Danielle Patterson
Jamaica,USA
Summary
Results-driven client service professional with over six years of experience leading by example, resolving client concerns, training staff, and delivering exceptional client experiences. Recognized for strong communication, organization, and team collaboration. Seeking to leverage leadership, communication, and operational expertise as a Client Service Supervisor.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Client Service Representative
NYC Vet Group
Long Island City, NY
06.2025 - Current
- Coordinated international pet travel appointments, ensuring USDA compliance and accurate documentation completion.
- Verified completeness of medical records, travel documents, and client information before scheduled visits.
- Communicated with clients, veterinarians, and clinics to obtain medical records and resolve documentation issues.
- Maintained precise client records by documenting interactions, updates, and follow-ups in practice management system.
- Handled high volumes of phone calls and emails, providing prompt and compassionate customer service.
- Assisted coworkers at front desk during peak periods to maintain workflow efficiency and client satisfaction.
- Fostered positive team environment by greeting staff and promoting collaborative mindset each shift.
- Supported team success by providing operational assistance across departments as needed.
- Processed end of day reports ensuring daily cash and credit/debit operations matches
Part Time Care Coordinator
Bond Vet
Upper East Side, NY
08.2022 - Current
- Managed accurate client and patient records while maintaining confidentiality and ensuring data integrity.
- Coordinated and prioritized appointment scheduling by assessing patient needs and determining appropriate levels of care.
- Reviewed upcoming appointments in advance to verify records, identify missing information, and ensure providers were fully prepared.
- Processed payments, refunds, and financial transactions accurately while delivering exceptional client service.
- Managed over 60 incoming phone calls and emails per shift, resolving client inquiries efficiently and professionally.
- Processed medical record requests, distributed records to clients and partnering veterinary clinics, and ensured timely follow-up on all requests.
- Maintained detailed documentation of all client interactions to support continuity of care and effective communication among team members.
- Trained and mentored newly hired Care Coordinators on workflows, policies, customer service expectations, and best practices, helping them transition successfully into their roles.
- Volunteered personal time to support and coach new hires outside of scheduled shifts, ensuring they felt confident and prepared to succeed.
- Developed training templates, reference guides, and workflow notes that standardized procedures and provided ongoing resources for new and existing team members.
- Demonstrated leadership by serving as a reliable resource for teammates, answering questions, providing guidance, and supporting daily front desk operations during high-volume periods.
- Strengthened client relationships by communicating with empathy, sending personalized sympathy cards to grieving families, and delivering compassionate service during difficult situations.
Care Coordinator
Amazing Medical Services P.C
Jamaica, NY
04.2024 - 02.2025
- Created accounts for new clients and updated existing patient charts with current information.
- Completed billing invoices, insurance forms, and patient paperwork with a high level of accuracy.
- Operated reception equipment including multi-line phones, scanners, fax machines, and printers to support daily operations.
- Efficiently processed and verified new patient data, ensuring timely and accurate entry into the system.
- Maintained HIPAA compliance by organizing, securing, and properly disposing of sensitive patient records.
- Responded to phone calls and emails regarding appointments and clinic hours, ensuring all messages were returned within 24 hours.
- Fostered a warm and professional front-desk environment to make patients and visitors feel welcome.
Client Service Representative
The Schwarzman Animal Medical Center
New York, NY
07.2021 - 02.2024
- Followed emergency protocols and used critical thinking to assess client needs, ensuring urgent cases were escalated appropriately and departments were notified immediately.
- Created and maintained accurate client and pet accounts, inputting sensitive information securely and efficiently.
- Collected payments by manually entering charges, accepting cash, or processing cards on file; cleared client balances and issued receipts.
- Educated clients on available financing options and explained billing details clearly to ensure understanding.
- Directed incoming calls to appropriate departments, ensuring fast and effective communication for both routine and emergency cases.
- Entered thorough notes on client interactions into software to maintain a detailed client history.
- Resolved client concerns with professionalism and empathy, escalating issues when needed to ensure resolution.
- Notified departments of patient arrivals and sent updates regarding patient status to care coordinators and medical staff.
- Scanned, filed, and distributed critical documents and mail to the correct departments or personnel.
- Provided clients with clear aftercare instructions as directed by medical staff.
- Maintained strong, clear communication with team members to support a seamless workflow and exceptional client experience.
Customer Service Agent
Bolt Parking JFK
Jamaica, NY
03.2020 - 01.2022
- Assisted customers in person, online, and over the phone, ensuring prompt and courteous service across all communication channels.
- Provided accurate directions to both customers and drivers to support smooth pick-up and drop-off experiences.
- Dispatched pick-up location details to drivers efficiently, coordinating real-time updates to minimize delays.
- Handled booking, check-in, and check-out of reservations with accuracy and attention to detail.
- Managed parking lot space, organizing vehicles to accommodate incoming traffic and prioritize pick-up schedules.
- Safely moved and parked vehicles according to scheduled pick-up dates and times.
- Collected payments via cash or credit and issued receipts, ensuring all transactions were properly documented.
- Conducted inventory counts at the beginning and end of each shift to track vehicle availability.
- Communicated daily work updates and instructions to team members to maintain smooth operations and task coverage.
Customer Service Representative
North Shore Animal Hospital
Bayside, NY
12.2018 - 07.2021
- Handled over 40 calls per day, providing timely and compassionate customer service while managing appointment scheduling and client inquiries.
- Offered emotional support and empathy to grieving clients during euthanasia appointments and difficult situations.
- Prepared exam rooms before and after appointments to ensure a clean and comfortable environment for clients and medical staff.
- Counted, prepared, and explained medications and dosages to clients with clarity and care.
- Processed payments via cash, card, or check, and maintained accurate financial records.
- Scheduled, confirmed, rescheduled, and canceled appointments in person, over the phone, and via email.
- Sent personalized sympathy letters to clients following the loss of a pet, maintaining a compassionate tone.
- Completed end-of-day reports to reconcile transactions and ensure smooth operations for the next shift.
Education
Associates - Liberal Arts
Queensborough Community College
Bayside, NY07-2017
Diploma -
Queens Metropolitan High School
Forest Hills, NY07-2014
Skills
- Veterinary software
- Medical records management
- Appointment scheduling
- Client onboarding
- Billing processing
- Data entry
- Call Handling Techniques
- Time Management
- Analytical Thinking
- Critical Thinking
- Team Management
- Stress Tolerance
- Data entry
Certification
- Bartending License, ABC Bartending School, New York, NY
- CPR Certification, American Heart Association
Volunteer Experience
Revelation of Living Word Deliverance Ministries – Community Outreach Volunteer
August 2009 – Present
- Demonstrated leadership by coordinating community outreach efforts that provided meals, clothing, and resources to individuals and families in need.
- Mentored youth and adults by assisting with college preparation, resume writing, and job applications.
- Led a young adult choir of 15+ members, fostering teamwork, accountability, and engagement.
- Planned and organized outreach events that increased volunteer participation and community involvement.
- Collaborated with volunteers to ensure outreach activities and community services were carried out efficiently and compassionately.
Timeline
Client Service Representative
NYC Vet Group
06.2025 - Current
Care Coordinator
Amazing Medical Services P.C
04.2024 - 02.2025
Part Time Care Coordinator
Bond Vet
08.2022 - Current
Client Service Representative
The Schwarzman Animal Medical Center
07.2021 - 02.2024
Customer Service Agent
Bolt Parking JFK
03.2020 - 01.2022
Customer Service Representative
North Shore Animal Hospital
12.2018 - 07.2021
Associates - Liberal Arts
Queensborough Community College
Diploma -
Queens Metropolitan High School