Lizia Edwin Fernandes
Administrative Officer / Coordinator
Margao South-Goa ,Goa
Summary
Dynamic Administrative Officer with a proven track record at Sea Survival Center ATI-ONGC, excelling in office administration and crisis management. Enhanced operational efficiency through strategic process improvements, while fostering teamwork and collaboration. Recognized for exceptional problem-solving abilities and effective communication, driving significant improvements in project completion and employee satisfaction.
Overview
10
10
years of professional experience
3
3
Languages
Work History
Administrative Officer
Sea Survival Center ATI-ONGC
02.2024 - Current
- Streamlined office processes by implementing efficient administrative systems and procedures.
- Handled sensitive information discreetly while adhering strictly to company policies regarding confidentiality or legal compliance requirements.
- Assigned and directed staff to perform security duties under normal conditions and in crisis situations.
- Assisted in the development and implementation of company-wide policies and procedures to improve efficiency and maintain regulatory compliance.
- Developed and evaluated management improvements and practices in division through use of research and analysis.
- Ensured timely completion of projects with effective prioritization, delegation, and time management strategies.
- Facilitated event planning and coordination for conferences, workshops, and training sessions to promote professional development opportunities.
- Assisted in recruitment efforts by screening candidates, conducting interviews, and providing feedback on potential hires.
- Supported project managers with administrative tasks including data entry, file organization, research support services as needed throughout various stages of project cycles.
- Interpreted and communicated complex fiscal and administrative concepts to operational staff.
- Promoted continuous learning within the workplace through sharing best practices during internal meetings or presentations showcasing successful strategies implemented within the department.
- Reduced workload for senior staff by handling routine tasks such as correspondence, scheduling, and document preparation.
- Notified proper authorities and leadership in emergency situations.
- Coordinated travel arrangements for executive staff members ensuring smooth itineraries aligned with schedules or preferences where possible.
- Enhanced communication between departments by organizing regular meetings and distributing meeting minutes.
- Managed vendor relationships to negotiate contracts, secure competitive pricing options, and ensure reliable service delivery.
- Served as liaison between employees and management to address workplace issues effectively while maintaining confidentiality when necessary.
- Filed reports, completed established rounds and followed post orders.
- Developed comprehensive reports on department performance metrics for review by senior leadership teams.
- Increased employee satisfaction by addressing concerns promptly and maintaining a supportive work environment.
- Managed office budget, tracking expenses and optimizing resource allocation for costefficiency.
- Improved interdepartmental collaboration through the development of cross-functional initiatives and guidelines.
- Maintained accurate records and archives to ensure easy access to essential information for management decisions.
- Oversaw facility maintenance activities, coordinating repairs and upgrades to create a safe and comfortable workspace.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Completed daily logs for management review.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Increased customer service success rates by quickly resolving issues.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Volunteered to help with special projects of varying degrees of complexity.
- Performed wide-ranging administrative, financial and service-related functions.
- Trained and supervised employees on office policies and procedures.
- Proofread and edited documents for accuracy and grammar.
- Directed automation of office procedures such as correspondence management, recordkeeping and online communications.
- Streamlined office operations by effectively monitoring and addressing client correspondence and data communications.
- Managed data and correspondence to secure information across complex landscapes of organizational departments.
- Planned and coordinated logistics and materials for board meetings, committee meetings, and staff events.
- Drafted common document templates to reduce time spent creating documents from scratch.
- Increased profitability and productivity by minimizing downtime and streamlining quality control procedures.
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
- Served as corporate liaison for finance, IT, and marketing departments.
Customer Service Representative ( Part Time job)
Max Life Insurance
08.2022 - 02.2025
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Improved resolution time with effective problem-solving for customer complaints.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Managed timely and effective replacement of damaged or missing products.
- Sought ways to improve processes and services provided.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Cross-trained and provided backup support for organizational leadership.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Cross-trained and backed up other customer service managers.
- Identified and resolved discrepancies and errors in customer accounts.
Administrative Coordinator
Bhavany Realty Private Limited
07.2022 - 01.2024
- Supported project management efforts by tracking deadlines, maintaining documentation, and communicating progress updates to stakeholders.
- Collaborated closely with department heads for strategic planning purposes while ensuring their alignment with overall organizational goals.
- Maintained a well-organized filing system to ensure easy access to important records and documents.
- Reduced expenses by monitoring budgets, tracking expenditures, and identifying cost-saving opportunities.
- Provided exceptional administrative support to executive staff members through meticulous organization skills and attention to detail.
- Streamlined office operations by implementing efficient administrative processes and procedures.
- Facilitated smooth day-to-day operations by anticipating needs, proactively addressing potential issues, and efficiently resolving problems as they arose.
- Managed calendars, scheduled appointments, and coordinated travel arrangements for senior staff members.
