MARC LAWRENCE
Parkland
Summary
Customer-focused financial and retail professional with 4+ years of consultative customer support experience in fast-paced, metric-driven environments. Proven ability to assess customer needs, manage sensitive financial information, resolve issues on first contact, and build trust through empathy and clear communication. Strong background in credit-related discussions, negotiation, compliance, and performance excellence. Adept at navigating multiple systems while meeting strict service, quality, and regulatory standards.
Overview
7
7
years of professional experience
Work History
Specialist
Apple Inc.
Fort Lauderdale
06.2022 - 12.2025
- Deliver high-quality consultative support to customers in a fast-paced environment, identifying needs and recommending tailored solutions while reinforcing brand trust and long-term relationships.
- Increased Net Promoter Score (NPS) from 83 to 91 quarter-over-quarter through effective needs analysis, expectation-setting, and customer education.
- Conduct detailed consultations to understand customer intent, resolve concerns, and manage objections while maintaining professionalism and empathy.
- Navigate multiple systems simultaneously to document interactions accurately and securely, ensuring compliance with data privacy standards.
- Maintain composure and performance excellence while managing a steady flow of diverse customer interactions.
- Collaborate with team members to meet service level expectations, operational goals, and customer satisfaction benchmarks.
- Participated in Diversity Network Association initiatives, strengthening communication skills and inclusive customer engagement.
Mortgage Loan Advisor
Freedom Mortgage
Deerfield Beach
10.2020 - 08.2021
- Managed a high volume of client relationships throughout the loan lifecycle, from application through closing, while balancing risk considerations and customer expectations.
- Consulted with clients to assess financial profiles, credit readiness, and borrowing capacity to determine appropriate loan solutions.
- Analyzed financial documentation (income, assets, credit information) to ensure accuracy, completeness, and compliance with lending requirements.
- Negotiated solutions and resolved discrepancies between applicants and lenders to keep applications moving toward resolution.
- Educated clients on loan products, credit implications, and financial obligations, reinforcing transparency and trust.
- Maintained strict adherence to compliance, confidentiality, and regulatory standards when handling sensitive customer information.
- Supported team performance by sharing best practices on de-escalation, rapport building, and effective client communication.
Mobile Expert
T-Mobile
Boca Raton
08.2018 - 07.2020
- Provided consultative support to customers by identifying needs, explaining contract terms, and recommending appropriate products and service plans.
- Handled customer contracts, billing questions, payments, and credit card transactions with accuracy and integrity.
- Resolved customer issues by identifying root causes and delivering solutions aimed at first-contact resolution.
- Adapted communication style to meet diverse customer needs while managing performance goals and sales metrics.
- Conducted follow-up calls to ensure customer satisfaction and reinforce long-term relationships.
- Assisted leadership with inventory management, cash reconciliation, scheduling, and daily operational objectives.
Education
Bachelor of Business Administration -
Florida International University
Miami, FL12.2019
Skills
- Interpersonal communication
- Leadership
- Conflict resolution
- Motivation
- Delegating
- Organization
- Time management
- Quick learning capabilities
- Ability to work under pressure
- Proficient in Microsoft Word
- Proficient in Excel
- Proficient in PowerPoint
Timeline
Specialist
Apple Inc.
06.2022 - 12.2025
Mortgage Loan Advisor
Freedom Mortgage
10.2020 - 08.2021
Mobile Expert
T-Mobile
08.2018 - 07.2020
Bachelor of Business Administration -
Florida International University