Grace Kesterson
Houston,TX
Summary
Highly experienced Client Liaison and Administrative Specialist with 16 years in the veterinary field, offering top-tier customer service, appointment coordination, and financial accuracy. Expert in multi-line systems, CRM platforms, and high-volume client management. Known for precision, empathy, and a calm presence in fast-paced environments. Ready to bring operational excellence to a role in customer support, admin, or bookkeeping.
Overview
10
10
years of professional experience
Work History
Client Liaison&Social Media/Marketing Coordinator
Rockin' Pets, Rollin' Vets
Houston, TX
07.2022 - 04.2026
- Coordinate doctor schedules and optimize routes for mobile appointments
- Audit medical records and account data to ensure client billing accuracy
- Field emergency calls, assess urgency, and schedule based on triage
- Provide follow-up support and client education post-treatment
- Process payments, manage accounts receivable, and track balances
- Communicate with clients via phone, email, and text/chat to ensure satisfaction
- Train new staff on customer engagement protocols
- Develop visual content and promotional graphics using Canva to supportseasonal campaigns, staffing updates, reminders, and service promotions.
- Spearheaded employee recognition programs to increase office morale.
- Fostered strong client relationships through effective communication and problem-solving techniques.
- Coordinated scheduling and logistics for veterinary services, ensuring timely delivery of care.
- Managed client inquiries and concerns, providing accurate information and support.
- Led initiatives to improve client satisfaction scores through targeted engagement strategies.
- Mentored junior staff, sharing best practices in client management and relationship-building skills.
- Implemented strategies for improving customer retention rates by proactively addressing potential issues before they escalated into larger problems.
- Established strong relationships with clients, resulting in repeat business and long-term partnerships.
Client Care Specialist
Sugarland Veterinary Specialists
Sugar Land, TX
05.2018 - 07.2022
- - Handled complex appointment scheduling across multiple specialties
- - Substantiated financial records, secured deposits, and verified invoices
- - Delivered consistent, high-touch support to clients throughout treatment cycles
- - Collaborated across departments to maintain accurate client records and communication
- - Escalated issues appropriately and followed through until resolved
- - Documented customer interactions for quality assurance and compliance
- Managed appointment scheduling and follow-ups to optimize clinic workflow.
- Educated clients on pet health, treatments, and preventative care options.
- Collaborated with veterinary staff to ensure seamless patient care and communication.
- Implemented process improvements that increased operational efficiency within the practice.
- Analyzed client feedback to identify areas for service enhancement and implement solutions.
Customer Service Representative
KAAWS
Houston, TX
08.2016 - 05.2019
- Managed 20+ line phone system while scheduling surgeries and wellness appointments
- Assisted with financial transactions, returns, billing corrections, and client education
- Developed a reputation for compassion, efficiency, and resolving issues under pressure
- Documented all client communications for seamless coordination across staff
- Helped implement workflow changes to improve service quality and reduce errors
- Resolved customer inquiries through multiple communication channels, enhancing satisfaction and retention.
- Utilized CRM software to track interactions and streamline support processes.
- Trained new team members on customer service protocols and best practices.
Education
High School Diploma - undefined
Texas Tech Home School Program
12.2004
Skills
- Client Support & Scheduling, Payment Processing & Light Bookkeeping, CRM & Veterinary Software Proficiency: Avimark, EzyVet, Cornerstone, Impromed Data Entry & Auditing, Multi-Line Phone Management, Attention to Detail & Record Accuracy, Microsoft Office (Excel, Word, Outlook, PowerPoint), Conflict Resolution & Follow-Up Communication, File, Chart & Account Management
Timeline
Client Liaison&Social Media/Marketing Coordinator
Rockin' Pets, Rollin' Vets
07.2022 - 04.2026
Client Care Specialist
Sugarland Veterinary Specialists
05.2018 - 07.2022
Customer Service Representative
KAAWS
08.2016 - 05.2019
High School Diploma - undefined
Texas Tech Home School Program