Oitshepile K Lekwape
Experienced Business Admin and Management Professional
Gaborone
Summary
A results-oriented Business Professional and Analyst with tourism & hospitality expertise, proficient in data analysis, process improvement and stakeholder management. Proven track record of driving operational efficiency and enhancing customer satisfaction through initiatives like successful PMS migration and CRM implementation.
By conducting risk audits, creating case studies, and fostering risk awareness among staff, organizations can improve safety, operational effectiveness, and empower employees to proactively manage potential risks.
I aim to leverage my diverse experience in project management, loyalty programs and customer service in the various industries to improve customer engagement, satisfaction, and loyalty by refurbishing and enhancing existing loyalty programs within a dynamic tourism and hospitality environment. I'm passionate about continuous improvement and stakeholder relationships.
I am a Business professional with robust analytical skills and proven track record in driving impactful decisions. Strong focus on team collaboration, adaptable to changing needs, and consistently delivers results. Expertise in data analysis, process improvement, and stakeholder engagement, coupled with keen ability to translate complex data into actionable insights. Reliable and goal-oriented with commitment to excellence in every project.
Overview
11
11
years of professional experience
12
12
years of post-secondary education
1
1
Language
Work History
Business Analyst
Cresta Marakanelo Ltd
09.2023 - Current
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Streamlined project management with effective communication and collaboration across cross-functional teams.
- Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
- Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
- Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
- Improved business processes by analyzing current practices and recommending optimization strategies.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Enabled data-driven decision making with advanced analytics tools, generating valuable insights for the organization.
- Implemented best-practice methodologies that improved overall project delivery timelines while maintaining quality standards.
- Boosted customer satisfaction levels by identifying areas of improvement and proposing actionable solutions.
- Enhanced company-wide decision-making by developing comprehensive reports on key performance indicators.
- Facilitated workshops for stakeholders to gather requirements, ensuring projects aligned with business objectives.
- Enhanced user experience on company website by analyzing user feedback and implementing necessary adjustments.
- Fostered culture of continuous improvement by leading regular review sessions to identify and implement process enhancements.
- Boosted team productivity by introducing agile methodologies, fostering more dynamic and responsive work environment.
- Increased revenue opportunities by analyzing sales data and identifying underperforming areas for targeted improvement.
- Enhanced data accuracy by implementing rigorous data validation techniques, leading to more reliable business insights.
- Increased project visibility by creating comprehensive dashboard for real-time status updates, improving stakeholder communication.
- Led cross-functional teams in development of new customer relationship management system, improving client satisfaction and engagement.
- Collaborated with IT to develop business intelligence tools, enhancing quality of data-driven decision-making.
- Conducted in-depth market research to identify emerging trends, enabling strategic planning and forecasting.
- Improved data governance with establishment of standardized protocols, ensuring consistency and accuracy across datasets.
- Enhanced customer loyalty with targeted analytics strategies, pinpointing areas for improvement in service delivery.
Loyalty Card Manager
Cresta Marakanelo Ltd
01.2022 - 08.2023
- Delivered exceptional customer service through timely resolution of disputes, inquiries, and other issues pertaining to card services.
- Implemented training programs to enhance staff performance levels, resulting in a more knowledgeable workforce equipped to handle complex tasks.
- Facilitated smooth migrations during system upgrades or transitions between different platforms used for managing cards portfolios.
- Applied probability, statistical theory and other advanced mathematical concepts.
- Served as a liaison between card services and other departments to foster greater collaboration and support company-wide initiatives.
- Conducted regular reviews of operational procedures to identify areas of improvement and maintain optimal efficiency within the department.
- Enhanced fraud detection capabilities by integrating advanced analytics tools and monitoring systems for card transactions.
- Managed the rollout of new promotional campaigns, ensuring timely execution and alignment with organizational goals.
- Coordinated with IT teams to ensure seamless integration of new features into existing card management systems, enhancing overall functionality.
- Monitored competitor activities closely to stay abreast of trends within the industry while optimizing strategies accordingly.
- Led the implementation of digital payment solutions, increasing convenience for cardholders and expanding service offerings.
- Collaborated with cross-functional teams to develop new card products that met market demands, driving portfolio growth.
- Created targeted marketing strategies that resulted in higher credit card activation rates and usage among customers.
- Developed and maintained strong relationships with key clients, leading to increased business opportunities and revenue growth.
- Oversaw compliance with industry regulations and company policies, ensuring a secure environment for both clients and employees alike.
- Streamlined internal communication processes for better collaboration among team members and improved departmental efficiency.
