Linu Mathew

• Responded quickly to urgent admin tasks, helping to support efficient staff operations.
• Distributed meeting notes to relevant staff and stakeholders to progress department activity.
• Learned new technologies quickly to maintain prompt, helpful administrative support.
• Acted as the main contact for staff and clients.
• Organised travel and accommodations arrangements within assigned budgets.
• Data Management and Analysis.
• Assisted managers in developing and maintaining project plans, timelines, and budgets, ensuring successful project execution.
• Conducted research and analysis to support project planning and decision-making processes, providing valuable insights for effective project management.
• Collaborated with cross-functional teams to coordinate project tasks and deliverables, promoting efficient communication and seamless workflow

• Guest Experience Management: Ensuring optimal guest interactions from check-in to departure, maintaining service excellence standards.
• Administrative Coordination: Handling front desk administrative tasks, including correspondence, scheduling, and protocol adherence.
• Financial Transaction Management: Overseeing financial transactions, billing processes, and compliance with financial protocols.
• Data Management and Reporting: Maintaining records of guest interactions, leveraging data insights for strategic decision-making.
• Security and Compliance Oversight: Upholding security protocols, monitoring access control, and ensuring regulatory compliance.
• Customer Interaction Management : Engage with customers professionally and empathetically across multiple channels, including phone, email, and live chat, to address inquiries and concerns promptly

• Managed key components of project portfolio and governance reporting, executing tasks as directed by Team Lead and Head of Department to support strategic objectives.
• Proficient in Project Management Office (PMO) processes, skilled in aligning project initiatives with business objectives, optimizing resource management, and implementing risk mitigation strategies to ensure project success and impact assessment.
• Exhibits excellent presentation skills, effectively communicating complex information to diverse audiences to facilitate informed decision-making.
• Collaborated with Project Management, Finance, and Operations teams to coordinate templates, deadlines, and reporting requirements, ensuring timely and accurate document completion.
• Produced and delivered multi-level management reporting to provide enterprise-wide view of project statuses across project team, identifying and escalating critical issues impacting project delivery.
• Gathered and documented business requirements, supported development and enhancement of processes, tools, and systems to meet business unit needs, ensuring alignment with organizational goals and ensuring thorough documentation and communication of resolutions.
• Skilled in raising system access requests and managing Workday tasks to support seamless business operations and system security protocols.
• Organized and managed project schedules and resources to ensure specific tasks were delivered on time and within budget.
• Created, maintained, and ensured quality assurance of key project documents, plans, and reports.
• Acted as primary point of contact for project teams, clients, and external vendors, facilitating seamless communication and timely updates.
• Regularly monitored and reported on project status to stakeholders and upper management, highlighting achieved milestones and potential risks.

• Oversaw project operations to ensure compliance with both national and international standards and business practices.
• Coordinated resource allocation, including manpower and technologies, to maximize project efficiency and effectiveness.
• Proficient with Project Management Tools MS Project, Asana, Microsoft suite

Executive Assistant Manager (June 2019 - Feb 2021)

• Project Management: Led and coordinated projects, establishing timelines, tracking progress, and ensuring deadlines were met.
• Resolved team conflicts and assisted with identified problems to maintain a sense of teamwork.
• Executive Support: Provided comprehensive assistance to senior executives, managing calendars, scheduling meetings, and handling correspondence.
• Stakeholder Relations: Fostered positive relationships with internal and external stakeholders, facilitating effective communication.
• Confidentiality Management: Handled sensitive information with discretion, ensuring confidentiality and data security protocols were upheld.

Senior Administrative Assistant (Jan 2017 - May 2019)

• Documentation Management: Create and maintain project documentation, including plans, reports, meeting minutes, and other essential materials.
• Project Coordination: Lead coordination efforts for projects, overseeing scheduling, progress tracking, and deadline adherence.
• Resource Allocation: Manage project budgets, track expenses, and coordinate resources with finance and procurement teams as necessary.
• Task Assignment: Assign project tasks, monitor completion status, and follow up to ensure timely execution of project milestones.
• Quality Assurance: Conduct quality reviews and checks to ensure project deliverables meet established standards and requirements.

Administrative Assistant (Mar 2015 - Dec 2016)

• Meeting Logistics: Coordinate seamless meetings, conferences, and events, adeptly handling all logistical aspects including agenda preparation, attendee coordination, and post-meeting follow-up to facilitate successful outcomes.
• Record Maintenance : Maintain impeccably organized and up-to-date records and files, both physical and electronic, guaranteeing easy accessibility and safeguarding the confidentiality of sensitive information.
• Visitor Relations : Offer a warm and professional welcome to visitors, clients, and guests, managing inquiries and directing them to appropriate personnel, thereby enhancing the organization's professional image.
• Identified skills gaps and arranged relevant training to upskill the clerical team.
• Coordinated leadership training programmes with external educators to increase learning and growth opportunities.

Junior Administrative Assistant (April 2013 - Feb 2015)

• Office Supplies Oversight : Assist in monitoring and replenishing office supplies inventory, ensuring optimal availability of necessary resources for smooth daily operations.
• Visitor Hospitality : Extend courteous greetings and assistance to visitors, clients, and guests, fostering a welcoming environment and directing them to appropriate personnel with professionalism.
• Correspondence Management : Assist in drafting and proofreading correspondence, memos, and other written communications, maintaining professionalism and clarity in all communication channels.
• Meeting Assistance : Support in the organization of meetings, including agenda preparation, material distribution, and meticulous recording of meeting minutes, ensuring streamlined meeting processes.
• Professional Development : Actively pursue opportunities for learning and development, continuously acquiring new skills and knowledge to enhance job performance and contribute to team success.

• Performance Monitoring : Monitor key performance indicators (KPIs) related to customer satisfaction and retention, developing action plans to address areas of improvement
• Team Leadership and Mentorship : Lead and mentor a team of customer relations professionals, providing guidance and support to foster a culture of exceptional customer service.
• Client Advocacy : Advocate for the voice of the customer within the organization, ensuring customer needs are prioritized in decision-making processes
• Relationship Management: Act as the primary point of contact for key customers, addressing inquiries, concerns, and escalations in a timely and professional manner to maintain strong relationships.
• Customer Engagement Strategy Development : Develop and implement customer engagement strategies aligned with organizational goals to enhance overall customer satisfaction and loyalty.
• Customer Feedback Analysis : Collect and analyze customer feedback data to identify trends and areas for improvement, informing product/service enhancements and customer experience initiatives.

• Relationship Management : Act as the primary point of contact for key customers, addressing inquiries, concerns, and escalations in a timely and professional manner to maintain strong relationships.
• Cross-functional collaboration : Collaborate with internal departments to address customer needs, drive product/service enhancements, and ensure consistent customer experiences.
• Continuous Improvement Initiatives : Stay updated on industry trends and best practices, driving continuous improvement initiatives to enhance the organization's customer-centric culture.
• Documentation and CRM Management : Maintain meticulous records of customer interactions, inquiries, and resolutions within the CRM system, ensuring data accuracy and compliance with privacy regulations.
• Product and Service Knowledge : Demonstrate in-depth knowledge of company products and services, enabling informed recommendations and upselling opportunities to enhance customer experiences and drive revenue growth.
• Inquiry Resolution : Effectively handle customer inquiries, requests, and complaints, utilizing active listening and problem-solving skills to provide accurate information and timely resolutions.