Khrystal Rivera

A detail-oriented and adaptable professional with over 10 years of customer service experience, including remote roles requiring high levels of independence, time management, and digital proficiency. Skilled in handling sensitive information, resolving complex account issues, and maintaining accurate records in fast-paced environments. Currently pursuing a nursing degree, demonstrating a strong commitment to precision, confidentiality, and care.

Seeking to transition into a data audit or back-office role where analytical skills, attention to detail, and process integrity are valued. Known for reliability, discretion, and a strong work ethic in both team-based and autonomous settings. Authorized to work in the US for any employer.

Collections Agent - IQor/ National Grid-NY - New York

(2025-05)

• Handle incoming calls from residential and commercial customers regarding past-due accounts
• Review account details and billing history to assist customers in understanding their balances
• Provide clear explanations of payment options, due dates, and potential consequences of non-payment
• Set up and manage payment arrangements based on company guidelines and customer eligibility
• Guide customers through available financial assistance programs and refer them to appropriate resources
• Document all customer interactions accurately and thoroughly in the system
• Maintain professionalism and empathy during sensitive conversations about financial hardship
• Resolve billing disputes or escalate complex issues to appropriate departments
• Ensure compliance with company policies and federal regulations, including FDCPA
• Collaborate with internal teams to support customer resolution and account updates
• Monitor and follow up on accounts flagged for further review or special handling
• Stay informed about updates to policies, procedures, and system tools relevant to collections
• Consistently adhered to work schedule and deadlines, demonstrating strong time management and punctuality in a remote environment

Medical Transportation Customer Service Representatives (Remote) - CPS Recruitment: MAS Transportation-Remote - Remote

(2024-02 - 2024-10)

• Answer incoming calls and respond to emails and chat messages promptly
• Schedule transportation services based on patient needs and availability
• Communicate effectively with patients, healthcare providers, and transportation staff
• Resolve any issues or complaints related to transportation services
• Keep detailed records of all customer interactions and transportation schedules
• Stay updated on company policies and procedures

Shift Lead - Madison Reed-New York State - New York State

(2022-03 - 2024-05)

• Demonstrated professionalism in every interaction with clients and staff
• Managed challenging situations as they arise
• Support team with but not limited to, consultations, appointments, operational flow, lunches and breaks to ensure accountability and timeliness
• Supported General Manager through communication of potential areas of opportunity related to staff and operations
• Opened and closed activities in partnership with staff as a designated key holder
• Maintained cleanliness
• Restocking of product & supplies, while ensuring checklists are completed in compliance with all safety and regulatory guidelines
• Assisted in Management of client scheduling, respond to phone inquiries and emails in a timely and professional manor

Supervisor of Customer Service - Happy Home Appliance Repair-NY - New York

(2017-06 - 2022-02)

• Corresponded and Followed up with Clients Via Phone, Text message and Email
• Assessed and Resolved clients questions and concerns via Phone, Text message and Email
• Created customized Certificates of Insurance as well as Signed agreement documents, and Expedited them to clients in a timely manner
• Booked new and Existing VIP clients for Diagnostic, Recall, and Return appointments
• Set up Net 30 accounts with Building coordinators, Contractors, and Management companies
• Trained and supervised new up in coming team members
• Delegated specific tasks and monitored task completion
• Ordered and replenished office supplies
• Organized and updated clients accounts and explained Estimates and Invoices in detail
• Collected and Processed payment for outstanding balances Via Cash, Check and Credit/Debit
• Cashier and Customer Service

Associates - Pre-Nursing - CUNY Borough of Manhattan Community College (2024-09)

High school diploma or GED - Upper secondary education - Uasbyw

Licensed - Cosmetology - Empire Beauty School-Manhattan-22 w 34th st