Clio
Lionilde Mabasso
Virtual Receptionist
Alberton,GP
Summary
Dynamic Virtual Receptionist with a proven track record at Jason Michael Smith Inc., excelling in appointment scheduling and CRM software management. Known for strong organizational skills and a customer service-oriented approach, I enhanced client satisfaction through effective communication and efficient call routing, significantly reducing hold times and improving overall service quality.
Overview
14
14
years of professional experience
2
2
Languages
Work History
Virtual Receptionist
Jason Michael Smith Inc.
02.2020 - Current
- Schedule client consultations, meetings, and manage attorney calendars to prevent conflicts with court dates or deadlines.
- Conduct initial screenings of potential clients to gather basic information and determine if the firm can assist.
- Professionally answer the phone and direct calls to the appropriate attorney or staff member.
- Maintaining strict client confidentiality and using secure communication channels to protect sensitive information, often entering data into a CRM or case management system.
- help with legal billing and administration tasks such as creating invoices, tracking expenses, and managing legal databases or case ...
Virtual Receptionist
Thetha Connect
12.2016 - 12.2019
- Enhanced customer satisfaction by promptly answering and directing incoming calls to appropriate departments.
- Performed daily system updates to ensure accurate contact information for staff members and department directories.
- Demonstrated adaptability and resourcefulness while navigating unexpected technical issues, maintaining professionalism and focus on providing exceptional service to callers.
- Assisted in the reduction of hold times by efficiently routing callers to available team members or taking detailed messages when necessary.
- Ensured seamless transitions between shifts by effectively communicating any outstanding tasks or pertinent information to the incoming receptionist at shift changeovers.
- Confirmed appointments, communicated with clients, and updated client records.
Front Line Receptionist
Nkosi Nkosana Incorporated Attorneys Notaries and Conveyancers
02.2012 - 10.2016
- Answering and forwarding phone calls
- Update calenders and schedule meetings
- Answer questions and address complaints
- Facilitated timely delivery of mail packages by sorting incoming deliveries accurately and efficiently distributing them to appropriate recipients.
- Increased client retention through attentive follow-up calls, emails, and personalized outreach efforts.
- Assisted in reducing company expenses by managing office supplies inventory and negotiating with vendors.
- Improved client relations by providing exceptional service during check-in and check-out processes.
- Helped maintain a safe work environment by adhering to company policies regarding visitor access control procedures.
- Collected room deposits, fees, and payments.
- Maintained confidentiality of sensitive data to protect customer and business information.
Education
MBA - Administration
Unisa
Pretoria, South Africa 04.2001 -
Certificate - Call Centre Operations
Mancosa
Johannesburg, South Africa 04.2001 -
High School Diploma -
Lethulwazi Comprehensive School
Gauteng 04.2001 -
Skills
Empathy, friendly and patience
Strong phone presence
Strong organizational skills
Document preparation
Customer Service-oriented
Appointment scheduling
CRM software
Virtual meeting coordination
Additional Information
Reliable internet and a quiet, distraction-free workspace.
Over 5 years in a law firm with exceptional experience.
Software
Google Voice
Google Workspace
CRM
Microsoft Softwares
Timeline
Virtual Receptionist
Jason Michael Smith Inc.
02.2020 - Current
Virtual Receptionist
Thetha Connect
12.2016 - 12.2019
Front Line Receptionist
Nkosi Nkosana Incorporated Attorneys Notaries and Conveyancers
02.2012 - 10.2016
MBA - Administration
Unisa
04.2001 -
Certificate - Call Centre Operations
Mancosa
04.2001 -
High School Diploma -
Lethulwazi Comprehensive School
04.2001 -