Therese Harris-Stiles
Knoxville,TN
Summary
Customer-first operations leader with 20+ years of experience designing and scaling quality frameworks, training programs, and contact center strategies in healthcare, telecommunications, and regulated environments. Career-long focus on quality, from QA analyst to enterprise-level project manager, with emerging skills in AI-powered QA and training tools, including Talkdesk Copilot and ChatGPT for content development, coaching support, and SOP optimization. Known for delivering QA systems, performance management tools, and coaching models that improve customer satisfaction, compliance, and retention.
Overview
23
23
years of professional experience
Work History
Director of Enrollment Operations
Scene Health
Remote, MD
11.2024 - 05.2025
- Designed and launched the department’s first quality management and performance framework.
- Standardized scripting and QA coaching, improving enrollment, adherence, and compliance scores.
- Integrated automation in Talkdesk and Salesforce to streamline QA scoring and reporting.
- Initiated weekend and evening outreach operations, increasing patient reach and program adherence.
Director of Call Center Operations
Anne Arundel Dermatology
Linthicum Heights, Maryland
04.2022 - 11.2024
- Led QA design for centralized call centers serving 270+ providers across 112 locations.
- Directed 6 contact center managers in multi-site, omnichannel environments (voice, chat, email, SMS).
- Spearheaded 7 enterprise-level technology projects as SME, including CRM integrations.
- Achieved 10% YoY increase in patient encounters and 6% reduction in no-show rates.
- Created training programs and performance dashboards adopted enterprise-wide.
- Launched 3 new centers and transitioned the team to a fully remote model.
Director of People Development
DreamCSX
Louisville, Tennessee
10.2017 - 02.2018
- Designed client-specific training that secured new long-term contracts.
- Developed KPI structures and coached supervisors, increasing service & sales output by 15%.
- Managed onboarding process for new hires to ensure smooth integration.
- Built and launched the company's only live Chat and inbound call center programs.
Quality Assurance Analyst
DuPage Medical Group
Downers Grove, Illinois
09.2016 - 10.2017
- Audited patient calls for compliance, accuracy, and service quality.
- Delivered insights that improved HIPAA adherence and scheduling accuracy.
Quality Assurance & Call Monitoring Supervisor
US Cellular
Chicago, Illinois
04.2002 - 08.2011
- Led quality and risk mitigation strategy for 7 regional centers in a Fortune 500 network.
- Created QA frameworks used enterprise-wide, improving CSAT by 20%.
- Designed and delivered training for 25 QA specialists and 6 advocate leaders.
- Partnered with IT to recover $20K in at-risk revenue through process improvements.
Education
Bachelor of Arts - Visual Communications
International Academy of Design And Technology
Chicago, IL08-2011
Skills
- Quality Framework Development & Project Management
- Omni-Channel Call Center Leadership
- Coaching & Agent Enablement Strategy
- Performance Management Systems
- CRM & Tech Integrations (Salesforce, NICE, Talkdesk)
- QA & Compliance (HIPAA/TCPA)
- Training Design & Delivery
- Operational Scaling & Change Leadership
Accomplishments
- US Cellular Coach Award
- US Cellular Excellence Award
- Vendor Relationship Award
Timeline
Director of Enrollment Operations
Scene Health
11.2024 - 05.2025
Director of Call Center Operations
Anne Arundel Dermatology
04.2022 - 11.2024
Director of People Development
DreamCSX
10.2017 - 02.2018
Quality Assurance Analyst
DuPage Medical Group
09.2016 - 10.2017
Quality Assurance & Call Monitoring Supervisor
US Cellular
04.2002 - 08.2011
Bachelor of Arts - Visual Communications
International Academy of Design And Technology