Executive Assistant Customer Service

SINDHU.MATHEW

Contact No: ********

E-mail: ******.*****@*****.***

Nationality: Indian

Date of Birth:01/04/1981

PROFILE

Highly talented Senior Executive Assistant with 17 years of progressively responsible experience in providing office support to senior executives.

Successfully handled country office management from inception (in2007) and worked on policies and procedures for administration and HR department.

Slashed office expenditures by $15K negotiating for cheaper supply contracts, implementing inventory control and standardizing ordering procedures.

Proven track record of exceeding expectation with high productivity and quality standards.

Maintained professionalism at all times and used discretion while handling confidential information.

Highly organized and enthusiastic; able to prioritize work effectively to accomplish multiple tasks and completed projects under pressure.

Strong ability to exercise judgment and tact in dealing with the clients and employees.

Self-starter with the ability to analyze business operations and recommend strategies to improve performance.

KEY SKILLS

Calendar Management • Travel Management • Client Relationship Management• Meeting Coordination • Expense Reporting • Vendor & Supply Management • Issue Resolution • HR management • Legal Management • Office Administration

WORK EXPERIENCE

August 2007- Present

Working as Executive Assistant to the Country CEO of First Abu Dhabi Bank

Office Management

Provide wide range of complex office administration and executive support to the CEO and management team.

Attend and take minutes of Management, ALCO, Compliance, Staff meetings and route minutes to concerned members and other stakeholders.

Communicate for and on behalf of CEO with clients, staff members, HO and to branches around the world for required information/arrangements.

Review and proofread official documentation for CEO approval.

Manage all administrative jobs for the smooth functioning of CEO office including processing all requests of stationary, office accessories refreshments and managed events.

Maintain complex executive diary and schedule meetings, conferences, teleconferences.

Gather and analyze information required by the management.

Responsible for management office facilities, which includes but not limited to office security, cleanliness, managing repairs, tenant issues, etc

HR

Pay roll, compensation and benefits package management.

Leave/attendance management.

Training management– to book training courses to all staff.

Manage on and off boarding for employees.

Managing LMRA (labor market authority procedures).Visa management for the staff/ dependents/visitors.

Update on HR policies and procedures.

Co- ordinate with legal for any advices.

Assist all staff on HR related systems, like oracle, performance management system etc.

Send details to Central Bank on HR related survey.

Co –ordinate staff gathering or events.

Prepare employee related certificates to bank, government authorities.

Attend HR related meetings internal & external.

Co-ordinate with different HRPS.

Issue and work on different kind of employee awards.

Employee event management.

Handle staff loan processing.

Updated authorized signatories according to the changes.

Answering all queries of the applicants on current vacancy.

Customer Service

Provide friendly and responsive customer service by using excellent customer service skills.

Analyze client credit needs both for corporate business and private purposes, prepare proposals and channel through to line management for approvals.

Coordinate with other branches’ teams in Region to ensure proper and ‘elite’ way of delivering the bank’s services to unit customer wherever they approach the Bank;

Make recommendations through line management for submission to Treasury, on ways to expand treasury and investment products with features appropriate to the Bahrain market.

Provide continuous feedback on customer needs/complaints/suggestions relating to bank products and services to line management (unit manager, area manager, products manager, RO management);

Opening of new accounts for individual and corporate account.

Ensure correctness while capturing customer signature on intellect.

To capture new Term Deposit in Intellect and Roll-over the existing after proper authorization.

Attend customer enquiries related to retail products,

Handle customer complaints or refer them to appropriate areas for handling.

Handle all customer inquiries over the counter or through telephone.

Ensure timely dispatch of account statement to customers.

Request for new Cheques book for customers and ensure correct and timely delivery to customer(s).

Assist and guide customer services staff to handle retail products.

Receive Debit Card from Head-Office and ensure timely deliver by the staff.

Ensure proper record of delivery receipts of debit cards.

Keep updated of all the policy and procedure of all retail products.

Ensure that no transaction violates Central Bank rules or accounting & operations manual.

Ensure that no serious objection is raised at the time of audit which effects the rating or category of the Branch.

Vendor Management:

Took Charge of researching and sourcing vendors, obtaining quotes with pricing, evaluating performance, and ensuring payments.

Monitor performance and output, ensure contract terms are being followed, approve or disapprove changes, provide feedback, and develop relationships through effective communication, honesty, and integrity.

Check vendor registrations after all documentation submitted has been verified.

Serve as the liaison between the vendor and HO team

Attends all bid openings and assists in opening bids.

Keeps accurate records and written documentation.

Legal Management:

Monitor Court Claims of customers.

Prepare legal documents, Policies and Procedures.

Co- coordinate with external and internal legal departments and firms.

Maintain case files of the customers and ex-staff.

June 2006-July2007 (Bahrain)

Worked as Executive Assistant for Managing Director of Bahrain Workshop Co WLL

Assisted Director in Organizing conferences and ad-hoc meetings by preparing agendas, presentation materials to meet objectives. Implemented use of database for conference documentation and records leading to greater efficiency.

Received visitors, distinguished guests for and on behalf of the Director by promoting positive corporate image.

Provided superior and effective administration and secretarial support for the director.

Maintained discretion and strict confidentiality in particularly sensitive situation.

Undertook ad-hoc assignments and projects thereby assisting Director in effective time management.

Implemented corrective action plans to solve problems.

Took initiative to improve productivity of the Director by pro-acting, supporting and managing his office effectively.

Acted as intermediary between Director and internal departments to ensure quality smooth functioning of his office.

Feb 2000 – May 2006 (India)

Worked as Executive Secretary for the Director of Multinational company-Manipal Informatics.

Ensured daily correspondences are organized and prioritized for the Director attention.

Responsible for organizing both the personal and professional calendar of the Managing Director

Performed duties such as drafting routine correspondence, prepared agenda for meetings.

Arranged meeting schedules, travel plan itineraries for the Director

Managed all administrative jobs for the smooth functioning of CM office including processing all requests of stationary, office accessories, refreshments and managed events.

Generated reports, presentation materials, specifications, scope of works and procedural documentation.

Highly focused and result oriented in supporting complex, deal line driven operations; able to identify goals and priorities and resolve issues for the Director.

Coordinated agendas for visiting Board of Directors and organized concurrent agendas for visiting investors.

Undertaken a vital role in fixing appointments, for and on Behalf of the Director

Drafted confidential internal/external business documentation for the Director.

SKILLS PROFICIENCY

MS Word /MS Excel /MS Power Point/Excellent Typing Speed/Planning and Scheduling /Customer Service/Interdepartmental Coordination

EDUCATION

B-COM : Bachelor in Commerce

TRAINING

Beyond Secretary –BIBF

Effective Communication Skill – BIBF

MS Power Point 2007-BIBF

Recording Financial Transaction- BIBF

HR management for non HR managers-BIBF

Diploma in MS Office (NIIT)

Trained for TELE-PORT (Call Center Training Program)

Diploma in Customer Service Assistant

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