Bennett Fuqua Email & Phone Number

– Manage projects building new inbound and outbound interfaces, connecting our application to client facilities or partner vendors, including ADT, MDM, SIU, and diagnosis feeds as well as billing interfaces. – Serve as team lead for Integrations department staff and primary backup for department director. – Completed first MDM interfaces with pilot groups on behalf of the company, launching use of Charge Note Reconciliation functionality within the application. – Investigate and troubleshoot integrations-related cases submitted through customer support, working with other team members and other departments as necessary, to resolve client issues in a thorough and satisfying manner. – Develop filters and transformers to perform modifications to inbound interfaces and feeds using C# and JavaScript where applicable.

– Led projects to implement and integrate organization’s new survey and the contact center tools for the support department with our Salesforce instance in Q1 of 2019. – Supported approximately 230 internal users of our Salesforce instance by finding creative solutions to change requests, completing maintenance items as necessary, and working with team members to troubleshoot and resolve platform issues.

– Managed the Tier 2 Technical Support team, helping lead the team to decrease the support ticket backlog by 50%. – Spearheaded the project to launch the Salesforce Community customer portal, making support and knowledge articles more accessible to Ingenious Med administrative level users.– Served as an escalation point for support cases, contributing senior level product knowledge and support team assistance.

Atlanta, Ga

– Led implementation of new contact center management tool deployed in Q1 of 2017.– Led testing and implementation of department tools such as Quip and case documentation scorecards designed to improve efficiency, communication, and quality within the department. – Defined and monitored the key performance indicators for the product support team, developing and maintaining Salesforce reports and dashboards to provide to the department head and C-Suite on demand. – Served as primary administrator of the support team’s contact center tool, generating CSAT reports, managing user accounts, and coordinating with vendor support.

Greater Atlanta Area

– Resolved cases provided by our customer base through product knowledge, research, SQL queries, collaboration, and inter-departmental communication.– Led the Tier II team in helping decrease the Customer Support department’s overall case backlog by over 65% in 2016.

Douglasville, Ga

– Instructed approximately 180 students annually in grades 9-12 in courses on algebra, geometry, trigonometry, and calculus concepts including Advanced Placement and Gifted courses.– Recruited to teach in the prestigious International Baccalaureate Programme.– Implemented various technologies in the classroom including interactive whiteboards and student response systems.– Assistant Varsity baseball coach, 3 seasons. Head Junior Varsity baseball coach, 1 season.

Savannah, Ga

– Supported over 300 local and remote users in a corporate environment on Windows-based desktops and laptops.– Planned and led efforts in the Savannah office to migrate all local and remote users to the new corporate standard of hardware and system requirements.– Assisted teams in Dulles, Virginia, and Mountain View, California, with Windows system migration.– Implemented inventory protocols for corporate computer assets.

Master'S Degree, Master Of Divinity

Bachelor'S Degree, Information Systems And Marketing

Activities and Societies: Fellowship of Christian Athletes Baptist Student Union