Open to opportunities

Elija Maake

@elijamaake

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I’m a call center Quality Assurance Agent focused on coaching, compliance, and sales growth.

Zimbabwe

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What I'm looking for

I’m looking for a call center role where I can drive QA quality, coach agents with clear feedback, and improve sales performance through compliance-focused processes, reporting, and coaching in a high-volume environment.

I’m a call center professional with experience in telesales, direct sales, and quality assurance. I monitor inbound and outbound sales calls to ensure quality and compliance, evaluate performance using call scorecards, and provide actionable feedback to agents. I also coach agents to strengthen call handling, sales techniques, and customer service.

I focus on measurable improvements—identifying trends and areas of improvement in sales and customer interactions, preparing QA reports, and sharing insights with management. I ensure company scripts, policies, and regulatory requirements are followed, while working effectively in high-volume call center environments to deliver strong results.

Experience

Work history, roles, and key accomplishments

Quality Assurance Agent

O’Keefe and Swartz

Jan 2022 - Sep 2025 (3 years 8 months)

Monitored inbound and outbound sales calls to ensure quality and compliance with company scripts, policies, and regulatory requirements. Evaluated performance with call scorecards, coached agents on call handling and sales techniques, and reported insights to management.

Call Scorecards Coaching Sales Compliance Quality Reporting Customer Service Objection Handling

Sales Consultant

O’Keefe and Swartz

Jul 2021 - Jan 2022 (6 months)

Handled outbound telesales calls by explaining products and services clearly, building rapport, and addressing customer objections. Met and exceeded sales targets in a competitive call center environment and updated customer information in the CRM system.

Outbound Sales Objection Handling CRM Sales Targets Lead Qualification Customer Service

Sales Consultant

3 Way Marketing

Jan 2021 - Jun 2021 (5 months)

Generated sales through outbound calling campaigns by promoting products and communicating customer benefits. Recorded call outcomes, updated lead information, and worked toward daily and monthly sales targets.

Outbound Calling Campaigns Product Promotion Sales Targets Customer Engagement

Education

Degrees, certifications, and relevant coursework

Soshanguve Secondary School

Grade 12, Secondary Education

Activities and societies: Subjects: Sepedi, English, Mathematics, Life Orientation, Consumer Studies, Life Sciences, Physical Sciences.

Completed Grade 12 at Soshanguve Secondary School in 2013, studying Sepedi, English, Mathematics, Life Sciences, Physical Sciences, Consumer Studies, and Life Orientation.