Marilyn Bynum
Gastonia,NC
Summary
Empathetic and solutions-driven Technical Support Specialist with 10+ years of experience delivering customer-first support in fast-paced, digital-first environments. Proven track record of troubleshooting technical issues, resolving complex customer problems across platforms, and advocating for user needs through proactive collaboration with Product, Engineering, and Marketing teams. Adept at working autonomously in remote settings, managing high volumes of tickets, and documenting insights to drive continuous improvement. Passionate about helping customers succeed through thoughtful, responsive, and human-centered support.
Overview
14
14
years of professional experience
Work History
Technical Support Specialist
WHOOP
11.2020 - Current
- Delivered high-volume support via email and ticketing platforms (Zendesk, Salesforce) while maintaining top CSAT scores.
- Diagnosed hardware and software issues across multiple devices and operating systems (iOS, Android, Mac, Windows).
- Collaborated with Product and Engineering to escalate bugs, document feature requests, and ensure customer voice was represented.
- Created onboarding and education strategies to improve customer retention and reduce support contact rate.
- Led continuous improvement efforts through documentation and user feedback analysis, improving internal workflows.
- Supported over 250+ users/month while maintaining accuracy, empathy, and clarity in communication.
Real Estate Broker & Project Manager (Independent)
Keller Williams Ballantyne
Charlotte, NC
01.2014 - Current
- Built scalable, customer-centric systems for documentation, scheduling, and communication to reduce onboarding friction.
- Managed multi-party stakeholder relationships and translated complex legal/financial concepts into clear action plans.
- Led negotiations, conflict resolution, and rapid problem-solving in high-pressure, deadline-driven environments.
- Balanced autonomy with high accountability, often operating without direct oversight in a remote/client-facing context.
Technical Support Representative II
Convergys
Charlotte, NC
01.2012 - 01.2014
- Provided Tier II technical support across devices, ensuring empathetic and accurate resolution of customer issues.
- Contributed to internal training documentation and identified gaps in support content that improved issue resolution speed.
- Consistently recognized for clear communication, calm under pressure, and the ability to de-escalate frustrated customers.
- Resolved technical issues through effective troubleshooting and problem-solving techniques.
- Provided exceptional customer service via phone, chat, and email support channels.
- Documented solutions in knowledge base to enhance team efficiency and resource accessibility.
- Analyzed customer feedback to identify trends and recommend actionable improvements.
- Mentored junior representatives, fostering a culture of continuous learning and development within the team.
Education
North Carolina Real Estate License -
Superior School of Real Estate
Intro to SaaS Business - undefined
Udemy
Digital Marketing - undefined
U. of Illinois
Public Speaking - undefined
U. of Washington
Notary Commission - undefined
12.2026
Skills
- SaaS Technical Support
- Email Support
- Chat Support
- Ticket-Based Support
- Troubleshooting
- Knowledge Base Development
- Jira
- Zendesk
- Salesforce
- Cross-Functional Collaboration
- Product & Feature Feedback
- Empathy-Driven Communication
- Workflow Optimization
- Asynchronous Teaming
- Documentation
- Technical troubleshooting
- Remote support
Websites
Education And Certifications
- North Carolina Real Estate License – Superior School of Real Estate
- Intro to SaaS Business (Udemy)
- Digital Marketing (U. of Illinois)
- Public Speaking (U. of Washington)
- Notary Commission, NC (Active through 2026)
Timeline
Technical Support Specialist
WHOOP
11.2020 - Current
Real Estate Broker & Project Manager (Independent)
Keller Williams Ballantyne
01.2014 - Current
Technical Support Representative II
Convergys
01.2012 - 01.2014
Intro to SaaS Business - undefined
Udemy
Digital Marketing - undefined
U. of Illinois
Public Speaking - undefined
U. of Washington
Notary Commission - undefined
North Carolina Real Estate License -
Superior School of Real Estate
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