Summary
Overview
Work History
Education
Skills
Certification
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Nicholas Cowell-Mendoza

Nicholas Cowell-Mendoza

Licensed Pharmacy Technician
Concord,CA

Summary

Dynamic Pharmacy Technician with a proven track record at CVS Pharmacy, enhancing patient care through meticulous prescription filling and exceptional customer service. Leveraged problem-solving skills and HIPAA knowledge to improve pharmacy operations, achieving a notable increase in customer loyalty. Excelled in team collaboration and workflow optimization, demonstrating a commitment to efficiency and patient safety. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.

Overview

11
11
years of professional experience
3
3

Certifications

Work History

Pharmacy Technician

CVS Pharmacy
06.2024 - 11.2024
  • Answered incoming phone calls and addressed non-clinical questions from patients and healthcare providers.
  • Stocked medications.
  • Boosted customer loyalty by providing friendly, knowledgeable assistance.
  • Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
  • Collected co-payments or full payments from customers.
  • Maximized pharmacy efficiency through effective communication with staff members and adherence to procedures.
  • Welcomed customers to pharmacy and answered non-clinical questions relating to prescriptions and over-the-counter products.
  • Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
  • Communicated with new patients to collect information to create a patient profile in pharmacy system.
  • Provided exceptional customer service, fostering positive relationships with both new and returning patients at the pharmacy counter.
  • Calculated dosage, counted, filled and labeled prescriptions with absolute accuracy.
  • Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
  • Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
  • Resolved third-party billing, computer system and customer service issues.
  • Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
  • Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
  • Contributed to the reduction of prescription wait times by promptly addressing refill requests and insurance authorizations.
  • Enhanced patient care by accurately filling prescriptions under pharmacist supervision.
  • Utilized pharmacy management software to process prescriptions efficiently.
  • Provided exceptional customer service, resolving queries and concerns with empathy and professionalism.
  • Engaged in continuous learning to stay updated on pharmaceutical practices and products.
  • Self-motivated, with a strong sense of personal responsibility.
  • Skilled at working independently and collaboratively in a team environment.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Passionate about learning and committed to continual improvement.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Proved successful working within tight deadlines and a fast-paced environment.

Pharmacy Technician

CVS Pharmacy
08.2022 - 08.2023
  • Answered incoming phone calls and addressed non-clinical questions from patients.
  • Boosted customer loyalty by providing friendly, knowledgeable assistance.
  • Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
  • Collected co-payments or full payments from customers.
  • Maximized pharmacy efficiency through effective communication with staff members and adherence to procedures.
  • Improved patient satisfaction by efficiently processing prescriptions and stocking inventory in a timely manner.
  • Welcomed customers to pharmacy and answered non-clinical questions relating to prescriptions and over-the-counter products.
  • Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
  • Provided exceptional customer service, fostering positive relationships with both new and returning patients at the pharmacy counter.
  • Calculated dosage, counted, filled and prepared prescriptions with absolute accuracy.
  • Ensured patient safety by strictly following drug storage guidelines, including proper temperature and light exposure control.
  • Set up and modified patient profiles to include current medications and insurance details.
  • Resolved third-party billing rejection errors, and customer service issues.
  • Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
  • Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
  • Managed closing duties for pharmacy.
  • Contributed to the reduction of prescription wait times by promptly addressing refill requests and insurance authorizations.
  • Enhanced patient care by accurately filling prescriptions under pharmacist supervision.
  • Assisted in management of prescription deliveries, improving patient convenience.
  • Utilized pharmacy management software to process prescriptions efficiently.
  • Provided exceptional customer service, resolving non-clinical concerns with empathy and professionalism.
  • Engaged in continuous learning to stay updated on pharmaceutical practices and products.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Passionate about learning and continual improvement.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Paid attention to detail while completing assignments.
  • Proved successful working within tight deadlines and a fast-paced environment.

Pharmacy Service Representative

CVS HEALTH CORPORATION
07.2021 - 10.2021
  • Entered and processed patients' prescriptions into internal system.
  • Coordinated with healthcare providers to verify prescription accuracy, preventing potential medication errors or adverse reactions in patients.
  • Maintained patient confidentiality through diligent adherence to HIPAA regulations when accessing and updating medical records.
  • Streamlined prescription processing by efficiently utilizing pharmacy software systems and maintaining accurate records.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Managed phone lines professionally, triaging calls as necessary to ensure prompt attention from appropriate personnel.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Developed strong relationships with customers through consistent professionalism and excellent interpersonal skills.
  • Resolved customer complaints by actively listening, empathizing, and offering appropriate solutions.
  • Processed insurance claims with precision, ensuring timely payment of reimbursements to the pharmacy.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded proactively and positively to rapid change.
  • Managed timely and effective replacement of damaged or missing products.
  • Participated in continuous professional development opportunities to stay current on industry trends and best practices in pharmaceutical care.
  • Promoted medication adherence among patients by providing clear instructions on proper usage, dosage, and potential side effects.
  • Researched the delivery status of medication for patients when medication had not been delivered on-time.
  • Contacted shipping company to locate package containing medication to reattempt delivery or advise a new package would be sent out if medication required refrigeration.
  • Educated and signed patients up for drug discount programs to lower their out-of-pocket costs.

