Elizabeth Lawrence

Coordinated and hosted 15 state and county-wide events, bringing together 12 organizations to provide utility assistance programs, resulting in over 10,000 customers receiving aid. Hired, supervised, trained, and managed 5-12 direct reports and cross-functional team members, overseeing employee performance and onboarding.

Led NJBPU’s first Energy Assistance Day statewide, organizing awareness across all counties and compiling data for over 10,000 participants. Managed, trained, and onboarded 3+ in-office staff and 7+ vendors at outreach events, partnering with 14+ government agencies to assist residents with energy assistance applications.

Served as the main point of contact for all email inquiries from the public, managing customer correspondence and building outreach contacts statewide. Assisted in reviewing programs and activities, evaluating their administration, objectives, and efficiency.

Served as point of contact for customer inquiries by correspondence, telephone, or in-person, providing information on assistance programs and maintaining accuracy. Escalated issues to utility companies, evaluated responses, and took appropriate actions.

Served as the point of contact for customer inquiries via correspondence, telephone, or in person, providing information on BPU assistance programs. Uploaded complaint information into INFO SHARE and escalated complaints to utility companies, evaluating responses and actioning appropriate solutions.

Served as point of contact for customer inquiries by correspondence, telephone, or in-person, providing information on assistance programs and maintaining accuracy. Escalated issues to utility companies, evaluated responses, and took appropriate actions.

Analyzed and compiled data on utility programs for over 10,000 participants and attendees for outreach events. Provided analysis of customer service issues and prepared data requests and reviews of utility responses.

Supported inspectors with building codes in accordance with DCA policies and procedures. Conducted field visits to inspect buildings to ensure the safety of residents and adherence to regulation standards.

Met with customers to determine their needs and recommend appropriate loan products to help meet their goals. Documented accounts completely and accurately for every point of contact, navigating efficiently between systems to provide optimal care.

Enrolled families in the New Jersey Family Care benefits program, providing information on benefits, costs, and participating physician locations. Answered an average of 100+ customer calls daily, providing consultation on applications and HMO selection.

Provided direct support to the Provost Clerk, handling all incoming telephone calls and assisting visitors. Maintained information files, processed paperwork, and provided administrative/secretarial support for the department/division.

Managed a call center queue of 100+ customers per day across four application lines with inquiries regarding test results status, registration, and scores. Entered data into Access, IDMS, and web databases, including SAT filings.

Completed a Bachelor of Arts in Communications. The program focused on developing strong communication skills applicable to various professional settings.