Hope Stephenson
@hopestephenson
Customer experience professional who builds teams, improves processes, and drives compliance.
United StatesWhat I'm looking for
I’m a results-driven customer experience professional focused on team development, process improvement, and high-performance cultures. In my roles, I’ve supported onboarding and systems training, coached peers on customer service best practices, and contributed to performance through KPI monitoring and consistent compliance standards.
I also lead engagement and recognition efforts—designing and executing morale-boosting initiatives through an Engagement Committee and authoring instructional knowledge base articles to keep teams aligned and operating within expectations. From handling complex escalations and researching account discrepancies to coordinating remote operations and supporting program fulfillment with SLAs, I bring a structured, people-first approach—currently strengthening my people-leadership capabilities through an MS in Human Resource Management.
Experience
Work history, roles, and key accomplishments
Served as an informal team leader supporting new hire onboarding, systems training, and nesting. Led engagement and recognition initiatives, authored knowledge base articles for investor services procedures, mentored peers, and resolved escalated customer issues while maintaining strong compliance results.
Managed high volumes of customer inquiries and financial transactions using customer support and CRM/ticketing platforms. Supported customers through loan application processes with an emphasis on accuracy, compliance, and empathetic, problem-solving communication.
Program Operations Coordinator
Ebbo
Aug 2020 - Feb 2024 (3 years 6 months)
Acted as the primary customer support liaison for loyalty and rewards program inquiries. Coordinated with project managers to ensure timely prize fulfillment under SLAs, analyzed customer feedback to identify service gaps, and trained peers.
Processed auto loan applications with an emphasis on documentation accuracy and data validation. Performed identity verification to help prevent fraud, and communicated with clients to clarify requirements and streamline the application process.
Operations Coordinator & Reconciliation
The Carpionato Group
Apr 2017 - Oct 2018 (1 year 6 months)
Led front desk, night audit, and reservation operations to deliver consistent guest experiences. Served as a lead loyalty champion across properties, trained new front desk staff, conducted daily financial audits, resolved guest complaints, and used Opera PMS for payments, reservations, and inventory records.
Judicial Administrative Assistant
Newport County Courthouse
Oct 2016 - Dec 2016 (2 months)
Provided administrative support to the Department of Children, Youth, and Families (DCYF) and managed high-volume case documentation. Updated and maintained case files in RICHIST, assisted with probation tracking using the 3M system, and handled confidential client communication.
Education
Degrees, certifications, and relevant coursework
Touro University Worldwide
Master of Science in Human Resource Management, Human Resource Management
Pursuing a Master of Science in Human Resource Management at Touro University Worldwide, with an expected completion year of 2027.
University of Rhode Island
Bachelor of Arts, Women and Gender Studies
Earned a Bachelor of Arts in Women and Gender Studies from the University of Rhode Island in 2015.
University of Rhode Island
Bachelor of Arts, History
Earned a Bachelor of Arts in History from the University of Rhode Island in 2015.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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