Carrie Cassady
Tallahassee
Summary
Motivated Client Support Specialist experienced in delivering exceptional customer service and managing complex queries. Cultivated strong client relationships and streamlined support processes through effective problem-solving and communication skills. Focused on contributing to community and enhancing client satisfaction.
Overview
1
1
Certification
3
3
years of post-secondary education
30
30
years of professional experience
Work History
Client Support Specialist
Northeast Animal Hospital
Tallahassee
11.2025 - 07.2026
- Responded to client inquiries via phone and email to provide timely support.
- Assisted clients in scheduling appointments and managing their pets' care needs.
- Collaborated with veterinary staff to ensure seamless communication for patient care.
- Conducted regular follow-up calls with customers to ensure their satisfaction with services provided.
- Documented all customer interactions in the company's database system.
- Created detailed reports on customer support activities and performance metrics.
- Reviewed existing policies and procedures related to client support operations.
- Handled multiple chat sessions simultaneously while providing excellent support to clients.
- Prevented key account losses by researching discrepancies and correcting problems.
Client Support Specialist Lead
Allied Veterinary Emergency Hospital
Tallahassee
09.2021 - 09.2025
- Greeting and welcoming clients and pets providing a positive first impression of our Veterinary Emergency Hospital
- Managing a high volume of incoming calls, efficiently routing them to the appropriate Hospital Managers and Veterinarians
- Responding to inquiries from clients and employees in a timely manner, providing accurate information or directing them to the appropriate resources
- Resolving client concerns with empathy and prompt communication skills.
- Scheduling appointments and maintaining calendars for Specialty DVM and procedures
- Supporting team members and Veterinarians by managing their calendars effectively. Which resulted in increased productivity across the hospital
- Training of new receptionists on office procedures, phone etiquette, customer service practices and techniques for proper triage for pets with true emergencies
- Demonstrating problem-solving skills when handling difficult situations or demanding clients
- Built trusting relationships with colleagues and clients to enhance teamwork and customer satisfaction.
- Assisted veterinarians with patient intake and documentation processes.
- Educated clients on pet care and emergency procedures clearly.
- Maintained organized medical records and client files consistently.
- Handled payment processing and billing inquiries professionally.
- Identified opportunities to improve customer service procedures and implemented changes accordingly.
- Delivered high level of service to clients in effort to build upon relationships for future.
- Ensured that all customer inquiries were responded to promptly and accurately.
- Documented all customer interactions in the company's database system.
- Monitored incoming emails from customers regarding technical problems or product inquiries.
- Conducted regular follow-up calls with customers to ensure their satisfaction with services provided.
- Investigated unusual or complex customer requests and escalated them as necessary to higher levels of expertise within the organization.
- Demonstrated strong sense of ownership for customer issues, displaying empathy and maintaining productive dialogue throughout open requests.
- Updated customer account information and ensured accuracy.
- Created comprehensive manual outlining receptionist duties and standard operating procedures for reference
- Resolved conflicts between clients and employees with professionalism, maintaining composure and empathy
- Delivered exceptional client experience and encouraged repeat business.
- Delivered exceptional client experience and encouraged repeat business.
Client Support Specialist
Capital Veterinary Specialists
Tallahassee
02.2019 - 08.2021
- Adjusted and explained payment procedures for surgeries and treatment plans to clients.
- Provided expert support to clients regarding veterinary services and procedures.
- Managed client inquiries and scheduled appointments efficiently.
- Educated clients on pet care and health information effectively.
- Coordinated communication between veterinarians and clients seamlessly.
- Maintained accurate client records and data entry consistently.
- Resolved client concerns with empathy and professionalism promptly.
- Identified opportunities to improve customer service procedures and implemented changes accordingly.
- Analyzed customer issues to identify root cause and provided appropriate solutions.
- Helped develop strategies for improving overall efficiency of client support operations.
- Investigated unusual or complex customer requests and escalated them to higher levels of expertise.
- Delivered exceptional client experience and encouraged repeat business.
Military Spouse
Nationally and Internationally -American Military
Dothan
01.1997 - 05.2018
- Coordinated multiple relocations across U.S. and Europe, adapting to new environments and ensuring family stability.
- Managed household operations and adhered to Military protocols during extended deployments and assignments, providing essential support to service member, spouses and families.
- Supported military family during transitions
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Completed day-to-day duties accurately and efficiently.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked with cross-functional teams to achieve goals.
- Exceeded customer satisfaction by finding creative solutions to problems.
Independent Contractor
Peak Health Solutions
San Diego
08.2012 - 03.2013
- Audited medical records for compliance and accuracy.
- Maintained accurate electronic medical records, ensuring compliance with regulations.
- Determined and implemented techniques to improve retrieval process.
- Developed and implemented techniques that enhanced record retrieval efficiency.
- Streamlined office processes to consistently meet project deadlines.
- Collaborated with healthcare professionals to assess patient needs and solutions.
- Provided comprehensive training to new contractors on best practices in health solution delivery. on best practices in health solution delivery.
- Managed quality control and maintained high level of customer satisfaction.
- Kept client satisfaction high by consulting closely at various stages and incorporating important feedback.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Assessed company operations for compliance with safety standards.
Education
General Studies And Communications - Associates
George C. Wallace Community College
Dothan, AL 02.1992 - 12.1994
High school (HS Diploma) -
Wicksburg High School
Newton, ALSkills
- Customer service
- Customer complaint resolution
- Customer relationship management
- Client communication fulfillment issues
- Patient, client and public interaction
- Customer follow-up calls and/or by email
- Finance transaction security
- Data entry with multitasking
- Scheduling
- Business required Invoicing
- Client and business invoicing
- Processing daily reports
- Handling cash, checks and credit card sales
- Multi-line Phone Systems
- Time management
- Detail oriented
- Clerical experience
- Technical proficiency
- Product sales and services
- Crisis management
- Resourceful
- Customer relations support
- Personal assistant
- Financial management
- Background checks from FBI, Local PD and Homeland Security clearance
- Team collaborating
- Time management
- Travel schedule
- Customer relations support
- Team collaboration
- Hospital experience
- Conflict resolution
- Client relationship management
- Medical record maintenance
- Customer support documentation
- Communication techniques
- Problem solving
- Processing detail and improvement
- Travel coordination
- Attention to detail
- Empathy
- Leadership
- Written communications
- Team building
- Critical thinking
- Multitasking
- Good Telephone Etiquette
- Organization
- Open Customer Communications
- Communication
Certification
Driver's License, 09/01/90, 09/01/27
Additional Information
As someone that has been the first face for clients to see, Being successful while helping clients in distress, anxious and discouraged, feel at ease with showing respect, empathy and compassion.
Languages
English
Personal Information
English
Timeline
Client Support Specialist
Northeast Animal Hospital
11.2025 - 07.2026
Client Support Specialist Lead
Allied Veterinary Emergency Hospital
09.2021 - 09.2025
Client Support Specialist
Capital Veterinary Specialists
02.2019 - 08.2021
Independent Contractor
Peak Health Solutions
08.2012 - 03.2013
Military Spouse
Nationally and Internationally -American Military
01.1997 - 05.2018
General Studies And Communications - Associates
George C. Wallace Community College
02.1992 - 12.1994
High school (HS Diploma) -
Wicksburg High School