Desiree Therrien Email & Phone Number

Waterville, Maine, United States

Brunswick, Me

Lead the charge in overseeing Quality Assurance initiatives and orchestrating the seamless integration of AI technologies into our operational processes. My responsibilities include guaranteeing the delivery of top-notch software, steering AI projects, and implementing advanced testing methodologies. With a robust background in Organizational Quality Assurance leadership, a profound understanding of AI, and a knack for fostering collaboration across cross-functional teams, I served as a dynamic leader passionately contributing to the shaping the future at SaviLinx.

Managing daily operations for BPO call center contracts at SaviLinx. Serving as the primary point of contact for our client partner(s), providing frequent and comprehensive updates about the performance of the program, and filling any gaps necessary to ensure the program’s success. Taking steps to ensure performance metrics are continuously met and that staffing is appropriate based on historical data and recent events.

Brunswick, Maine, United States

Managed day-to-day operations, in a supervisor role, of the Jyve Program at SaviLinx. Facilitated face-to-face coaching and feedback on a daily and weekly basis. Managing workforce management, ticket assignment, quality assurance, and completing ongoing client communication. Throughout my time in this position, my objective was to develop entry-level agents into expert-level support staff. Completing various program manager duties to prepare me for promotion, such as running and building excel reports, maintaining approved time-off requests, quarterly business review attendance, preparation and presentation, standard operating procedure, and content development for internal and external use, and managing personnel/HR incidents.

Belfast, Maine, United States

Answering inbound calls from medical professionals and their staff who need support with athenahealth electronic medical records system. After I completed the required training and nesting period for the entry level position I was hired for, I was recruited for a specialty team called the Nerve Center; a team of agents skilled to provide top-tier service, handling the most challenging calls in the athenahealth call center.

Oakland, Maine, United States

Answered inbound calls from customers and prospective customers for support with account management, new account creation, billing, sales, and tech support. Within my first year, I was promoted to CSR II to handle more complex billing and technical support inquiries. Throughout my last two years with T-Mobile, I became a mentor on my team and supported the team by completing daily one-call-resolution audits, coaching feedback obtained from audits, and supporting my teammates by meeting with them and generating performance improvement plans to assist them in overcoming challenges with meeting KPIs.

Hallowell, Maine, United States

Provided daily support to adults with mental health conditions, providing supervision and therapeutic support to people struggling with severe and persistent mental illness, to help them achieve the highest level of independence possible. Daily documentation, and Frequent Travel completed.