Kelly Hard
Burnaby,BC
Summary
To provide quality service as a Customer Service Representative
Overview
22
22
years of professional experience
Work History
Monitoring Station Specialist
ACME/Telus Security
Vancouver, BC
03.2015 - 02.2026
- Making outbound calls to clients regarding their safety and well-being, as well as to notify them of any issues with their security system
- Answering inbound calls from clients regarding their alarm systems, answering any questions or requests to the best of my ability
- Dispatching agencies such as Police, Ambulance, Fire department, and Guard Service when necessary
- Checking cameras for video alarm clients to ensure their properties are safe after an alarm event is received.
- Answering a question line to assist other operators in the treatment of their alarms
- Assisting customers in escalating situations that require a Manager's response
- Submit actions to other departments to ensure customer information and procedures are up to date.
- Helping customers with basic technical assistance during the hours that they are unable to reach the Technical Service dept
Monitoring Station Operator
Reliance Protectron, Vancouver,BC
Vancouver, BC
08.2010 - 03.2015
- Making outbound calls to clients regarding their safety and well-being, as well as to notify them of any issues with their security system
- Answering inbound calls from clients regarding their alarm systems, answering any questions or requests to the best of my ability
- Dispatching agencies such as Police, Ambulance, Fire department, and Guard Service when necessary
- Helping new operators learn the processes we use to treat the alarm signals received from clients
Customer Service Representative
ACS, Prince George, BC
Prince George, BC
04.2008 - 06.2009
- Answered inbound calls, provided customers with account and services information
- Activated cell phone lines
- Ran customer credit applications
- Ensured customers received courteous and professional service
Customer Service Representative
PCO Services, Burnaby, BC
Burnaby, BC
08.2007 - 03.2008
- Answering phones, booking technician appointments, provided basic pest control information
- Assisted customers with purchasing over the counter products
- Cashed out tills, prepared bank deposits twice a week
- General office duties included answering phones, data entry, maintaining filing systems
Sales Support/Order Verification Representative
NCO Group, Surrey, BC
Surrey, BC
01.2004 - 05.2006
- Tracked order status for customers, checked shipping details, and estimated time of delivery.
- Resolved customer concerns regarding telephone orders and arranged for the replacement of defective products
- Contacted customers to verify and authenticate orders, confirmed client account information to ensure validity, and reduced the processing of fraudulent orders.
Skills
- Collaborative teamwork
- Excel and Google Sheets
- ChatGPT basics
- Canva design basics
- Customer service expertise
- Alarm monitoring proficiency
- Adaptable interpersonal skills
- Instruction adherence
- Self-directed work ethic
Timeline
Monitoring Station Specialist
ACME/Telus Security
03.2015 - 02.2026
Monitoring Station Operator
Reliance Protectron, Vancouver,BC
08.2010 - 03.2015
Customer Service Representative
ACS, Prince George, BC
04.2008 - 06.2009
Customer Service Representative
PCO Services, Burnaby, BC
08.2007 - 03.2008
Sales Support/Order Verification Representative
NCO Group, Surrey, BC
01.2004 - 05.2006