Grace Adami Heiner
Gold Bar,WA
Summary
Dynamic Client Service Specialist with a passion for compassionate communication and a proven track record at West Coast Pet Memorial. Skilled in visual storytelling and customer support, I excel in creating meaningful connections while managing complex case documentation. My trauma-informed approach ensures every family feels supported during their time of need.
Overview
5
5
years of professional experience
Work History
Client Service Specialist
West Coast Pet Memorial
Sultan, WA
06.2025 - Current
- Serve as a compassionate guide for grieving pet families, helping them understand aftercare options and memorial choices with clarity and empathy.
- Make proactive followup calls regarding decision periods, long term storage, private cremation updates, and policy requirements.
- Coordinate closely with veterinary clinics to ensure accurate intake, chain of custody verification, and case documentation.
- Enter decisions, update case statuses, verify details, correct errors, and maintain detailed notes for internal and clinic communication.
- Prepare clay paw prints, ink prints, fur clippings, and memorial items with high attention to detail and quality control.
- Assist with processing remains for return, clinic delivery, or long term storage, following regulatory and internal procedures.
- Support crematory, admin, and driver teams by organizing workload, packaging remains, and ensuring respectful handling of every pet.
Owner & Photographer
The Memory Hollow
Kirkland, WA
01.2022 - Current
- Photograph pets, families, and senior animals, specializing in legacy portraits and emotional storytelling.
- Edit full galleries using Lightroom, focusing on tone, lighting, color, and narrative consistency.
- Manage all business operations including scheduling, client communication, invoices, contracts, galleries, and social media posts.
- Build brand identity for Eternal Paws Photography through captions, newsletters, campaigns, and community engagement.
- Provide a supportive, patient environment for anxious pets or emotional end of life sessions.
Barista
Grounds Coffee Co.
Kirkland, WA
04.2024 - 06.2025
- Crafted espresso drinks consistently while maintaining quality and speed in a high volume environment.
- Anticipated customer needs, resolved concerns, and ensured a welcoming atmosphere for regulars and new guests.
- Maintained cleanliness, food safety compliance, and detailed organization during peak hours.
- Trained new hires on workflow, recipes, equipment, and customer service expectations.
Store Manager
Whidbey Coffee
Kirkland, WA
01.2023 - 12.2024
- Managed daily operations including scheduling, inventory orders, team training, and customer service oversight.
- Led storelevel initiatives to increase sales, improve workflow efficiency, and maintain quality standards.
- Trained baristas on drinks, customer interaction, equipment maintenance, and safety procedures.
- Resolved escalated customer issues and maintained a positive community focused environment.
Board Member
Empowering Strides
Woodinville, WA
01.2021 - 12.2022
- Supported nonprofit operations for accessible equine therapy programs.
- Assisted with event planning, community outreach, and donor communication.
- Helped develop messaging, marketing content, and program awareness materials.
Education
Bachelor of Arts - English
University of Washington
Seattle, WA12-2025
Associate of Applied Science - Behavioral Health and Social Services
Lake Washington Institute of Technology
Kirkland, WA05.2022
Skills
- Photography and editing
- Visual storytelling and content creation
- Copyediting and developmental editing
- Customer support and case documentation
- Trauma-informed communication
- Google Workspace and Microsoft Office
- Scheduling platforms and hospitality
- Team leadership and problem solving
Skills
Photography, Lightroom, Editing, Retouching, Canva, Visual Storytelling, Copyediting, Developmental Editing, Content Creation, Academic Writing, Customer Support, Case Documentation, Trauma Informed Communication, Google Workspace, Microsoft Office, Pixieset, Scheduling Platforms, Hospitality, Team Leadership, Problem Solving
Affiliations
Empowering strides - Volunteer
Timeline
Client Service Specialist
West Coast Pet Memorial
06.2025 - Current
Barista
Grounds Coffee Co.
04.2024 - 06.2025
Store Manager
Whidbey Coffee
01.2023 - 12.2024
Owner & Photographer
The Memory Hollow
01.2022 - Current
Board Member
Empowering Strides
01.2021 - 12.2022
Bachelor of Arts - English
University of Washington
Associate of Applied Science - Behavioral Health and Social Services
Lake Washington Institute of Technology