Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic
Trisha Furstenberg

Trisha Furstenberg

Covington,GA

Summary

Seasoned IT professional and certified Scrum Master with extensive experience in project management, SaaS technical support, software testing, and process improvement. Skilled in team leadership, training administration, and product support, with a proven record of improving workflows, resolving complex issues, and delivering excellent customer experiences.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Billing Operations Specialist

Intuit – Mailchimp
01.2020 - 01.2025
  • Delivered customer account support, analyzed payment data, and processed refunds/credits.
  • Educated end-users on billing plans and functionality.
  • Identified areas for process improvement, recommending and implementing enhancements.
  • Trained and mentored new analysts, ensuring consistent onboarding and performance.
  • Partnered with internal teams to resolve complex issues and support priority projects.

Product Support Engineer

Mailchimp
01.2018 - 01.2020
  • Provided Tier 1 & 2 support for SaaS products via email and remote assistance.
  • Troubleshot and tested customer issues; documented findings in CRM/case management systems.
  • Recommended product improvements based on client feedback and technical evaluations.
  • Triaged and escalated issues to engineering, providing detailed technical insights.
  • Supported multiple projects simultaneously, contributing to improved support processes.

IT & Administrative Support Specialist

Murphy Medical Center – Erlanger Health System
01.2016 - 01.2017
  • Implemented hardware/software upgrades and resolved enterprise application issues.
  • Managed user credentials and generated reports in the EPIC patient database.
  • Supported leadership through technical and administrative tasks.
  • Assisted with new employee onboarding and provided ad hoc project support.

IT Training & Business Process Improvement Administrator

King Technology
01.2014 - 01.2015
  • Designed, scheduled, and delivered classroom and online training programs.
  • Developed individualized and standardized training plans to improve staff readiness.
  • Evaluated workflows, introducing process improvements that enhanced efficiency.
  • Monitored and reported trainee progress, adapting methods for optimal engagement.
  • Provided application and hardware support as needed.

Education

Bachelor of Arts - Psychology

Augsburg College
Minneapolis

Skills

  • Agile / Scrum Methodologies
  • SaaS / Application Support
  • Technical Support
  • Project Management
  • Business Process Improvement
  • Training & Mentoring
  • Software Testing / QA
  • Database Management
  • Technical Writing & Documentation
  • Tools: Jira, Zendesk, Salesforce, Mailchimp, Confluence, MS Office Suite, EPIC

Accomplishments

  • Improved efficiency by introducing new billing and support processes at Mailchimp, reducing customer escalations and saving team time.
  • Enhanced customer satisfaction through clear communication, technical troubleshooting, and proactive follow-ups, consistently recognized for quality support.
  • Strengthened team performance by mentoring and training new analysts, leading to faster onboarding and improved productivity.
  • Advanced process improvement initiatives as a Training & Business Process Administrator, standardizing training programs and streamlining workflows.

Certification

  • Certified Scrum Master, Scrum.org - March, 2022
  • Certified Business Process Management Professional, Auburn University, May 2015

Timeline

Billing Operations Specialist

Intuit – Mailchimp
01.2020 - 01.2025

Product Support Engineer

Mailchimp
01.2018 - 01.2020

IT & Administrative Support Specialist

Murphy Medical Center – Erlanger Health System
01.2016 - 01.2017

IT Training & Business Process Improvement Administrator

King Technology
01.2014 - 01.2015

Bachelor of Arts - Psychology

Augsburg College

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