Karen Rivera
Los Angeles
Summary
Compassionate customer service agent experienced in case management. Skilled in developing feasible care plans and utilizing different platforms to connect clients to resources. Bilingual communicator with expertise in documentation and reporting, dedicated to improving service delivery and client outcomes.
Overview
2
2
years of professional experience
Work History
Housing Care Manager
St. John's Community Health
Gardena
11.2025 - Current
- Guided homeless or at-risk individuals in housing navigation and tenancy services to secure stable living conditions.
- Advocated for clients in negotiations with landlords and housing agencies to ensure fair treatment and access to housing.
- Assist clients in locating adequate and affordable housing based on their income
- Develop personalized housing care plans meant to target patient rental arrears
- Conduct regular in-person visits (clinic or home) to provide hands-on assistance with housing applications and provide resources
- Update care plans, budget plans, and patient information periodically according to established workflows
- Partnered with community organizations to expand resources and enhance service delivery for clients in need.
- Provide referrals to in-network programs, ECM, RISE, Legal Services, and other community housing programs
- Document services and collected required data for evaluation.
- Attend monthly webinars with patient health insurance plan to remain informed regarding health plan changes
Customer Service Agent
Fedex Express
Hawthorne
05.2024 - 10.2025
- Utilize Microsoft Excel to generate reports to monitor daily operations.
- Create and process domestic and international shipments using the POS system.
- Handle and collect paperwork for international packages.
- Resolve customer-related issues concerning incorrect addresses, delivery instructions, and locate missing packages.
- Scan, place in bags, and label packages.
- Place location scans, and organize packages.
- Maintain knowledge of FedEx policies and procedures for accurate service delivery.
- Translate for coworkers assisting Spanish-speaking customers, and vice versa.
- Familiar with abbreviated terms such as cx, lvm, adv, and rcpt, for concise documentation.
- Create reports detailing customer interactions for management review.
Veterinary Assistant
Downey Veterinary Hospital
Downey
08.2025 - 08.2025
- Utilized SOAP to conduct an intake on the patient's medical history.
- Animal restraint for IV catheterization, physical examination, and vaccines (lateral, cephalic, jugular).
- Administer treatments such as subcutaneous vaccines, fluids, ear medication, and flea medication.
- Cared for animals in post-operative recovery by closely monitoring vital signs and progress
- Released patients to owners with care directions from veterinary staff
Education
Veterinary Assistant
California Healing Arts College
Carson, CA04-2025
High School Diploma -
Alliance Judy Ivie Burton Technology
Los Angeles, CA06-2023
Skills
- Housing navigation
- Housing support
- Case management
- Client advocacy
- Case documentation
- Documentation
- Database research
- Microsoft Excel
- HMIS
- Outlook, Teams
- Processing shipments (POS system)
- Delivery tracking
- Telephone communication
- Multitasking
- Conflict resolution
- Bilingual (English, Spanish)
- Cultural awareness
Accomplishments
- Clothing Donation Drive for the Homeless (2023)
- Completion of 240 hours of Externship at Downey Veterinary Hospital May-April 2025
- CPR Certification
- Successfully assisted clients receive move in assistance
Timeline
Housing Care Manager
St. John's Community Health
11.2025 - Current
Veterinary Assistant
Downey Veterinary Hospital
08.2025 - 08.2025
Customer Service Agent
Fedex Express
05.2024 - 10.2025
Veterinary Assistant
California Healing Arts College
High School Diploma -
Alliance Judy Ivie Burton Technology