Summary
Overview
Work History
Education
Skills
Timeline
Generic

Christopher Lary

Customer Service Representative
Murrieta,CA

Summary

Proven expertise in customer support, demonstrated at Hanson Wade, where I excelled in conflict resolution and leveraged CRM software like Salesforce to enhance customer satisfaction. My analytical skills and professionalism led to a significant improvement in service efficiency, showcasing my ability to manage high volumes of customer requests with patience and a customer-centric approach.

Overview

15
15
years of professional experience

Work History

Customer Care Representative

Hanson Wade
09.2017 - 01.2025
  • Served as the first point of contact for customers, providing expert support through phone, email, and chat.
  • Processed customer orders, modifications, and follow-ups to ensure seamless transactions.
  • Resolved customer inquiries and concerns with professionalism, ensuring high satisfaction and retention.
  • Maintained accurate records of customer interactions and transactions using the company’s CRM system.
  • Collaborated with internal teams to address customer issues and improve service efficiency.
  • Followed up on customer issues to ensure timely and effective resolution.

Customer Technical Support Representative

Spectrum
03.2017 - 08.2020
  • Provided technical support for cable, internet, and phone services, troubleshooting connectivity and equipment issues in a fast-paced call center environment.
  • Assisted customers with account management, billing inquiries, service activations, and troubleshooting to ensure seamless connectivity.
  • Diagnosed and resolved complex technical issues by utilizing advanced diagnostic tools and providing step-by-step guidance to customers.
  • Escalated unresolved or advanced technical issues to higher-level support teams when necessary.
  • Identified and recommended service upgrades to customers, contributing to sales growth and customer satisfaction.

Game Support Specialist

Epic Games
Cary , NC
03.2010 - 02.2017
  • Provided expert-level customer support for Fortnite, addressing player issues related to gameplay, competitive events, crossover events, and in-game experiences.
  • Maintained and improved support documentation, including FAQs, macros, training materials, and troubleshooting guides.
  • Monitored and analyzed player support trends, reporting on emerging issues, player feedback, and overall support performance.
  • Collaborated with Epic Product teams to stay updated on new features, updates, and events, ensuring accurate and timely player support.
  • Assisted in the development of training materials and processes to enhance the efficiency of the customer support team.

Education

Associate of Science - Computer Science

Louisburg College
Louisburg, NC
05.2001 -

Skills

Live Chat & Email Support Tools (Intercom, Drift, Outlook, Gmail)

CRM Software Experience (Salesforce, Zendesk, HubSpot, Freshdesk)

Conflict Resolution & De-escalation

Analytical Thinking (identifying patterns in customer complaints)

Handling High Volume of Customer Requests Efficiently

Sales & Upselling (when applicable)

Customer-Centric Mindset

Patience & Professionalism

Timeline

Customer Care Representative

Hanson Wade
09.2017 - 01.2025

Customer Technical Support Representative

Spectrum
03.2017 - 08.2020

Game Support Specialist

Epic Games
03.2010 - 02.2017

Associate of Science - Computer Science

Louisburg College
05.2001 -

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Christopher LaryCustomer Service Representative