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Justin Hoyt

@justinhoyt

Technical support and operations professional with experience in SaaS, CRM systems, workflow automation, billing, and customer service.

United States

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At Baam LLC / HL Pro Tools, I resolved technical issues across CRM systems, DNS, Microsoft 365, user access, and SaaS configurations. I administered Jira Service Desk workflows and connected support and onboarding processes using Zapier, REST APIs, and HighLevel CRM.

I also authored SOPs, troubleshooting articles, tooltips, and training resources, while coordinating user acceptance testing and tracking product issues with cross-functional teams. I joined as a Technical Support Specialist and was promoted to Product & Operations Lead after the first year.

At Zion HealthShare, I handled reimbursement, eligibility, and billing inquiries and troubleshot CRM ledger inconsistencies, access problems, and reimbursement workflows. I created communication templates and internal guides to support consistent billing service.

Experience

Work history, roles, and key accomplishments

Current

Warehouse Fulfillment

Current

Amazon

Jun 2025 - Present (1 year 4 months)

Sort packages into delivery bags, load carts, and stage shipments for drivers.

Billing Specialist

Zion HealthShare

Nov 2024 - May 2025 (6 months)

Handled reimbursement, eligibility, and billing inquiries; coordinated member and provider communications and documented issues for follow-up. Troubleshot CRM ledger inconsistencies, user access problems, and reimbursement workflows.

CRM Billing Reimbursement Eligibility Customer Support Troubleshooting SOPs Workflow Guides

Product & Operations Lead

Baam LLC / HL Pro Tools

Jun 2022 - May 2024 (1 year 11 months)

Joined as a Technical Support Specialist and was promoted to Product & Operations Lead. Troubleshot SaaS, CRM, DNS, Microsoft 365, and user access issues. Administered Jira Service Desk workflows and escalations. Built Zapier, REST API, and HighLevel automations. Created SOPs, knowledge articles, and onboarding guides; coordinated user testing and cross-team issue resolution.

CRM DNS Microsoft 365 SaaS Jira Service Desk Zapier REST APIs High Level CRM SOPs User Acceptance Testing

Customer Service Representative

ROI Call Center Solutions

Jan 2021 - Jun 2022 (1 year 5 months)

Supported customers with billing and technical questions using Excel, Zendesk, and CRM tools. Followed escalation procedures and helped train new hires.

Excel Zendesk CRM Customer Support Escalation Procedures Training

Customer Experience Specialist

StubHub

Jan 2019 - Dec 2020 (1 year 11 months)

Handled event ticketing, refunds, account questions, and escalations. Recommended improvements to internal support guidance.

Ticketing Refunds Customer Support Escalation Management Process Improvement

Technical Agent

Vivint SmartHome

Jul 2016 - Feb 2018 (1 year 7 months)

Troubleshot smart-home devices, routers, firmware, connectivity, and mobile apps. Guided customers through updates, configuration, and access recovery.

Smart Home Devices Routers Firmware Connectivity Mobile Apps Troubleshooting Customer Support

Education

Degrees, certifications, and relevant coursework

Utah Valley University

Certificate of Proficiency - Information Technology, Information Technology

Completed coursework in Information Technology and Computer Science, earning certificates of proficiency in Information Systems and Technology and Information Technology.

Utah Valley University

Certificate of Proficiency - Information Systems and Technology, Information Technology

Completed coursework in Information Technology and Computer Science, earning certificates of proficiency in Information Systems and Technology and Information Technology.