Marcus Watson Email & Phone Number

Plano, Texas

Mortgage technology - Account management• System Subject matter expert of product and pricing engine paired with several loan origination systems such as Encompass, Byte, and Mortgagebot. • Responsible for testing modifications and new features to ensure that they meet defined requirements.• Work with system users and clients to further define future enhancements and develop their asks into cases and stories for future releases. • Participate in testing for new features and responsible as SME upon roll out• Work with clients to identify opportunities or needs using Optimal Blue’s technology and software can help grow their business and solve for issues• Implement and train new clients on how to use the system and to better tailor their software to meet the business needs.• Work with other teams to identify possible functionality errors and develop possible enhancements to correct.

Plano, Tx

• Define and document business functions and processes.• System SME for BKFS Empower, and Salesforce with experience in testing and UAT and PAT support.• Responsible for articulating to the business complex system ailments, assessment of overall issue, and possible root cause. • Supports the departmental end-users (data analyst, developers, operations)• Identifies opportunities for improving business process. Continuously monitored and validated existing process, updating as appropriate to meet changing business needs and requirements.• Continuously monitored and validated existing process, updating as appropriate to meet changing business needs and requirements.• Lead and document procedures for testing QA, UAT validations, system releases, and production validations. • Drove business process management for mortgage sales support division by coaching, training and assessing Visual Management, Daily Huddles, Scorecards, Process Improvements, and Lean. • Proactively developed a mobile support team to assess, manage and resolve operational process and system issues across multiple sites. • Acts as a business champion during system development and deployment. As the system SME for the business I identified, reported and drove the solution process for key issues ailing the users often before the users ever experienced problems.• Responsible for documentation of UAT testing plans for validation along with production release verification testing.

Plano, Tx

• Trained quarterly branch partners, including Market Managers, Personal Bankers and Tellers. Worked closely with Small Business and Commercial Partners. • Increased sales by running meetings and huddles and identifying how to uncover mortgage, small business and cross sell opportunities. • Provided an exceptional customer experience and remained well versed in all bank products and services, ensuring relationship building opportunities. Maintained an NPS score of 50 with our customer surveys.• Consistently offered exceptional customer service as well as assistance in product selection and loan structuring.•Provided an exceptional customer experience and remained well versed in all bank products and services, ensuring relationship building opportunities.•Consistently offered exceptional customer service as well as assistance in product selection and loan structuring.

Dallas/Fort Worth Area

• Ordered and maintained inventory levels ranging from 5,000 to 10,000 units for six companies. • Launched 3-5 new products into the marketplace annually that replaced existing product increasing overall route sales to 10%. • Analyzed competitive product offerings with emphasis in features and benefits as well as prices. • Increased sales by selling extra displays and WOW features to customers showing a lift of 20-30%. • Skilled at handling customer complaints in varying topics including product availability, off scheduled delivery requests, and minimum order adherence.• Grew total carbonated and diet beverage category 23% in 2009.• Sold a Digital media package resulting in $15MM incremental customer impressions.• Successfully renewed a multi-year contract that increased net operating profit before taxes by 27.7% in 2008. • Analyzed competitive product offerings with emphasis in features and benefits as well as price points. • Increased sales by selling in extra displays and WOW features to customers• Identified customer sales opportunities and executed promotions, placed equipment, and sold sufficient products to address the opportunities• Skilled at handling customer complaints in varying topics including product availability, off scheduled delivery requests, and minimum order adherence.• Grew total carbonated and diet beverage category 23% in 2009.• Sold a Digital media package resulting in $15MM incremental customer impressions.• Successfully renewed a multi-year contract that increased net operating profit before taxes by 27.7% in 2008.

• Created and executed detailed timelines to ensure all tasks were completed in a timely and thorough manner. • Communicated with internal teams such as sales, customer service, accounting, IT, and marketing to ensure understanding of business rules and best practices to fulfill client expectations and provide seamless service.• Developed marketing strategies that promoted client’s programs.• Demonstrated proven strategies to promote event growth by identifying key areas that facilitated the potential to increase revenue.

• Dedicated to helping small businesses run their operations, eliminate administrative tasks and shift their focus to growing their business by providing the right software.• Developed a proficiency and knowledge of Daceasy products with the ability to clearly communicate appropriate recommendations to address customer need.• Delivered high-quality customer experiences by applying sound judgment.• Actively used metrics to monitor performance and understand results and drivers, while developing contingency plans to address shortfalls.