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Hope brings over 14 years of experience in the wireless industry to the SNAPin team. Prior to joining SNAPin, Hope was as a consultant focused on planning and implementing programs targeted to the mobile operators that dramatically improved the customer experience and the company bottom line. Before becoming a consultant Hope spent 5 years at Western Wireless. As Executive Director, Customer Experience & Retention for Western Wireless, where she developed the customer segmentation, direct marketing, customer lifecycle management and customer retention. These programs impacted more than 1.3M customers and resulted in 150% increase in customer renewals, resulting in over $12 million in increased revenue annually. Prior to this role, Hope was the Director, Customers Systems in the IT organization. In this role Hope had full production and application development responsibilities. Prior to working at Western Wireless, Hope spent 8 years at Verizon Wireless in a variety of leadership roles focused on implementing customer facing technologies. Serving as the Associate Director for CRM Front End Systems group she led the regional teams through the development of the CRM roadmap for front-end systems including Credit & Collections, Point of Sale, Activations and Trouble ticketing, which was utilized by more than 16,000 employees across the sales and customer contact organization. Hope holds a Bachelor of Arts degree in education from Hamilton College located in Clinton, NY. Hope also holds a Six Sigma Black Belt Certification from Western Wireless. | 