Tomeka Gonzales

Versatile customer success and healthcare support professional with 15+ years of experience guiding patients and users through complex systems, resolving issues quickly, and improving service quality. Skilled in SaaS troubleshooting, CRM platforms (Salesforce, Zendesk), and cross-functional collaboration, with experience leading training, QA, and real-time support. Brings strong analytical skills with SQL, Python, Tableau, Excel, and Power BI to identify trends, reduce friction, and enhance workflows.

Known for a detail-oriented, empathetic approach that blends data insights with meaningful customer service engagement. I will take the intuitive when I see a problem, very adaptable, very capable of supporting a team, keeping them focused.

Member Experience Specialist at Eden Health (2025-03 – 2025-10)

Managed inbound member inquiries and provided customer success support for healthcare platform

• Managed inbound member inquiries, providing accurate information on product use, processes, and procedures with professionalism
• Documented all member interactions and activities within CRM systems to ensure thorough record keeping
• Identified and escalated order issues, collaborating with internal teams to resolve concerns efficiently
• Recognized trends in member feedback and communicated findings to leadership for process improvement
• Assisted members with troubleshooting, ensuring completion of medical questionnaires and facilitating seamless consultations

Client Support Specialist at Connect for Health Colorado (Hire Connections) (2024-10 – 2025-02)

Provided health insurance support and enrollment assistance for ACA marketplace

• Assisted clients with inbound health insurance inquiries, ensuring eligibility accuracy and timely resolution
• Guided clients through corrections, updates, and compliance requirements, maintaining high service standards
• Collaborated with team leads to resolve complex cases, ensuring clear communication and follow-through

Technical Support Supervisor (Tier 1) at Teaching Strategies SaaS Platforms (Intouch CX) (2021-02 – 2024-07)

Led frontline technical support team with supervisory and QA responsibilities

• Led frontline support by providing floor support, coaching, and real-time escalation handling
• Diagnosed technical issues across apps, devices, and user accounts
• Conducted QA reviews to improve accuracy and communication quality
• Trained new hire groups and created onboarding materials to strengthen team performance

Customer Support Agent at Levi's (24-7 Intouch) (2020-10 – 2021-01)

Provided customer support for retail e-commerce operations

• Supported customers with order placement, tracking, and resolution of shipping or return issues via phone and email
• Guided customers on product recommendations, policies, and returns, ensuring a positive service experience
• Processed refunds and handled inquiries, maintaining clear and professional communication

Customer Service Agent at Infocu5 (2020-02 – 2020-08)

Provided multi-company customer service support across various channels

• Provided customer service support for multiple companies, handling inquiries and resolving issues across various channels
• Created and managed orders for clients using different CRM systems, ensuring accuracy and timely processing
• Adjusted, canceled, and refunded orders as needed, maintaining detailed records and clear communication
• Delivered product information and troubleshooting support for multiple devices, ensuring customer satisfaction

Veterinary Technician at Animal Health Care Denver / Cottonwood Animal Clinic (2014 – 2019)

Provided veterinary technical support including clinical procedures and medical records management

• Conducted blood draws, inserted catheters, performed X-rays, and prepared medications, consistently enabling accurate diagnoses and supporting prompt patient care
• Handled electronic medical records with accuracy, ensuring data integrity and seamless access to patient information for quality assurance in veterinary practices
• Educated clients on treatment plans, medication use, and emergency signs
• Used EzyVet, VetRx, AviMark as the EMR programs

Associate of Applied Science in Animal Technology – Bel-Rea Institute of Animal Technology