Summary
Overview
Work History
Education
Skills
Languages
Timeline
Hi, I’m

Veronica Gonzalez

Gonzales

Summary

Highly motivated Customer Solutions Specialist, with years of experience in meeting customer satisfaction. Proven ability to build relationships and educate customer, resulting in customer satisfaction and retention. In-depth knowledge of principles and processes of client needs assessment, meeting quality standards for services, and evaluation of client satisfaction.


Overview

2026
years of professional experience

Work History

Lead

Job overview

  • Lead a large FQHC group, responsible in ensuring phlebotomy team followed standard office procedures, annual compliance training, required safety training.
  • Responsible for training new employees in a phlebotomy setting.
  • Responsible for capturing metrics, records management, supplies maintenance.
  • Responsible for monitoring all stats, and working with upper management to ensure we met client expectations.

Quest Diagnostics

Customer Solution Specialist
02.2016 - Current

Job overview

  • Focus on working with our largest strategic customers to asses operational needs and challenges.
  • Work alongside Sales, Patient Services, Billing, IT, Logistics and Field Processing as an additional resource to our clients.
  • Responsible for client education and monitoring at risk accounts.
  • Responsible for any follow up meetings with staff and providers with questions or concerns.
  • Play an integral part on the team to develop key relationships with our customers to assure customer satisfaction and retention.

Quest Diagnostics

Phlebotomy Group Lead
08.2012 - 02.2016

Job overview

  • Lead the developing of our Standing Order Procedure and implementing the process to the Central and North Austin group.
  • Responsible in leading and Processing of all specimens for our Patient Service Centers, and Private owned Providers Clinics.
  • Responsible for leading the phlebotomy team in customer satisfaction, and meeting company goals.
  • Responsible for maintaining integrity of specimens and assuring their arrival to the lab for stability.

Clinical Pathology Laboratories, Inc.

Phlebotomist
09.1999 - 05.2006

Job overview

  • Responsible for monitoring our Priority Process with one of our largest accounts to ensure the process is being followed from time of collection, process, and shipment.
  • Work closely to ensure success and customer satisfaction.
  • Collaborated with Patient Services in working on a process to ensure our STAT process was meeting TAT and that the client was being called within the expected time, resulting in customer satisfaction and retention.
  • Monitored logistics process to ensure we were meeting client expectation.
  • Increased client retention through personalized attention and proactive problem solving.
  • Conducted regular follow-ups with customers, solidifying relationships and ensuring ongoing satisfaction.
  • Learned and followed customer service policies and procedures to meet organizational and industry standards.
  • Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
  • Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Collaborated with cross-functional teams to deliver optimal solutions for customers'' needs.
  • Reduced response times by optimizing internal processes and utilizing resources effectively.
  • Implemented time-saving strategies to expedite resolution of customer concerns.
  • Balanced multiple priorities simultaneously while managing complex customer inquiries.
  • Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
  • Reduced patient anxiety through compassionate communication and expert venipuncture techniques.
  • Spoke with patient to gather information for lab records, reduce fear, or anxiety and optimize cooperation.
  • Continuously updated phlebotomy knowledge through professional development courses, ensuring best practices were upheld.
  • Upheld HIPAA compliance through careful management of confidential patient records and lab results.
  • Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
  • Minimized patient discomfort during blood draws by utilizing proper tourniquet application, needle selection, and insertion techniques.
  • Protected patients by following infection control, sharps disposal, and biohazardous waste disposal procedures.
  • Stocked phlebotomy cart or carrier with appropriate supplies.
  • Centrifuged blood samples as outlined in clinical protocols.
  • Packaged and shipped specimens to central lab daily.
  • Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
  • Increased patient satisfaction by providing efficient and accurate blood collection services.
  • Achieved successful venipunctures even in challenging situations such as pediatric or geriatric patients with difficult veins.
  • Strengthened rapport with patients using clear explanations of procedures to alleviate concerns or confusion.
  • Completed proper sanitation and cleaning of equipment and work areas between patients.
  • Assisted in training new phlebotomists, sharing expertise on proper technique and safety protocols.
  • Enhanced laboratory efficiency by processing, labeling, and storing specimens according to established protocols.
  • Provided excellent customer service while verifying patient information and insurance at registration.
  • Ensured timely test results by coordinating with medical staff for proper specimen handling and transport.
  • Expanded availability for blood draws by working flexible hours, including weekends and holidays when necessary.

Education

Polytechnic Institute
Houston, TX

Certified Medical Assistant from Nursing
08-1996

University Overview

  • 3.75 GPA

Skills

  • Friendly, positive attitude
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Time management
  • Attention to detail
  • Flexible and adaptable
  • Dependable and responsible
  • Multitasking
  • Excellent communication
  • Critical thinking
  • Computer skills
  • Organizational skills
  • Calm under pressure
  • Active listening

Languages

Spanish
Native or Bilingual

Timeline

Customer Solution Specialist

Quest Diagnostics
02.2016 - Current

Phlebotomy Group Lead

Quest Diagnostics
08.2012 - 02.2016

Phlebotomist

Clinical Pathology Laboratories, Inc.
09.1999 - 05.2006

Lead

Polytechnic Institute

Certified Medical Assistant from Nursing

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Veronica Gonzalez