Evans Chi

I am a Customer Support Operations & Escalation Specialist with over six years of experience managing high-volume, multi-channel support across distributed teams. I focus on structuring CRM systems, organizing ticket workflows, and improving escalation clarity to maintain operational consistency as companies scale.

In recent roles I managed 30–60 daily customer conversations across chat, email, and phone while ensuring accurate ticket documentation and SLA monitoring. I built Zapier automations that reduced repetitive manual data entry and improved internal notification routing.

I have hands-on experience with Zendesk, HubSpot, Freshdesk, Intercom, and Zapier, and I contribute regularly to knowledge base content and SOP development to align responses and reduce resolution time. I also identify and resolve workflow bottlenecks that cause response delays.

I bring practical process-focused leadership in ticket categorization, escalation routing, CRM data structuring, and cross-team communication to improve customer outcomes and internal efficiency.