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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