Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Christopher Smith

Austin,TX

Summary

Strategic and results-driven leader with extensive experience overseeing high-performing customer service, quality assurance, and sales teams. Proven track record of driving growth, improving operational efficiency, and enhancing the customer experience through scalable systems, process development, and people-first leadership. Adept at building and leading teams from the ground up, designing performance-based incentive structures, and developing future leaders through targeted coaching and mentorship. Known for a strong sense of ownership, cross-functional collaboration, and a hands-on approach that consistently exceeds performance expectations in fast-paced, evolving environments.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Director of Sales/Quality Assurance

Nsight Health
05.2023 - 07.2025
  • Directed all aspects of sales team management, including full-cycle hiring, onboarding, and terminations, ensuring alignment with company standards and performance expectations
  • Developed and maintained company-wide call scripting using Yonyx, overseeing all publishing, updates, and optimizations to support consistent agent messaging and compliance
  • Founded and scaled the Quality Assurance department from the ground up, supporting over 200 agents and reviewing 22,000+ calls weekly, identifying more than 1,300 compliance opportunities on average per week
  • Oversaw all QA-related terminations, ensuring documentation integrity and consistent adherence to company policy and compliance standards
  • Collaborated with the CFO to design and implement a performance-based compensation structure across six roles, resulting in an 11% increase in conversion rates within the first two months
  • Created and launched a soft skills development program, reducing company-wide customer complaints by 27% within the first four weeks of implementation
  • Designed and rolled out a mandatory leadership training program for all newly hired supervisors, equipping frontline leaders with foundational skills in performance management, communication, and accountability

Head of Sales

Teifke Real Estate
07.2021 - 05.2023
  • Led the development and launch of a high-performing call center operation specializing in inbound and outbound lead generation, supporting a network of over 180 real estate agents.
  • Designed and implemented the telephony infrastructure, including call routing, IVR flows, and system integrations to maximize efficiency and response times.
  • Created data-driven call scripts and conversation frameworks that improved lead quality, increased conversion rates, and enhanced the client experience.
  • Developed and optimized Salesforce CRM workflows, ensuring effective lead assignment, follow-up cadence, and reporting capabilities across the sales organization.
  • Collaborated cross-functionally with marketing and operations teams to align campaign messaging, lead sourcing strategies, and pipeline management.
  • Standardized call center processes and performance metrics, resulting in improved agent accountability, transparency, and lead-to-close consistency.
  • Scaled support operations in alignment with business growth, while maintaining high levels of responsiveness, client satisfaction, and lead conversion.
  • Played a critical role in bridging technology and sales strategy, ensuring systems and processes were aligned to support long-term scalability and revenue growth.

Consumer Success Manager II

Realtor.com
08.2017 - 06.2021
  • Lead and manage a 32-member sales team along with a Manager-in-Training, providing strategic direction, daily coaching, and performance oversight
  • Drive achievement of monthly and annual sales targets by implementing clear goals and success metrics, including dials, conversion rates, successful activities, and closed deals
  • Foster a high-performance culture focused on delivering exceptional customer support, ensuring renewals, client growth, and long-term brand advocacy
  • Recognized as Team of the Month for four consecutive months, closing the year with an average performance of 104% to goal, demonstrating consistent overachievement and team excellence
  • Designed and launched multiple leadership development programs tailored to build core management competencies, improve decision-making, and strengthen communication across emerging leaders; these programs contributed to a measurable increase in internal promotions and leadership readiness
  • Directly promoted 16 high-performing representatives into supervisory and management roles by providing ongoing coaching, performance feedback, and tailored development plans—demonstrating a strong track record of identifying and cultivating talent
  • Act as success expert in educating, guiding, and supporting team members to continuously improve service quality for clients and partners. Managed multiple workstreams simultaneously, coaching staff on quality, tone, script adherence, sales presentations, and customer service skills.
  • Key Achievements:
  • Maximized employee/trainee productivity, quality, and customer service by assessing training needs and developing programs focused on scripts, product knowledge, and effective service techniques.
  • Assisted team members with interview prep, constructed/revised interview questions, and performed interviews.
  • Coordinated with HR to offer/deny roles to candidates.
  • Improved floor-wide staff morale and performance by designing contests and presenting target metric achievements to leaders to facilitate recognition and award distribution.
  • Selected to speak at new hire “graduation” ceremonies.
  • Successfully undertook responsibility to coach and mentor supervisors as Managers-in-Training. Four out of five supervisors trained achieved manager positions within the company.

