Trina Marcum
Somerset,Kentucky
Summary
I am interested in advancing my personal career and advancing job positions within Finalsite. I'm seeking challenging employment I enjoy, that will provide financial security for myself and my family.
Overview
20
20
years of professional experience
Work History
Senior Product Support Analyst
Finalsite
09.2022 - Current
- Analyzed customer inquiries to provide timely resolutions and enhance user experience.
- Collaborated with cross-functional teams to identify product enhancements and address client needs.
- Developed training materials and conducted sessions for new team members on product features.
- Managed support ticketing system to prioritize and resolve technical issues efficiently.
- Provided feedback on product functionality based on user experiences, influencing future development strategies.
- Mentored new team members, fostering a culture of continuous learning and development within the department.
- Provided exceptional customer service, addressing concerns promptly and accurately.
- Performed troubleshooting and tested customer issues via phone, email, and remote assistance software.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes.
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
- Participated in product testing phases, ensuring optimal functionality prior to release dates.
- Reduced support tickets by providing comprehensive training materials and user documentation.
Customer Service Representative
Blackboard Inc.
07.2017 - 08.2022
- I worked as a customer service representative with Blackboard, working on the Help Desk Gold team since October 2019. During the time I worked at Blackboard, I successfully worked on three different contracts for major customers in the education industry. I have worked with the Cengage publisher contract, K12 and Blackboard Helpdesk Gold team. I provided inbound technical support to a large pool of colleges and institutions. This included support for inbound Blackboard Connect 5 customers. I executed outbound calling for K12 using Salesforce following up on potential customer leads. I used multiple systems and software programs daily. With inbound call support, I followed a prescribed list of knowledge bases unique to each institution. I take received calls, followed a call flow, evaluated the support needed. I provided support as appropriate. I would refer the customer as needed to escalated levels of support. My primary focus was resolving the needs of the customer. I documented all calls creating a case using Service Desk and Salesforce. I made outbound calls as needed to follow up with customers.
Staff Services Analyst II
County of Del Norte
10.2005 - 12.2015
- I was a Program Analyst for the County of Del Norte working with the Social Services Adult Services Programs. I performed analytical duties involving mid-level administrative and program analytical work reporting directly to the Program Manager. This included the development and administration of the quality assurance evaluation program approved by the State annually. I monitored cases for overall quality, for key quality and improvement measures. I tracked the data from the reviews, reported findings to management and monitored compliance with the review findings. I was responsible for planning and monitoring the annual training and Civil Rights agency compliance plan, coordinating training throughout the year for the County and completing and submitting other State program plans required each year. During this time, I worked independently in my day-to-day duties organizing and prioritizing my daily work using various software and hardware systems.
Education
No Degree - Travel Marketing
Los Medanos College
Pittsburg, CANo Degree - General Studies
Somerset Community College
Somerset, KYSkills
- Remote support
- Telephone support
- Hardware troubleshooting
- Records review
- Schedule coordination
- Web technologies
- Issue reporting
- Cross-functional collaboration
- Ticketing systems
- Operating systems
- SLA management
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Microsoft windows and office
- Reliability
- Excellent communication
- Organizational skills
- Team collaboration
- Effective communication
- Active listening
- Adaptability and flexibility
- Relationship building
- Help desk support
- Friendly and patient
- Task prioritization
- Self motivation
- Technical troubleshooting
- Analytical thinking
- Interpersonal skills
- Customer service expert
- Customer communication and empathy
- Time management abilities
- Continuous improvement
- Adaptability
- Customer needs assessment
- Application support
- CRM software
- Multitasking
- Professionalism
- Quality assurance
- Issue and resolution tracking
- Desktop support
- Highly professional
Timeline
Senior Product Support Analyst
Finalsite
09.2022 - Current
Customer Service Representative
Blackboard Inc.
07.2017 - 08.2022
Staff Services Analyst II
County of Del Norte
10.2005 - 12.2015
No Degree - Travel Marketing
Los Medanos College
No Degree - General Studies
Somerset Community College
Communication
I worked for the County of Del Norte for a total of 25 years. I began work for Blackboard due to a geographical relocation. I promoted in my job at Blackboard and my product, Connect. was purchased by Finalsite. I have been in this position since the acquisition in September 2022. I am interested in expanding my knowledge and career with Finalsite.