Open to opportunities

Anna Torres-Gonzalez

@annatorresgonzalez

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Customer Support & Technical Specialist | Website Optimization | CRM & Data-Driven Solutions

United States

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What I'm looking for

I seek remote, non-phone roles focused on email/ticket support where I can resolve complex issues, improve processes, mentor peers, and work within compliant, collaborative teams.

Experienced Customer Support & Technical Specialist with over 15 years in technical troubleshooting, website management, and CRM systems. Skilled in website optimization, domain configurations, and process improvement, helping businesses streamline operations and enhance their digital presence.

Proficient in Salesforce, data analytics, and workflow automation, with experience across SaaS, healthcare, finance, and digital marketing industries. Currently pursuing the Google Data Analytics Certificate to deepen expertise in SQL, data visualization, and automation tools. Passionate about solving complex challenges, improving customer experiences, and driving operational efficiency. Always eager to learn, adapt, and contribute to high-performance teams.

Experience

Work history, roles, and key accomplishments

Email Support Specialist

Minted

Provided high-volume email support for an e-commerce platform, resolving order issues (shipping delays, refunds, replacements, promotions) and documenting cases to meet service recovery policies and escalation workflows.

Email Support Order Management Documentation Escalation Management

Technical Support Analyst

Mural Consulting

Provided Tier 1–2 Microsoft 365 and SharePoint support, assisted with account access, permissions, and migrations, and managed tickets with clear documentation and follow-up.

SharePoint Account Access Permissions Migration Ticketing Documentation

Claims Resolution Specialist

Covetrus

Resolved billing and claims issues via written communication, applying compliance guidelines to ensure accurate resolutions and maintain case documentation.

Billing Support Written Communication Compliance Case Management Documentation

Technical Support Specialist

CPA Site Solutions

Delivered technical email and ticket-based support for website users, troubleshooting DNS, website, email, and Microsoft 365 issues and escalating complex cases with detailed documentation.

Technical Troubleshooting DNS Email Support Ticketing Documentation Escalations

Customer Service Representative

Faneuil

Supported customers through structured service workflows, maintained compliance and performance metrics, and executed service recovery processes.

Customer Service Workflows Performance Metrics Compliance Service Recovery Ticketing Written Communication

Customer Experience Lead

Great Clips

Managed high-volume customer service in a fast-paced environment, led onboarding and mentoring of new hires, and handled escalations and service recovery initiatives.

Team Leadership Onboarding Mentoring Customer Experience Escalation Management Service Recovery