Elizabeth Lawrence
@elizabethlawrence
Program Manager dedicated to community outreach and crisis support.
What I'm looking for
I am an accomplished Program Manager with a strong background in community outreach and crisis support. My experience spans over several years, during which I have successfully coordinated numerous state and county-wide events, bringing together various organizations to provide essential utility assistance programs. My strategic approach has resulted in over 10,000 customers receiving vital support, showcasing my commitment to serving under-resourced communities throughout New Jersey.
Throughout my career, I have demonstrated a passion for developing and implementing outreach activities that empower individuals and families in need. I have a proven track record of leading cross-functional teams, managing performance, and fostering collaboration among diverse stakeholders. My analytical skills enable me to create data-driven strategies that enhance program awareness and increase enrollment, ensuring that those who need assistance can access it efficiently.
Experience
Work history, roles, and key accomplishments
Program Specialist 3, Public Utilities
State of New Jersey – New Jersey Board of Public Utilities
Mar 2024 - Present (1 year 4 months)
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.
Customer Representative 3, Public Utilities
State of New Jersey – New Jersey Board of Public Utilities
Feb 2021 - Present (4 years 5 months)
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.
Agency Service Representative 3
State of New Jersey – Board of Public Utilities
Jan 2019 - Present (6 years 6 months)
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.
Agency Service Representative 1
State of New Jersey – Board of Public Utilities
May 2018 - Present (7 years 2 months)
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.
Agency Service Representative 3
State of New Jersey – New Jersey Board of Public Utilities
Jan 2018 - Present (7 years 6 months)
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.
Agency Representative Service Trainee
State of New Jersey – Board of Public Utilities
Nov 2017 - Present (7 years 8 months)
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.
Administrative Assistant
State of New Jersey – Board of Public Utilities
Feb 2017 - Present (8 years 5 months)
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.
Housing Inspector
State of New Jersey – Department of Community Affairs
Jan 2016 - Present (9 years 6 months)
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.
Loan Agent
MetaSource
Mar 2015 - Present (10 years 4 months)
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.
Health Benefit Coordinator
State of New Jersey – NJ Family Care
Jan 2015 - Present (10 years 6 months)
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.
Administrative Assistant
Mercer County Community College (MCCC)
Jan 2012 - Present (13 years 6 months)
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.
Call Center Representative
Educational Testing Service (ETS)
Mar 2008 - Present (17 years 4 months)
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.
Education
Degrees, certifications, and relevant coursework
Thomas Edison University
Bachelor of Arts, Communications
Completed a Bachelor of Arts in Communications. The program focused on developing strong communication skills applicable to various professional settings.
Availability
Location
Authorized to work in
Job categories
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