Krischka Nadine Smit
Cape Town
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed. Motivational leader and organizational problem-solver with advanced supervisory, team building and problem solving skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
3
3
years of professional experience
Work History
Fronting Department Manager
USA Global Marketing Inc.
Cape Town
07.2023 - 07.2024
- Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
- Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
- Created a positive work environment by setting clear expectations and providing resources necessary for success.
- Set objectives for teams based on organizational goals; monitored performance against targets; provided feedback and took corrective action when needed.
- Developed and implemented team-building strategies to promote collaboration and cohesion.
- Oversaw daily workloads and workflow for smooth operations.
- Delegated work assignments and prioritized tasks.
- Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth.
- Initiated training sessions and coached employees to develop effective staff.
- Fostered an inclusive team culture, promoting diversity and encouraging innovative ideas.
- Encouraged continuous learning and professional development within the team, facilitating external and internal training opportunities.
- Recognized and rewarded team and individual achievements, boosting morale and motivation.
- Coordinated with other departments to ensure seamless project integration and timely completion of objectives.
- Led a diverse team of 70 - 100 members, across the Phillipines, South Africa, Egypt, Mexico and Argentina - fostering a collaborative and high-performance culture.
- Provided regular reports to senior management on team performance, challenges, and strategic recommendations.
- Supported HR staff with recruiting and retaining high-performing talent.
- Set clear team goals and monitored progress, adjusting strategies as needed to meet targets.
- Conducted regular performance evaluations, providing constructive feedback and personal development plans.
- Partnered with upper management and HR to identify effective resolutions for employee relations issues.
- Managed remote teams effectively, using virtual communication tools to maintain engagement and productivity.
- Negotiated conflict resolution among team members, ensuring a harmonious work environment.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Reviewed completed work to verify consistency, quality, and conformance.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Trained new agents on script and objection handling.
- Conducted regular assessments of agents' adherence to quality assurance and professionalism guidelines, offering valuable feedback for enhancement.
QC Monitor and Team Lead for Fronting Department
USA Global Marketing
Cape Town
03.2022 - 06.2023
- Developed methods for tracking progress against goals set by management.
- Provided technical support when necessary to resolve system issues or errors.
- Created and maintained documentation on sales processes, policies and training materials and assisted with onboarding new talent.
- Motivated sales professionals by delivering positive reinforcement and constructive feedback.
- Identified appropriate solutions to minimize issues and quickly solve problems.
- Used video conferencing solutions to communicate and train personnel in remote offices.
- Delivered consistent one-on-one and group training sessions to help professionals improve skills and selling techniques.
- Coached staff on strategies to enhance performance and improve customer relations.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Established clear team goals aligned with company objectives, tracking progress regularly.
- Completed daily quality assurance duties to provide feedback for improvements.
- Monitored key performance indicators (KPIs) to assess team effectiveness.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Maintained positive working relationship with fellow staff and management.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Promoted to leadership position in recognition of strong work ethic and team productivity and innovation.
Closing Department QC Monitor
USA Global Marketing Inc.
Cape Town
12.2021 - 03.2022
- Prevented unauthorized behaviors with continuous monitoring.
- Maintained database and regular logs of daily monitoring activities.
- Monitored live customer calls and provided real-time feedback to teamleads.
- Documented any violations of company policies observed during monitored calls.
- Conducted regular call monitoring of agents to ensure adherence to company policies and procedures.
- Reviewed recordings of past calls between customers and agents in order to provide constructive criticism or praise as appropriate.
- Reviewed established procedures to assess areas in need of improvement.
Fronter Agent
USA Global Marketing Inc.
Cape Town
10.2021 - 12.2021
- Sustained compliance with company policies for data security, privacy regulations, and ethical sales practices.
- Identified customer needs and provided tailored solutions to meet their requirements.
- Achieved monthly sales targets set by management team.
- Maximized lead conversion rates by promptly calling auto-generated leads and employing effective objection handling and rebuttal strategies to build trust with prospects.
- Skilled at excelling in dynamic and pressure-filled settings focused on meeting objectives.
- Determined buying cues and seamlessly redirected calls to appropriate departments.
- Consistently achieved KPI goals while maintaining a high standard of quality assurance on all calls.
Education
Anotomy And Physiology of The Human Body
Solgar Gold Course
Pretoria, GP08-2010
High School Diploma -
Hoerskool Garsfontein
Pretoria, GP12-2009
Skills
- Team Supervision and Motivation
- Quality and performance Improvement and coaching
- Strong Leadership Qualities
- Teamwork and Collaboration
- Sales expertise and techniques
- Call Center Operations
- Attention to Detail
- Meeting facilitation
- Staff Training and development
- Complex Problem-Solving
- People Management
- Key Performance Indicators
- Strategic Planning
- Workforce Management
- Time Management
- Cross-functional team management
- Verbal and written communication
- Customer Relationship Management (CRM)
Timeline
Fronting Department Manager
USA Global Marketing Inc.
07.2023 - 07.2024
QC Monitor and Team Lead for Fronting Department
USA Global Marketing
03.2022 - 06.2023
Closing Department QC Monitor
USA Global Marketing Inc.
12.2021 - 03.2022
Fronter Agent
USA Global Marketing Inc.
10.2021 - 12.2021
Anotomy And Physiology of The Human Body
Solgar Gold Course
High School Diploma -
Hoerskool Garsfontein
Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
RemoteOn-SiteImportant To Me
Work-life balanceCareer advancementWork from home optionCompany CultureSimilar Profiles
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