Hope has been in the Insurance industry for 30 years with 25 of these years working in the call center environment. Hope has been employed with Sentry Insurance for 20 years. Hope recently transitioned into the role of Customer Delivery Manager for Sentry Insurance Consumer Products for Specialty Auto and Cycle. She is responsible for developing quality and training programs to align with enterprise customer experience expectations for both Specialty Auto and Cycle across Sentry’s US call centers and operational teams. Sentry’s customer base has a high Hispanic population therefore, Hope’s has developed quality and training programs supporting bilingual associates for Sentry. Additional responsibilities include collaboration with call center supervisors on trend awareness and creating action plans to address customer pain points. Hope has been a member of the QATC board since 2008 and enjoys networking with everyone that she has met through the call center community.