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Oliver Holness

@oliverholness

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Remote customer support specialist with 5+ years in high-volume, compliant call centers.

United States

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What I'm looking for

I’m looking for a fully remote role where I can own customer outcomes end-to-end—handling high-volume calls/chats, meeting compliance and quality standards, and partnering with teams to resolve issues on the first contact.

I’m a remote customer support professional with 5+ years resolving high-volume phone and chat inquiries from a home office in fast-paced, regulated environments. I consistently meet quality, compliance, and productivity targets independently, with no in-person supervision needed.

I build rapport quickly, de-escalate frustrated customers, and explain complex information in clear, simple terms. I also log every interaction accurately in the CRM so customers and future agents never have to repeat themselves.

My background spans insurance-focused support and advising, including policy changes, coverage questions, billing disputes, and tailored consults. I translate dense policy language into plain English while maintaining strict compliance and documentation standards.

Across roles, I’ve partnered remotely with claims, billing, and underwriting teams to resolve issues on the first contact. I’m a self-directed, reliable communicator who manages competing priorities without losing accuracy.

Experience

Work history, roles, and key accomplishments

Property & Casualty Agent

Everise / State Farm

Oct 2024 - Jun 2026 (1 year 8 months)

Provided remote support for policy changes and coverage questions, translating dense policy language into plain English. Maintained strict compliance and documentation standards while handling billing disputes with an empathetic approach. Customer satisfaction surveys always top 30%.

Coverage Compliance Documentation Billing Disputes Active Listening

Customer Support Specialist

Teleperformance

Oct 2025 - Apr 2026 (6 months)

Handled high-volume inbound calls from a home office, helping customers select health plans and resolve issues while meeting time and quality-score expectations. Customer satisfaction surveys always top 10%. Logged interactions accurately in the CRM and de-escalated frustrated callers with clear explanations.

Inbound Calls Health Plan Support Customer Escalation Active Listening Time Management

Insurance Broker

Compass Health

Jul 2024 - Jul 2025 (1 year)

Conducted one-on-one virtual consultations to understand each customer’s needs before recommending a solution. Built client relationships through consistent follow-up and no-pressure guidance from a home-based setup. Excelled in Customer satisfaction and cross selling.

Virtual Consultations Needs Assessment Insurance Brokerage Client Relationships No Pressure Guidance

Insurance Broker

Health Express Direct

Oct 2023 - Mar 2024 (5 months)

Provided tailored coverage recommendations by asking the right questions and listening to customer concerns. Focused on earning trust to improve conversion rather than relying on scripted sales tactics.

Coverage Recommendations Customer Discovery Insurance Brokerage Trust Questioning Skills Active Listening

Property & Casualty Agent

TTEC / Progressive

Jan 2023 - Sep 2023 (8 months)

Guided customers through auto policy decisions by simplifying technical coverage details over the phone. Coordinated remotely with claims, billing, and underwriting teams to resolve customer issues on first contact.

Cross Functional Collaboration Claims Coordination Billing Support Underwriting Phone Customer Support

Health Insurance Agent

TTEC / BCBS

Jul 2022 - Dec 2022 (5 months)

Helped individuals and Medicare-eligible customers choose the right coverage, often for first-time navigators. Used extra patience and clarity when supporting elderly and first-time callers.

Health Insurance Support Medicare Eligible Customer Support Elderly Customer Support Active Listening

Life Insurance & Back Office Support

Life at Glenwood

Jun 2021 - Aug 2021 (2 months)

Verified applications and maintained accurate customer records, catching errors before they became customer problems. Supported back-office operations with a focus on record accuracy.

Back Office Support Documentation

Health Insurance Agent

Everise (Cigna)

Oct 2020 - Jan 2021 (3 months)

Educated customers on their coverage while strictly following data security and privacy protocols. Built a foundation of remote, phone-based customer service practices used across subsequent roles.

Data Security Phone Customer Service Active Listening