EVAN GALLAGHER

Customer Support Manager

Gaming | Support | Management
LinkedIn • St. Charles, MO

Professional Summary

Customer Support Manager with extensive experience managing onshore and offshore teams, optimizing support operations, and improving workflows. Skilled in KPI tracking, knowledge base development, and resolving escalations to enhance customer experience. Drives cross-functional collaboration and delivers results in high-pressure, client-focused environments, including technical support and esports.

Career Experience

July 2023 - Present Full-time • Remote

Customer Support Manager

PlayStation (Sony Interactive Entertainment)
  • Direct and develop support teams, including offshore staff, overseeing onboarding, training, and ongoing skill development while maintaining comprehensive internal knowledge resources
  • Optimized, tracked, and improved key performance metrics such as resolution times, customer satisfaction, and first-contact resolution by implementing targeted process enhancements
  • Resolve high-level financial escalations, including payment discrepancies and refund inquiries, ensuring timely and satisfactory outcomes for customers
  • Bridge support and development teams, delivering actionable user insights to drive platform improvements and enhance the overall user experience
  • Spearhead customization and automation of multi-channel support platforms, optimizing workflows and ticket management processes to significantly enhance operational efficiency and team productivity
March 2024 - Present Freelance

Professional Photographer/Videographer

shotbysevan
  • Capture high-quality visual content for diverse clients including corporate events, portraits, and commercial projects
  • Edit and deliver professional photo and video content using industry-standard software including Adobe Creative Suite
  • Manage end-to-end client relationships from initial consultation through final delivery, ensuring exceptional customer satisfaction
  • Build and maintain a growing portfolio while developing a strong personal brand across social media platforms
May 2022 - Dec 2023 Full-time • Remote

Game Administrator

Repeat (Sony Interactive Entertainment)
  • Provided timely technical and gameplay support, resolving complex user inquiries to enhance customer satisfaction and retention
  • Created and maintained internal documentation detailing processes, policies, and best practices to support team efficiency and consistency
  • Assisted in QA testing for new features and tournaments, ensuring functionality, usability, and a smooth user experience prior to release
  • Served as a liaison between the user community and technical teams by relaying feedback and reporting bugs
  • Advised cross-functional teams on game-related decisions, providing insights and recommendations to support informed, strategic choices
2021 - 2022 Full-time • Remote

Professional Esports Athlete

Call of Duty: Warzone
  • Achieved top placements in collegiate and professional esports competitions, including a major LAN victory and a second-place finish as a college competitor
  • Balanced rigorous academic coursework with intensive esports training, demonstrating exceptional time management, discipline, and commitment
  • Represented the collegiate esports program at major tournaments and media engagements, showcasing professionalism, communication skills, and competitive excellence
2017 - 2021 Full-time • In Person

Service Writer

Lou Fusz Kia
  • Communicated with clients regarding service updates, repair timelines, and follow-up needs to ensure transparency and satisfaction
  • Prepared detailed work orders by documenting customer complaints, required repairs, and recommended maintenance services
  • Partnered with service managers to prioritize tasks, streamline workflow, and deliver quality outcomes for customers

Work Achievements

65K+
Support Tickets Resolved
93.7%
One-Touch Resolution Rate
4.4hrs
Full Resolution Time
5,200+
Financial Issues Resolved

Workflow Automation & Optimization

Spearheaded customization and automation of multi-channel support platforms, optimizing workflows and ticket management processes to significantly enhance operational efficiency and team productivity

Financial Issue Resolution

Handled complex financial issues, including payment discrepancies and refund inquiries, delivering timely and satisfactory resolutions while maintaining customer trust and confidence

Performance Optimization

Optimized, tracked, and improved key performance metrics including resolution times, customer satisfaction, and first-contact resolution by implementing targeted process enhancements

Current Leadership Impact

2
Teams Managed (Onshore & Offshore)
+0.5
Trustpilot Score Increased (Within 4 Weeks)
4.0+
Projected Score (Within 6 Months)
4.41
Trustpilot Rating Since Takeover

Dual Team Leadership

Currently managing two specialized support teams - one onshore and one offshore - ensuring 24/7 coverage and seamless collaboration across time zones to deliver exceptional customer service globally

Trustpilot Transformation

Leading a comprehensive customer satisfaction initiative that has dramatically improved our Trustpilot rating through enhanced support processes, team training, and proactive customer engagement strategies

Operational Excellence

Implementing data-driven improvements and automation workflows that have accelerated response times while maintaining quality, directly contributing to measurable increases in customer satisfaction scores

Esports Achievements

#1
Nationally Ranked Collegiate Player
Champion
Major LAN Tournament
$1M+
In Prize Pools Competed In
87,063
Twitch Viewership Peak

Competitive Excellence

Achieved #1 national ranking in collegiate Call of Duty and secured championship victory at major LAN tournament, competing against top-tier professional teams

Strategic Leadership

Demonstrated exceptional in-game leadership, strategic planning, and real-time decision making while coordinating with teammates in high-stakes competitive environments

Media & Brand Representation

Featured in media interviews and major gaming expos, serving as brand ambassador and showcasing professionalism while building audience engagement