Unique Rivers
Unique Rivers is an emerging professional with a strong foundation in customer service and a growing interest in finance. She currently works with Lakeland Electric in a collections-focused role, where she supports customers in managing final bills and navigating sensitive account situations. Her responsibilities extend beyond traditional collections work, as she assists individuals and families during transitional moments such as relocations or the loss of a loved one. By clearly communicating Florida regulations regarding deceased accounts and guiding customers through next steps, she helps ease what can often be a difficult and emotional process.
Unique’s commitment to service began immediately after high school when she worked as a library page at her local library. In that role, she developed a genuine appreciation for connecting with people from diverse backgrounds and providing meaningful assistance, even in small ways. This early experience shaped her professional approach and inspired her to continue building a career centered on helping others. Today, she carries that same people-first mindset into her work, where empathy remains at the core of how she engages with every customer interaction.
In addition to her frontline responsibilities, Unique serves in a minor leadership capacity, contributing to process development and team support. She plays a key role in spearheading LAHEAP funding efforts, ensuring that financial assistance is accurately applied and managed in compliance with program guidelines. Known as a reliable resource among her peers, she is often sought out for guidance and problem-solving. Alongside her professional growth, she is pursuing a Bachelor’s degree in Criminal Justice and Corrections at Florida Agricultural and Mechanical University, where she is a member of the United chapter of Alpha Kappa Delta. With a strong work ethic, empathetic leadership style, and a drive to expand her expertise into finance, she is steadily building a well-rounded and impactful career.
• Florida Agricultural and Mechanical University - BSCJ
• 10th place in state weightlifting competition (senior year)
• 3rd or 4th place in post-college weightlifting competition
• United Chapters of Alpha Kappa Delta (international sociology honor society)
• Dreamers (social justice organization)
• VISTA
• Dreamers social justice organization (Palestinian protest support and children's initiatives)
• VISTA food distribution for elderly community
What do you attribute your success to?
My success really started with that first job out of high school working as a library page at our local library here in Lakeland. It was a simple role, but I really enjoyed being able to connect with all the patrons that came in, seeing everybody from different walks of life, and being able to help them, even in a small way. That experience got me into the customer service field and taught me how to interact with different kinds of people. What I do today at Lakeland Electric goes beyond just collections. I work closely with customers during some of the most sensitive times in their lives, especially when handling deceased account processes. That means helping families understand Florida law, making sure everything is handled properly, and doing it all with empathy and compassion. I've also had the opportunity to spearhead our LAHEAP funding work, and I'm really proud of what we accomplished there. We only had two weeks to figure out how to implement it and make sure everything was correct, and we received a little over a million dollars just for our utility. Being a part of that and making sure everything runs smoothly has been something really big for me. I'm in a minor leadership role now where I create a lot of the processes we use, and when anybody on my team has questions, I'm the one they come to. The key to all of it is keeping your empathy. You meet a lot of different people, and not all of them are always nice, but you can't lose your empathy or sympathy for people, because as soon as you do, you can't serve the community well.
What’s the best career advice you’ve ever received?
The best advice I ever received wasn't spoken directly, but it came through the actions of Professor Clifford Brown at FAMU. I was very quiet and very shy when I was younger, and I didn't want to put myself out there. But Professor Brown took notice of me and took me under his wing. He pushed me to do things that got me out of my comfort zone. I wrote a paper for his criminal justice class, and he was one of those professors who said at the beginning, 'I don't give A's' to anybody. But after I submitted that paper, which I really felt good about, he actually gave me an A. We talked afterwards, and he connected me with a group he was working with up in Tallahassee that went around to underprivileged areas with a lot of kids, getting them out of the house and off the streets, doing something positive with their free time because home life isn't always good. That experience was top tier, and it taught me that sometimes you need someone to believe in you and push you outside your comfort zone. That's what opens doors you didn't expect.
What advice would you give to young women entering your industry?
Working in customer service, you meet a lot of different people, and not all of them are always nice. My advice is simple: don't lose your empathy. Don't lose your sympathy for people. That's the one thing that I control and hold onto, because as soon as you lose your empathy for people, you can't be a good servant to the community. You can't serve the community well. Keep your empathy, no matter what challenges you face or how difficult some interactions might be.
What are the biggest challenges or opportunities in your field right now?
One of the biggest challenges we're facing right now is actually growth, which is kind of interesting to think about. I'll use Lakeland as an example. Lakeland is growing quite rapidly. It used to be a very small town, even when I was a kid about 20 years ago, it was way smaller. Because of the growth, it's causing growing pains. It's an adjustment for everybody to handle the new load that we have to service. So we're navigating how to keep up with that expansion while still maintaining the quality of service and empathy that our customers deserve.
What values are most important to you in your work and personal life?
The most important value I hold onto in my work is empathy. It's the one thing I can control, and I refuse to lose it no matter how challenging things get. As soon as you lose your empathy for people, you can't serve the community well, and that's what matters most to me. Outside of work, I'm very committed to discipline and personal growth, which shows up in my weightlifting. I go to the gym pretty frequently, about 5 times a week, and I've competed in weightlifting competitions. My favorite achievement was placing 10th in my state when I was in my senior year, which was crazy because those girls were pushing wildly and were pretty ripped. I also placed 3rd or 4th in a competition after I graduated college. I'm getting back into competitions now after taking a bit of a break. Weightlifting isn't just about physical strength for me. It's about discipline, consistency, and pushing past my own limits. There's no shortcut to getting stronger, and I respect that process. It builds confidence and reinforces that growth doesn't happen overnight, but it does happen if you stay committed. The same mindset I use in my career showing up prepared, staying consistent, and pushing through challenges shows up in the gym too.