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Tomeka Gonzales

@tomekagonzales

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Customer success leader blending data analysis with empathetic support.

United States

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What I'm looking for

I’m seeking a customer-success or support leadership role where I can combine data-driven insights, coaching, and cross-functional collaboration to improve member outcomes, streamline workflows, and scale high-quality, empathetic support.

I am a versatile customer success and healthcare support professional with 15+ years guiding patients and users through complex systems, resolving issues quickly, and improving service quality. I combine hands-on SaaS troubleshooting and CRM expertise (Salesforce, Zendesk) with analytical skills in SQL, Python, Tableau, Excel, and Power BI to identify trends and optimize workflows.

I've led training, QA, and real-time support teams while providing multi-channel member assistance and HIPAA-compliant healthcare support. Known for a detail-oriented, empathetic approach, I drive cross-functional collaboration to reduce friction, improve outcomes, and deliver measurable service improvements.

Experience

Work history, roles, and key accomplishments

Member Experience Specialist

Eden Health

Mar 2025 - Oct 2025 (7 months)

Managed inbound member inquiries, documented interactions in CRM, identified trends in feedback and escalated order issues, improving resolution efficiency and member experience.

Customer Success CRM Troubleshooting Escalation Management & QA Data Analysis

Client Support Specialist

Connect for Health Colorado

Oct 2024 - Feb 2025 (4 months)

Assisted clients with health insurance eligibility and compliance inquiries, guided corrections and updates, and collaborated with team leads to resolve complex cases in a high-touch support role.

Health Insurance Eligibility Customer Service & Compliance CRM Case Management Cross Functional Collaboration

Technical Support Supervisor

Teaching Strategies

Feb 2021 - Jul 2024 (3 years 5 months)

Led frontline SaaS support teams, provided floor coaching and real-time escalation handling, conducted QA reviews, and created onboarding materials to improve team performance and accuracy.

SaaS Support Team Leadership Coaching & QA Onboarding Troubleshooting

Customer Support Agent

Levi's

Oct 2020 - Jan 2021 (3 months)

Supported customers with order placement, tracking, returns, and refunds via phone and email, ensuring clear communication and timely resolution of shipping and product issues.

Order Management Customer Support Returns Processing Refunds Phone Support Email Support CRM

Customer Service Agent

Infocu5

Feb 2020 - Aug 2020 (6 months)

Provided multi-channel customer support for multiple clients, managed orders and CRM records, processed adjustments and refunds, and delivered device troubleshooting to maintain client satisfaction.

Order Management CRM Troubleshooting Refunds Data Entry Client Communication

Veterinary Technician

Animal Health Care Denver

Jan 2014 - Dec 2019 (5 years 11 months)

Performed blood draws, catheter placements, X-rays, medication prep, and EMR management to support accurate diagnoses and patient care while educating clients on treatment plans.

Phlebotomy Medication Preparation AVImark Animal Care