- Negotiated favorable terms with vendors for outsourced services such as printing or mailing materials related to credit cards.
- Managed risk exposure by enforcing strict credit policies, reducing delinquencies, and minimizing losses from bad debts.
- Improved cardholder satisfaction by implementing efficient account management processes and addressing customer concerns promptly.
- Assisted in the development of annual budgets by providing accurate projections on revenue generation potential from card services.
Management Trainee
Cresta Hotels
07.2021 - 12.2021
- Improved management skills by participating in rigorous training programs and workshops.
- Developed problem-solving abilities through hands-on experience with real-life business scenarios.
- Used company reports to analyze sales, gross profit and inventory activities.
- Established open and professional relationships with team members which facilitated communication, quickly resolving issues, and conflicts.
- Built lasting relationships with clients through exceptional service delivery, fostering loyalty and repeat business opportunities.
- Described product to customers and accurately explained details and care of merchandise.
- Improved product quality by overseeing implementation of stricter quality control measures.
- Conducted comprehensive market research to identify emerging trends, enabling development of innovative product strategies.
- Analyzed sales data to identify performance trends and areas for improvement, leading to targeted sales strategies.
- Defined clear targets and objectives and communicated to other team members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Guest Relations Officer
CRESTA RILEY'S HOTEL
07.2018 - 06.2021
- Addressed guest complaints in a positive and professional manner
- Managed to improve internal audit results by a massive 70% over the years I've worked
- Trained new staff members on company policies, procedures, and customer service standards.
- Managed VIP guest relations, ensuring exceptional service levels were met at all times.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Coordinated special requests from guests, including transportation arrangements or local activity bookings.
- Greeted guests upon arrival and offered assistance.
- Maintained a welcoming atmosphere with genuine interactions and professional communication skills.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Collaborated with hotel departments to ensure seamless guest experiences during their stay.
- Resolved guest complaints diplomatically, resulting in increased loyalty and repeat business.
- Handled reservation inquiries efficiently, optimizing room occupancy rates throughout the year.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Developed strong rapport with frequent guests, building trust and encouraging brand loyalty.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Improved overall guest experience by monitoring feedback surveys and implementing necessary changes.
- Organized team meetings to review performance metrics, discuss areas for improvement, and share best practices among colleagues.
- Implemented new strategies for upselling hotel services, leading to higher revenue generation.
- Conducted regular room inspections to maintain high-quality accommodations for all guests.
- Participated in promotional campaigns targeting potential customers, leading to increased brand awareness and higher booking rates.
- Assisted in updating hotel information systems for streamlined operations and better data management.
- Organized guest events and activities to create memorable experiences and foster positive relationships.
- Provided timely assistance with any issues that arose during a guest''s stay, ensuring quick resolution of problems.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained new personnel regarding company operations, policies and services.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Implemented and developed customer service training processes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Trained staff on operating procedures and company services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Identified and resolved discrepancies and errors in customer accounts.
Internship
CRESTA RILEY'S HOTEL
03.2017 - 07.2017
- Worked with various departments to equip myself with relevant work skills and and ensured smooth transition to a Business professional
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Analyzed problems and worked with teams to develop solutions.
- Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
- Sorted and organized files, spreadsheets, and reports.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
- Participated in workshops and presentations related to projects to gain knowledge.
- Developed organizational skills through managing multiple tasks simultaneously while adhering to strict deadlines.
- Explored new technologies and approaches to streamline processes.
- Utilized strong communication abilities during presentations which led to increased understanding among colleagues regarding project goals and objectives.
- Prepared comprehensive reports summarizing data analysis findings, informing key decision-makers of important trends and patterns.
- Provided exceptional customer service by promptly addressing inquiries, ensuring a high level of satisfaction among clientele.
- Contributed to project success by diligently performing literature reviews.
- Enhanced project visibility by maintaining up-to-date project status reports.
- Compiled and presented reports on competitor analysis, offering valuable insights for strategic decisions.
- Participated in planning and execution of community outreach programs, strengthening community relations.
- Contributed to positive work environment by actively participating in team-building activities.
- Assisted in development of new product feature, contributing to user-friendly experience.
- Gathered, organized and input information into digital database.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Developed effective improvement plans in alignment with goals and specifications.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
Public Relations Officer(part-time)
Mochudi Rovers SC
01.2014 - 12.2015
- Education and research on current trends on sustainable development
- Developed campaigns to increase public awareness of company and engage customers.
- Developed brand media relations strategies that bolstered community awareness and knowledge.
- Developed strong relationships with key influencers and stakeholders within the industry.