Consumer Success Representative

Realtor.com
08.2017 - 12.2017
  • Fulfilled client needs (potential home buyers) by introducing them to real estate agents nationwide. Worked daily with cross functional employees to reach the highest level of customer service for each client. Maintained processes, conducted trainings, and analyzed performance to enhance productivity. Strengthened customer loyalty through exemplary service and rapid issue resolution. Served as an active team player with a desire to solve client interests.
  • Key Achievements:
  • Averaged 112% to goal during first year of tenure. Led the company in transactions twice in four months.
  • Won “Team of the Month” four times in 2017 with an average of 180 transfers per person.
  • Catapulted 28 individuals to promoted roles, including four as managers.
  • Gained a keen understanding of lead flow in order to tailor workflow to improve performance across all shifts.
  • Nominated by peers and won the quarterly award for Top Employee.
  • Streamlined the company’s acquisition by Realtor.com by drafting and distributing new expectations and guidelines for onboarding leadership. The “CSM Playbook” as it is called, is still used today.

Bartender Supervisor

Gourdough's
11.2014 - 08.2017
  • Supervised front-of-house operations during high-volume shifts, ensuring smooth coordination between bar, kitchen, and floor staff
  • Managed and trained a team of bartenders and servers, setting clear expectations for service standards, product knowledge, and cleanliness
  • Delivered exceptional guest experiences by upholding a high level of hospitality, resolving complaints promptly, and fostering customer loyalty
  • Maintained accurate inventory counts, performed weekly liquor orders, and reduced waste through effective stock rotation and portion control
  • Created and executed shift plans to optimize staff coverage and workflow during peak hours
  • Led pre-shift meetings to communicate daily priorities, promotions, and service standards
  • Oversaw cash handling, POS reconciliation, and end-of-night financial reporting with 100% accuracy
  • Collaborated with the kitchen and floor staff to streamline service timing and ensure consistency in food and beverage delivery
  • Implemented upselling techniques that boosted average check totals and contributed to monthly sales goals
  • Ensured compliance with local health and safety regulations, alcohol service laws, and internal policies
  • Played a key role in onboarding and mentoring new hires, accelerating team readiness and morale
  • Recognized for maintaining a clean, organized, and high-energy bar environment that consistently exceeded customer expectations

Security Forces Member

United States Air Force
11.2008 - 11.2014
  • Seamlessly transitioned between multiple positions during service timeline, including Armory Supervisor, Entry Control, F.A.S.T. (Fly Away Security Team), and Patrol.
  • Managed 154k+ munitions inventory and achieved a zero-discrepancy rate from inspections from 2010 – 2013.
  • Enforced a program to respond to contingency situations; acted as the Incident Commander as needed.
  • Gained extensive international experience through various stations, including Qatar and Greenland.
  • Provided security for all three Ballistic Missile Early Warning Defense Systems while stationed in Greenland.
  • Sponsored new Airmen arriving on base. Responsible for housing location assistance for newer families, base tours, and squadron introductions.

Education

Associate of Arts - Criminal Justice

Community College of the Air Force
Cocoa, FL
01.2011

Skills

  • Conflict & Issue Resolution
  • Analytical/Business Problem Solving
  • Interviewing & Hiring
  • Strategic Relationship Building
  • Cross-Functional Team Leadership
  • Training & Development
  • Data-Driven Decision-Making
  • Call Monitoring & Breakdowns
  • Performance Management
  • Strategic Planning & Execution
  • Customer Relationship Management
  • Data Analysis & Reporting
  • Sales team training
  • Pipeline development

Certification

  • DTAS | American Heart Association CPR/First Aid/AED Trainer | CAHOC Certification
  • L.O.A.C. | F.A.S.T | Certified HAZMAT Training Instructor | Certified Confined Space 100/150
  • Instructor Certified Fire Extinguisher Safety Instructor | Bloodborne Pathogens Instructor

Timeline

Director of Sales/Quality Assurance

Nsight Health
05.2023 - 07.2025

Head of Sales

Teifke Real Estate
07.2021 - 05.2023

Consumer Success Manager II

Realtor.com
08.2017 - 06.2021

Consumer Success Representative

Realtor.com
08.2017 - 12.2017

Bartender Supervisor

Gourdough's
11.2014 - 08.2017

Security Forces Member

United States Air Force
11.2008 - 11.2014

Associate of Arts - Criminal Justice

Community College of the Air Force

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