John Steinbeck
@johnsteinbeck
Customer support specialist driving SaaS healthcare solutions and operational improvements.
United StatesWhat I'm looking for
I am a results-driven IT solutions analyst and customer support specialist with extensive experience supporting healthcare SaaS applications, business systems, and analytics platforms. I translate complex technical issues into clear business value while maintaining compliance and data integrity.
I have delivered Tier 1 and 2 support for healthcare compliance and analytics products, authored 40+ SOPs, led QA testing, and mentored support teams to improve resolution times and customer satisfaction. I also modernized operations and reporting as a financial and operations lead, increasing net income and streamlining vendor processes.
My background includes large-scale recruiting operations, quality assurance program development, early-career software and integration roles in the US Air Force, and founding a residential rebuilding company—demonstrating adaptability, leadership, and a focus on process-driven results.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
symplr
May 2022 - Jul 2025 (3 years 2 months)
Delivered Tier 1 and 2 SaaS support for healthcare compliance and analytics products, achieving a 98% resolution rate within SLA and reducing resolution times by 27% through documentation and process improvements.
Financial Manager / Operations Lead
Damian Community
Dec 2020 - Apr 2022 (1 year 4 months)
Modernized property management workflows and reporting, increasing net income by 8% and reducing maintenance turnaround time by 35% through vendor and payment process improvements.
Office Operations Supervisor
U.S. Census Bureau
Oct 2019 - Nov 2020 (1 year 1 month)
Led regional recruiting operations, hiring and onboarding 18,000+ applicants within 14 months and supervising payroll and compliance for 29 staff with zero audit findings.
Quality Assurance Specialist
NuMOTION / MEDSOURCE
Jul 2017 - Sep 2019 (2 years 2 months)
Established regional operations and QA protocols, ensuring 100% monthly inventory accuracy and achieving a 98% client satisfaction score through proactive QA and communication.
Customer Care Agent
Convergys
Apr 2011 - Jun 2017 (6 years 2 months)
Handled up to 45 daily inbound healthcare and insurance support calls, maintaining a 97% customer satisfaction rating and improving call resolution speed by 22% through standardized troubleshooting scripts.
Education
Degrees, certifications, and relevant coursework
University of Arizona
Bachelor of Science, Management Information Systems
Earned a Bachelor of Science in Management Information Systems from the University of Arizona.
United States Air Force Squadron Officer School
Professional Military Education, Leadership / Officer Professional Military Education
Completed the Squadron Officer School intensive in-residence leadership training for USAF officers.
New Horizons
Professional Development / Certification Preparation, Project Management
Completed PMP® exam preparation (PMBOK® 6th) and a Microsoft Project fundamentals course through New Horizons.
Embry-Riddle Aeronautical University
Master of Business Administration, Aviation Management
Completed an MBA with a focus on Aviation Management at Embry-Riddle Aeronautical University.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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