Hannah Priest
Austin,TX
Summary
Dynamic Customer Experience leader with a proven track record at Homecare Homebase, thoroughly resolving client issues and providing best practices and education opportunities. Skilled in troubleshooting, and training, I excel in mentoring, ensuring high-quality service and operational efficiency. Committed to driving performance improvement and fostering a collaborative team environment.
Overview
9
9
years of professional experience
Work History
Lead Customer Experience Technician
Homecare Homebase
Dallas, TX
04.2019 - 10.2025
- I lead a team of 5-8 people in Tier 1 and Tier 2. I assist them in career development, address performance concerns, identify growth opportunities and goals, and act as a leader and mentor.
- Resolved technical issues reported by our clients using SQL, the software base code, collaboration with colleagues and Product Owners, and other troubleshooting methods.
- Wrote SQL templates for our Tier 1 team to use to aid in research and data changes, which were later made available to customers in the form of front-facing tools. I also restructured this process, increasing output by nearly 50%.
- Evaluated our ticket queues to ensure we were addressing escalated and aging incidents timely and assigned resources accordingly
- Lead the week long technical training for new team members and created a new curriculum for future trainers
- Identify software bugs and wrote the reports, workarounds, and researched the cause and potential cleanup opportunities available prior to a permanent solution being implemented.
- Assisted our Implementation team in teaching clinicians how to effectively use Homecare Homebase and PointCare, our mobile application.
Shift Leader
Buon Giorno Coffee
Grapevine, TX
06.2016 - 03.2020
- Lead barista at a very high volume coffee shop.
- Oversaw management responsibilities such as inventory, ordering supplies, and conflict resolution as needed.
- Supervised daily operations to ensure optimal workflow and service quality.
- Trained and mentored new staff on standards and customer service techniques.
Licensed Customer Service Agent
Goosehead Insurance
Westlake, TX
03.2018 - 04.2019
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty. These included coverage changes and questions, billing issues, and claims reporting.
- Acted as a liaison between mortgage lenders and clients to ensure their policies met requirements.
- Counseled clients about their insurance coverages to assist them in tailoring their home and automobile policies to meet their specific needs
- Answered around 30 inbound phone calls per day and saw each issue to conclusion the same day.
Education
Bachelor of Arts -
Dallas Baptist University
Dallas, Texas, TXSkills
- Attention to detail
- Customer service
- Works Well Under Pressure
- Multitasking and organization
- Written/Verbal communication
- Troubleshooting
- Quality control
- Team Training
- Relationship building
- Performance improvement
Timeline
Lead Customer Experience Technician
Homecare Homebase
04.2019 - 10.2025
Licensed Customer Service Agent
Goosehead Insurance
03.2018 - 04.2019
Shift Leader
Buon Giorno Coffee
06.2016 - 03.2020
Bachelor of Arts -
Dallas Baptist University