BUSI TITIPANA
Paralegal
Cape Town
Summary
Results-driven professional with over 10 years of work experience in customer service and executive assistance. Proven track record of consistently delivering exceptional support, showcasing excellent communication and interpersonal skills. Cultural competence and adaptability gained from experience working in the United States, enabling success in dynamic environments.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Senior Receptionist | Paralegal
The Devries Law Firm
Remote
01.2022 - Current
- Managed customer concerns and redirected inquiries to relevant colleagues for resolution.
- Acted as first point of contact and set appointments for prospective clients.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Streamlined office communication by promptly answering phone calls, emails, and inquiries from clients and staff members.
- Increased office efficiency with accurate record-keeping, timely data entry, and proper file management.
- Assisted human resources department with onboarding processes for new hires to ensure seamless integration into the company culture.
- Trained new receptionists on best practices, resulting in improved performance metrics across the team.
- Enhanced case efficiency by organizing and maintaining legal documents, files, and correspondence.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Handled confidential and sensitive information with discretion and tact.
- Delivered exceptional organizational support enabling executive focus on high-level strategic initiatives fostering company growth.
- Streamlined communication between clients and legal staff by managing client inquiries promptly and professionally.
- Facilitated timely and accurate billing by recording billable hours, expenses, and other relevant information in the firm''s billing system.
- Edited and proofread legal documents to verify accuracy.
- Maintained and updated organized client contact information to keep in touch with clients and provide updates on cases.
- Conducted detailed client intakes and entered information into company database.
Guest Liaison
Cape Grace Hotel
Cape Town
03.2019 - 03.2020
- Collected room deposits, fees, and payments.
- Managed cash transactions accurately, maintaining proper financial records for reception area.
- Enhanced guest satisfaction by efficiently managing check-ins and check-outs at hotel reception.
- Provided exceptional customer service for memorable stay, addressing guest inquiries and resolving issues promptly.
- Maintained a professional appearance of front desk area by keeping it clean, organized, and well-stocked with necessary supplies.
- Boosted guest loyalty with attentive assistance, personalized recommendations, and genuine interactions.
- Developed strong rapport with guests through active listening, empathetic responses, and consistent follow-up on requests or concerns.
- Collaborated with housekeeping staff to ensure timely room availability and cleanliness for incoming guests.
- Contributed to a positive work environment by maintaining professional demeanor and collaborating effectively with team members across departments.
- Preserved guest privacy and security through strict adherence to data protection policies when handling personal information or payment details.
- Contributed to revenue growth by promoting hotel services and upselling available room upgrades or packages.
- Improved efficiency of team communication by relaying important updates regarding guest preferences or special requests to relevant departments.
- Ensured high-quality telephone etiquette by answering calls promptly and professionally while managing multiple lines during peak hours.
- Facilitated smooth transitions between shifts by conducting thorough handovers of pertinent information between colleagues.
- Demonstrated adaptability during busy periods by multitasking effectively to manage competing demands without compromising quality of service.
Front Desk Agent
Mohonk Mountain House
New York
06.2018 - 12.2018
- Increased customer loyalty with exceptional communication skills and personalized service.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Collected room deposits, fees, and payments.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Facilitated smooth guest experiences by coordinating with multiple departments across property.
Hotel Receptionist
The Table Bay Hotel
Cape Town
05.2016 - 05.2018
- Collected room deposits, fees, and payments.
- Managed cash transactions accurately, maintaining proper financial records for the reception area.
- Enhanced guest satisfaction by efficiently managing check-ins and check-outs at the hotel reception.
- Provided exceptional customer service for a memorable stay, addressing guest inquiries and resolving issues promptly.
- Maintained a professional appearance of the front desk area by keeping it clean, organized, and well-stocked with necessary supplies.
- Boosted guest loyalty with attentive assistance, personalized recommendations, and genuine interactions.
- Developed strong rapport with guests through active listening, empathetic responses, and consistent follow-up on requests or concerns.
- Coordinated transportation arrangements for guests as needed, liaising with external providers for seamless experiences.
- Collaborated with housekeeping staff to ensure timely room availability and cleanliness for incoming guests.
- Contributed to a positive work environment by maintaining a professional demeanor and collaborating effectively with team members across departments.
- Preserved guest privacy and security through strict adherence to data protection policies when handling personal information or payment details.
- Contributed to revenue growth by promoting hotel services and upselling available room upgrades or packages.
- Completed late check-ins and directed guests to rooms and facilities.
- Assisted in training new receptionists on hotel policies and procedures, ensuring consistency in service delivery across all shifts.
- Facilitated smooth transitions between shifts by conducting thorough handovers of pertinent information between colleagues.
- Ensured high-quality telephone etiquette by answering calls promptly and professionally while managing multiple lines during peak hours.
- Demonstrated adaptability during busy periods by multitasking effectively to manage competing demands without compromising quality of service.
- Continuously updated knowledge on local attractions, restaurants, and transportation options to provide relevant recommendations for guests seeking guidance.
- Kept accounts in balance and ran daily reports to verify totals.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Answered phone within 3 rings throughout shift, closely following strict guidelines for customer service and satisfaction.
Education
Bachelors Degree - Marketing
University of South Africa
Cape Town 02.2024 - Current
Diploma - Hospitality Management And Hotel Operations
International Hotel School
Cape Town 01.2012 - 12.2014
Skills
Teamwork and collaboration
Billing and invoicing
Multitasking and organization
Document preparation
Emotional Intelligence
MS Office applications
Strong organization
File management
Data confidentiality and entry
Friendly and professional
Customer service
Teamwork and collaboration
Timeline
Bachelors Degree - Marketing
University of South Africa
02.2024 - Current
Senior Receptionist | Paralegal
The Devries Law Firm
01.2022 - Current
Guest Liaison
Cape Grace Hotel
03.2019 - 03.2020
Front Desk Agent
Mohonk Mountain House
06.2018 - 12.2018
Hotel Receptionist
The Table Bay Hotel
05.2016 - 05.2018
Diploma - Hospitality Management And Hotel Operations
International Hotel School
01.2012 - 12.2014
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