education
GED -
CDI College
Calgary, AB12-2022
Associate of Arts - Marketing
INSTITUTE UNIVERSITAIRE DE GOLF DE GUINEE
DOUALA09-2009
GED -
Bay River College
Calgary, ABSkills
- Data analysis
- Case documentation
- Inventory management
- Technical support
- CRM management
- Customer relationship management
Languages
English
Professional
French
Professional
Timeline
Customer Service Case Analyst
HCL Technologies
02.2024 - Current
Customer Service Representative
Kelly Connect
04.2019 - 03.2024
Customer Support Specialist
Superior Propain
07.2015 - 03.2019
GED -
CDI College
Associate of Arts - Marketing
INSTITUTE UNIVERSITAIRE DE GOLF DE GUINEE
GED -
Bay River College