Veronica Pedroza
El Paso,TX
Summary
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Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
18
18
years of professional experience
Work History
CSR
Hart Medical Equipment
06.2025 - 10.2025
- Assisted customers with product inquiries and equipment usage guidance.
- Maintained accurate records of customer interactions and transactions in CRM system.
- Collaborated with team members to improve service delivery and response times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Met customer call guidelines for service levels, handle time and productivity.
- Resolved customer complaints effectively, ensuring timely follow-up and resolution.
Pharmacy Technician
Meijer
10.2016 - 10.2023
- Assisted pharmacists in preparing and dispensing medications accurately.
- Managed inventory levels and conducted regular stock checks for medications and supplies.
- Operated pharmacy software/ to process prescriptions efficiently and maintain patient records.
- Assisted in training new team members on standard operating procedures to ensure consistent quality of service across the entire team.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Reduced medication errors by diligently cross-checking medications against patients'' profiles before dispensing.
- Collected co-payments or full payments from customers.
- Maintained clean and organized work environment, adhering to health and safety standards.
- Ordered medicines daily to replenish stock and increase inventory in anticipation of need.
- Participated in community health events, representing pharmacy and providing valuable health information.
- Streamlined drug distribution processes, reducing wait times for patients.
- Enhanced patient care by accurately filling prescriptions under pharmacist supervision.
- Implemented system for tracking expired medications, ensuring pharmacy compliance with regulations.
- Provided exceptional customer service, resolving queries and concerns with empathy and professionalism.
- Utilized pharmacy management software to process prescriptions efficiently.
- Supported insurance claim processing, facilitating smoother patient transactions.
- Welcomed customers to pharmacy and answered questions relating to prescriptions and over-the-counter products.
- Managed opening and closing duties for pharmacy.
- Prepared packaging and labels for prescriptions, verifying accuracy of dosage, side effects, interactions, and refill instructions.
- Monitored ordering of pharmacy medication stock to maintain streamlined inventory and low overhead.
- Provided excellent customer service by answering inquiries about medications and health products.
- Ensured compliance with safety protocols and regulatory standards during medication handling.
- Collaborated with healthcare professionals to address prescription-related issues effectively.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Provided exceptional customer service, fostering positive relationships with both new and returning patients at the pharmacy counter.
- Improved patient satisfaction by efficiently processing prescriptions and managing inventory in a timely manner.
- Entered and processed patients' prescriptions into internal system.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Increased overall pharmacy productivity by restocking supplies, organizing shelves, and maintaining cleanliness according to standards.
- Counted and labeled prescriptions with correct item and quantity.
- Coordinated verification and filling of more than daily 1,000 prescriptions in high-volume retail pharmacy environment.
Health Unit Coordinator
University Medical Center of El Paso
10.2007 - 10.2016
- Coordinated patient admissions, discharges, and transfers to ensure seamless operations.
- Managed communication between healthcare teams, enhancing information flow and collaboration.
- Scheduled and confirmed appointments, optimizing clinic workflow and patient access.
- Maintained accurate electronic health records, ensuring compliance with regulatory standards.
- Streamlined supply chain processes by monitoring inventory levels and ordering necessary supplies.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Enhanced communication between medical staff by promptly answering phone calls, relaying messages, and responding to inquiries.
- Assisted nursing staff with daily tasks, contributing to a well-organized and efficient unit environment.
- Assembled and maintained patient medical records and other documents related to patient care.
- Assisted with processing patient admissions, transfers and discharges.
- Increased efficiency in the workplace by training new Health Unit Coordinators on policies, procedures, and software applications.
- Managed multiple priorities simultaneously while maintaining attention to detail under pressure in a fast-paced healthcare environment.
- Responded to patient call lights to expedite appropriate follow-through.
- Ensured patient safety through strict adherence to HIPAA regulations and maintaining confidentiality of sensitive information.
- Provided exceptional customer service by addressing patient concerns with empathy and professionalism.
- Maintained accurate patient records through diligent data entry and timely updates in the electronic health record system.
- Ordered supplies proactively to ensure adequate stock levels were maintained at all times within the health unit.
- Contributed to a welcoming environment for patients and their families as the first point of contact at the health unit''s reception desk.
- Provided concierge service to assist patients and families and direct them to available resources.
- Entered work orders into computer system for appropriate departments regarding maintenance issues and biomed needs.
- Facilitated smooth transitions during shift changes by diligently preparing handoff reports for incoming staff members.
- Aided physicians'' workflow efficiency by accurately transcribing orders into appropriate systems.
- Improved accuracy of medical records by diligently entering patient information and updating charts to ensure up-to-date healthcare data.
- Reduced administrative burden on nurses and doctors by taking on additional clerical tasks, allowing more focus on patient care.
- Improved operational efficiency by implementing digital filing system for patient records, reducing retrieval time and storage space.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
Education
No Degree - Health Unit Coordinator
El Paso Community College
El Paso, TX09-2007
High School Diploma -
Jonesville
Jonesville, MI03-2004
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Complaint resolution
- Professional telephone demeanor
- Microsoft outlook
- Order processing
- Documentation
- Staff training
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
CSR
Hart Medical Equipment
06.2025 - 10.2025
Pharmacy Technician
Meijer
10.2016 - 10.2023
Health Unit Coordinator
University Medical Center of El Paso
10.2007 - 10.2016
No Degree - Health Unit Coordinator
El Paso Community College
High School Diploma -
Jonesville