EVAN
GALLAGHER
65,245 tickets solved • 93.7% one-touch resolution • 4.4hr full resolution time
MONTHLY ACROSS MY TEAMS
SUPPORT MANAGER
Spearhead Zendesk customization and workflow automation. Manage training and development of support teams. Handle complex financial escalations while maintaining top KPIs.
GAME ADMINISTRATOR
Delivered technical support and served as liaison between users and dev teams. Maintained resource libraries and suggested platform improvements based on user insights.
COMPANY-WIDE
3 YEARS STRAIGHT
CALL OF DUTY: WARZONE
Top placements in collegiate & pro tournaments • Media interviews • Major expo representation
SERVICE WRITER
Communicated with clients regarding service updates and timelines. Prepared detailed work orders and partnered with managers to streamline workflow and deliver quality outcomes.
Elite support operations leader driving PlayStation's customer experience excellence. Architect of scalable support systems serving 9.1K+ monthly tickets with industry-leading metrics.
Customer Experience & Trustpilot
Implemented a verified review program that boosted brand credibility and drove measurable reputation gains
Converted detractors into promoters through timely resolution and proactive support
AI & Automation Strategy
Research & Evaluation
Led demos with multiple AI vendors to evaluate automation capabilities
Framework Development
Built comparative framework identifying highest-value opportunities
Workflow Mapping
Partnered cross-functionally to map end-to-end reporting workflows
Implementation
Laid foundation for scalable AI-driven support solutions
Knowledge Base & Self-Service
Expanded Coverage
Revamped and expanded the knowledge base, improving article coverage, accuracy, and overall usability for players
Standardization
Standardized structure, formatting, and tagging across articles, making the knowledge base more consistent and easier to navigate
Ticket Reduction
Expanded coverage with detailed FAQs and troubleshooting guides, reducing repetitive support tickets and empowering more players to self-serve
Version Control
Introduced version control and regular review cycles, ensuring information stayed up to date as titles and platform features evolved
Onboarding & Training
Team Onboarding
Onboarded multiple team members with structured introductions to tools, workflows, and policies — accelerating ramp-up from day one
Documentation Excellence
Designed comprehensive training materials enabling smooth transition to offshore teams
Global Expansion
Successfully coached offshore agents to operate independently