Summary
Overview
Work History
Education
Skills
Timeline
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Bret Hollandsworth

Summary

Dedicated customer service professional with a proven record of delivering exceptional, multi-channel support through active listening, effective problem-solving, and rapport-building. Skilled at de-escalating issues, staying composed under pressure, and turning challenges into opportunities to enhance customer satisfaction and loyalty. Adept at documenting interactions with accuracy, managing sensitive information, and supporting risk-aware, solution-driven service in fast-paced environments.

Overview

4
4
years of professional experience

Work History

Customer Service Representative

Highmark Health
08.2024 - Current
  • Delivered empathetic, professional, and solutions-focused support across phone, email, and chat channels, ensuring a seamless customer experience in line with CARES model principles.
  • Investigated and resolved complex customer inquiries related to insurance claims, interpreting policy details and recommending appropriate solutions to drive first-contact resolution.
  • Demonstrated critical thinking and sound judgment when navigating sensitive or escalated issues, partnering with internal departments to ensure timely, accurate outcomes.
  • Utilized CRM and claims systems to document all customer interactions, complete service requests, and maintain compliance with regulatory and quality standards.
  • Managed a high-volume caseload with precision, balancing multiple priorities while meeting service-level agreements in a dynamic remote environment.

Customer Service Leasing Specialist

Common Living
03.2023 - 03.2024
  • Built strong relationships with clients by addressing service inquiries and resolving issues with a customer-first mindset.
  • Managed multiple leasing portfolios and communications simultaneously, using organizational tools and CRM platforms to manage property needs and lead tracking.
  • Trained team members on CRM and service strategies to support team performance and retention.
  • Applied critical thinking to resolve disputes, improve tenant satisfaction, and enhance operational efficiency.

Members Service Associate

Stansberry Research
03.2021 - 07.2022
  • Handled high volumes of inbound calls and emails in a dynamic financial services environment, delivering prompt, customer-focused support while prioritizing urgent client needs.
  • Utilized CRM tools and internal systems to update accounts, manage client records, and ensure thorough, accurate documentation of all service interactions.
  • Resolved customer issues through active listening, clear communication, and a detail-oriented approach that supported client retention and satisfaction.
  • Collaborated cross-functionally with editorial and marketing teams to ensure consistent, compliant client messaging and enhance the overall customer experience.

Education

Bachelor of Arts - Criminal Justice And Sociology

Mount St. Mary's University
Emmitsburg, MD
05-2019

Skills

  • Client-Focused Communication
  • CRM Systems Proficiency
  • Escalation & Conflict Resolution
  • Self-Directed Learner
  • Detail-Oriented & Analytical
  • Highly Organized
  • Proactive & Collaborative Team Player
  • Strong Rapport-Building Skills

Timeline

Customer Service Representative

Highmark Health
08.2024 - Current

Customer Service Leasing Specialist

Common Living
03.2023 - 03.2024

Members Service Associate

Stansberry Research
03.2021 - 07.2022

Bachelor of Arts - Criminal Justice And Sociology

Mount St. Mary's University

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