Marc Watts Email & Phone Number

Greenville, SC, US

Remote

• As a Technical Support Specialist, I averaged 10 new tickets directly from clients via phone, email, chat and zoom.
• 100% responsible for troubleshooting and resolving each ticket/client interaction during first interaction if possible, escalating only when necessary.
• Resolved and closed over 100 customer support cases per month.
• Responsible working with clients via SharePoint CRM where all tickets are originated and updated until resolved.
• Analyzed and reported on monthly customer activity, business trends, and areas of concern.
• Built client relationships by acting as the liaison between the technical support team and sales teams.

Remote

• Provides excellent mortgage software support to over 5,000 LOS users daily.
• Actively worked 10-15 new tickets per day while working projects with individual business units.
• Works with a team of business analysts and our in-house compliance team to research, evaluate, test and implement Encompass upgrades according to government regulations, guidelines, policies and risk procedures.
• Works with internal business units to design, test and implement Encompass projects focused on increasing business, productivity and customer satisfaction.
• Part of team responsible for creating personas, users, user groups, milestones, eFolder, loan documents, loan programs and loan templates.
• Creates ad-hoc reports that provides Encompass updates and changes and delivers them to the business units and training department for evaluation and discussion.

USA

• Provided excellent mortgage software support to 85 internal users.
• Helped design and implement new Encompass software system upgrade for the company in Q3/Q4 2017.
• Resolves over 75 end user and end customer related cases each month.
• Worked with business units on projects to enhance the efficiency of the Loan Origination Software with a focus on improving functionality and profitability.
• Trains peers and management team on Encompass functionality, system support updates and helps design new implementation plans to deliver improved efficiency and maximize return on our Encompass investment.
• Guaranteed compliance with company policies and procedures by maintaining quality assurance standards.

Charlotte, North Carolina Area

• Responsible for troubleshooting and resolving 15-20 incoming tickets per day during first interaction if possible, escalating with LOS software vendor only when necessary.
• Resolved and closed over 125 customer support cases per month.
• Improved customer experience by overseeing three multi-faceted modular redesign projects on a weekly basis.
• Planned the succession of existing associates at all levels through employee training and mentoring promising associates.
• Trained peers and management team on internal systems and implementation plans.
• Guaranteed compliance with company policies and procedures by holding hourly Associates accountable, maintaining quality assurance standards while developing and implementing plans of action to correct insufficiencies.