- Increased brand awareness with targeted PR initiatives, collaborating with marketing teams for cohesive messaging.
- Managed crisis communications, effectively mitigating potential damage to the company''s image.
Front Office Personnel
Hotel LaBama
12.2014 - 07.2015
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Ensured a welcoming atmosphere for guests with efficient check-in and check-out procedures.
- Handled payments efficiently using company''s billing software which contributed to improved financial record keeping.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Assisted management with administrative tasks such as data entry, filing, and report generation as required.
- Maintained clean reception area to promote positive, professional environment for clients.
- Answered multi-line phone system and enthusiastically greeted callers.
- Identified visitors' needs to offer solutions and information.
- Maintained a high level of professionalism while handling sensitive customer information, ensuring privacy and confidentiality.
- Contributed to the company''s positive image by consistently delivering exceptional service to clients and visitors.
- Participated in regular training sessions to stay up-to-date with company policies and industry best practices, ensuring consistent adherence to established guidelines.
- Developed strong relationships with clientele through excellent communication skills and genuine attentiveness to their needs.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Increased efficiency through proficient use of office software, including word processing and spreadsheet applications.
- Reduced wait times for callers, promptly answering phone lines and directing calls as needed.
- Offered every visitor professional and prompt service, completing check-ins, verifying paperwork and coordinating smooth hand-offs to nursing staff.
- Streamlined front office operations by effectively managing appointments and maintaining up-to-date patient records.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Completed all tasks in compliance with company policies and procedures.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Collected room deposits, fees, and payments.
- Completed data entry and filing to keep records updated for easy retrieval.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Handled assignments independently with good judgement and critical thinking skills.
- Helped office staff prepare reports and presentations for internal or client-related use.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Confirmed appointments, communicated with clients, and updated client records.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Scheduled office meetings and client appointments for staff teams.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Collaborated with team members for smooth workflow, supporting colleagues during peak hours or absences.
- Minimized errors in medical paperwork by checking terminology and complying with insurance policies.
- Demonstrated adaptability in accommodating last-minute changes or emergencies in appointment scheduling without compromising overall efficiency.
- Organized incoming mail distribution system that streamlined delivery of important documents among employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Resolved customer problems and complaints.
- Organized, maintained and updated information in computer databases.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Routed incoming mail and messages to relevant personnel without delay.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Compiled information from files and research to satisfy information requests.
Education
BBA - Tourism & Hospitality Management
University of Botswana
Gaborone 08.2012 - 10.2019
BGCSE -
Molefi Senior Secondary School
Mochudi 01.2010 - 11.2011
Junior Certificate -
Sedibelo Junior Secondary School
Mochudi 01.2007 - 11.2009
Skills
Problem-solving
Requirements gathering
Analytical thinking
Business process improvement
Data analysis
Decision-making
Stakeholder management
SQL proficiency
Business planning
Gap analysis
Microsoft Office Suite
Workflow Analysis
Business process mapping
Strategic planning
Team collaboration
Customer needs assessment
Quality assurance
Time management
Product development
Competitive analysis
Revenue development
Change management
Business solutions development
Analytical skills
Problem-solving abilities
Teamwork and collaboration
Effective communication
Strategic thinking
Operations management
Product management
Project management
References
Mr. Karl Snater
Cresta Marakanelo Ltd
(+267) 3912222
karl.snater@cresta.co.bw
Banabotlhe Malapa
Hotel LaBama
(+267) 39 24 214
Godfrey Dzingai
Cresta Oasis, Harare
(+263) 788877994
Gwiso Mabuto
Cresta Marang Gardens
(+267) 71221985
gwiso.lesenda@cresta.co.bw
Timeline
Business Analyst
Cresta Marakanelo Ltd
09.2023 - Current
Loyalty Card Manager
Cresta Marakanelo Ltd
01.2022 - 08.2023
Management Trainee
Cresta Hotels
07.2021 - 12.2021
Guest Relations Officer
CRESTA RILEY'S HOTEL
07.2018 - 06.2021
Internship
CRESTA RILEY'S HOTEL
03.2017 - 07.2017
Front Office Personnel
Hotel LaBama
12.2014 - 07.2015
Public Relations Officer(part-time)
Mochudi Rovers SC
01.2014 - 12.2015
BBA - Tourism & Hospitality Management
University of Botswana
08.2012 - 10.2019
BGCSE -
Molefi Senior Secondary School
01.2010 - 11.2011
Junior Certificate -
Sedibelo Junior Secondary School
01.2007 - 11.2009
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