Clerk

US Census Bureau
01.2020 - 03.2020
  • Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
  • Ensured confidentiality of sensitive documents through proper storage methods and restricted access control implementation.
  • Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
  • Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
  • Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
  • Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
  • Utilized office management software to record and track customer information.
  • Assisted with onboarding of new employees.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Proven ability to learn quickly and adapt to new situations.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Paid attention to detail while completing assignments.
  • Conducted outbound calls to interview potential candidates for employment.
  • Conducted outbound calls to group living quarters to advise of the upcoming census and verbally trained on how to properly count residents for the census.
  • Took incoming calls from prospective candidates for employment and conducted phone interviews and advised of hiring process.
  • Assisted with scheduling fingerprinting appointments for employment.

Authorization Agent

Fidelity National Home Warranty
01.2019 - 03.2019
  • Answered inbound calls from technicians who were sent to a property to diagnose failure of system or appliances covered by warranty.
  • Achieved consistent adherence to established timelines for processing authorizations, contributing to overall department performance metrics.
  • Reduced response times for authorization requests with quick decision-making and thorough attention to detail.
  • Consolidated verbal information from technician to generate report in company’s system and utilized the report to determine coverage or denial of claims based on policy coverage.
  • Managed over 75 daily inbound calls and consistently exceeded productivity requirements.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Maintained up-to-date knowledge of products and service changes.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and company policies and procedures.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Authored professional correspondence to check on approvals and denials.
  • Strengthened relationships with clients through timely communication and follow-up on pending authorization requests.
  • Provided exceptional customer service while navigating complex scenarios involving multiple parties, such as third-party contractors and home owners.
  • Organized and maintained detailed records of all authorization activities, ensuring proper documentation for future reference.
  • Demonstrated adaptability by quickly learning new systems and processes as they were introduced within the organization.
  • Managed high-volume workloads while maintaining a high level of accuracy on all submitted authorizations, showcasing strong attention to detail.

Temporary Promotions Agent

Tristaff
09.2016 - 12.2016
  • Received inbound calls from Costco customers who were interested in purchasing a new vehicle through the Holidays Sales Event by General Motors.
  • Provided authorization number and dealership contact information for customer to receive the promotional discount for being a Costco member.
  • Verbally trained dealership staff over the phone on GM’s Holiday Sales Event policy and procedures.
  • Conducted customer satisfaction surveys with customers who purchased a new vehicle via outbound phone calls and provided time estimates for them to receive a Costco Cash Card for participating in the program.
  • Researched status of Costco Cash Card if customer had not received item within 6-8 weeks after completing satisfaction survey.

Temporary Enrollment Processor

Randstad
01.2016 - 02.2016
  • Investigated issues and created solutions for new health plan members.
  • Maintained detailed and accurate records between multiple databases and programs.
  • Checked documentation for accuracy and validity on updated systems.
  • Verified client information by analyzing existing evidence on file.
  • Posted payments to accounts and maintained records.
  • Maintained confidentiality of patient finances, records, and health statuses.
  • Handled sensitive information with confidentiality, providing peace of mind to applicants during the enrollment process.
  • Assessed applicant eligibility based on established criteria, providing fair opportunities for all prospective health plan members.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Scheduled for “welcome kit” to be sent out to new members.

Authorization Agent

Old Republic Home Protection
11.2013 - 08.2014
  • Achieved consistent adherence to established timelines for processing authorizations, contributing to overall department performance metrics.
  • Reduced response times for authorization requests with quick decision-making and thorough attention to detail.
  • Managed over 90 daily inbound calls and consistently exceeded productivity requirements.
  • Received inbound calls from contractors that were sent to property to diagnose failure of system or appliances and generated a report in organizations database to determine coverage.
  • Approved or denied claims based upon the report received from technician that was sent to the property.
  • Maintained up-to-date knowledge of products and service changes.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and company policies and procedures.
  • Deescalated irate homeowners when they were not understanding the reason their claim was being denied by being emphatic while educating them on their home warranty policy and providing an estimate for cost of repairs.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standards.
  • Strengthened relationships with clients through timely communication and follow-up on pending authorization requests.
  • Provided exceptional customer service while navigating complex scenarios involving multiple parties, such as third-party contractors and home owners.
  • Organized and maintained detailed records of all authorization activities, ensuring proper documentation for future reference.
  • Demonstrated adaptability by quickly learning new systems and processes as they were introduced within the organization.
  • Managed high-volume workloads while maintaining a high level of accuracy on all submitted authorizations, showcasing strong attention to detail.

Education

Associate - Business Administration And Management

Heals College
Concord, CA

High School Diploma - Leadership

Ygnacio Valley
Concord, CA
06.2002

Skills

  • Problem-solving skills
  • Team collaboration
  • Confidentiality and HIPAA
  • Workflow optimization
  • Answering non-clinical questions
  • Medication dispensing
  • Patient confidentiality
  • Prescription filling
  • Pharmacy ethics
  • Stocking shelves
  • Pharmacy law compliance
  • Supporting pharmacy operations
  • Quality assurance and product verification
  • Point of sale systems proficiency
  • Customer service
  • Data entry
  • Attention to detail
  • HIPAA compliance
  • Prescription filling and labeling
  • Analytical thinking
  • Relationship building
  • Written and verbal communication
  • Resolving complaints

Certification

  • California Licensed Pharmacy Technician, license number TCH 178216 11/13/2020 - 03/31/2026
  • Certified Pharmacy Technician PTCB Certification number 30112696 09/27/2019 - 09/30/2023
  • PTCB Pharmacy Technician Enhanced Training Certificate - Product Verification issued by PharmCon

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Nicholas Cowell-MendozaLicensed Pharmacy Technician