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
SYCustomer 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.
UBOffice 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
UAUniversity 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.
EUEmbry-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
Interested in hiring John?
You can contact John and 90k+ other talented remote workers on Himalayas.
Message JohnFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