- Answered phone calls and responded to inquiries from customers, vendors and other external contacts.
- Enhanced communication between departments with timely and accurate preparation of reports and documents.
- Assisted in the recruitment process by screening resumes, scheduling interviews, and facilitating onboarding activities for new hires.
- Greeted visitors with professionalism and enthusiasm to provide support and direct guests to appropriate department.
- Managed and maintained electronic and paper-based filing systems to keep essential documents and information easily accessible and organized.
- Improved customer satisfaction through prompt and professional handling of inquiries and concerns.
- Proactively identified opportunities for improving administrative processes, implementing changes that led to increased efficiency and effectiveness.
- Contributed to a positive work environment by proactively addressing employee concerns and fostering open channels of communication among colleagues.
- Organized successful events by overseeing logistics, managing vendors, and coordinating promotional efforts.
- Increased team productivity with effective delegation of tasks and prioritization of responsibilities.
- Ensured compliance with company policies by maintaining up-to-date knowledge of regulations and conducting regular audits of procedures.
- Collaborated with cross-functional teams to achieve project objectives within tight timelines.
- Enhanced team communication by organizing weekly meetings and setting clear agendas.
- Streamlined office operations, implementing digital file management systems to reduce paper waste and improve accessibility.
- Implemented new scheduling system for conference rooms, eliminating double bookings and maximizing space utilization.
- Optimized travel arrangements for executives, resulting in cost savings and itinerary efficiencies.
- Oversaw budget tracking and expense reporting, ensuring projects stayed within financial constraints.
- Reduced email response time, prioritizing urgent communications and delegating tasks effectively.
- Increased office efficiency with development of comprehensive administrative procedures manual.
- Negotiated with vendors for office supplies, securing cost savings while maintaining quality.
- Facilitated cross-departmental collaboration by establishing shared project management platform.
- Managed inventory of office supplies, ensuring essential items were always in stock.
- Improved employee onboarding process, resulting in shorter adjustment period for new hires.
- Improved data accuracy, overseeing transition to new database system and training staff on its use.
- Assisted in preparation of presentation materials, contributing to successful client meetings and proposals.
- Organized and maintained digital and physical filing systems, improving document retrieval times.
- Managed complex schedules for senior management to optimize their time and productivity.
- Conducted research for special projects, providing valuable insights that informed decision-making.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Kept high average of performance evaluations.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Conducted ongoing reviews of program financial systems to assess cost control measures.
- Monitored front areas so that questions could be promptly addressed.
- Interceded between employees during arguments and diffused tense situations.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Implemented project management techniques to overcome obstacles and increase team productivity.
HR Assistant
Oil And Natural Gas Corporation-IPSHEM Betul Goa
06.2019 - 05.2022
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Answered and redirected incoming phone calls for office.
- Organized new employee orientation schedules for new hires.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Created and completed personnel action forms for hires, terminations, title changes and terminations.
- Updated and maintained employee attendance records.
- Participated in recruitment and selection process for new hires.
- Responded to employee inquiries regarding benefits and other HR topics.
- Processed documentation for employee actions such as new hires, grievance resolutions and terminations.
- Developed and maintained HR policies and procedures.
- Set up orientations and initial training for new employees.
- Scheduled and coordinated interviews between hiring managers and potential candidates.
- Conducted exit interviews with terminated employees.
- Compiled employee records from individual departments to maintain central files.
- Helped employees register for benefits programs using online portals.
- Assisted with creating employee handbooks and manuals.
- Checked references for potential candidates.
- Coordinated employee relocation processes.
- Aided staff with employee performance review paperwork and documentation.
- Monitored and analyzed employee satisfaction survey results.
Admin
M/s. Swapna Developers
06.2016 - 05.2019
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
- Maintained personnel records and updated internal databases to support document management.
- Established an organized filing system that streamlined document retrieval and reduced misplaced files.
- Improved employee productivity with effective time management strategies for daily tasks.
- Supervised administrative support staff members, offering guidance, feedback, and mentorship that contributed to their professional growth and development.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
- Maintained accurate documentation of company policies and procedures for easy reference by all employees.
- Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
- Served as a liaison between departments, fostering open communication channels that improved overall organizational function.
- Coordinated company events and meetings to foster teamwork and boost employee morale.
- Enhanced internal communication by creating a centralized information hub accessible to all staff members.
- Managed human resources functions, including hiring, onboarding, and employee evaluations for optimal team performance.
- Implemented customer feedback system, leading to improved service delivery and customer satisfaction.
- Facilitated communication between departments, ensuring smooth operation and timely completion of projects.
- Organized and executed quarterly staff training sessions, keeping team informed on latest administrative protocols and technology.
- Improved team productivity with introduction of shared online calendar for tracking deadlines and appointments.
- Coordinated logistics for annual corporate events, ensuring seamless execution and high attendee satisfaction.
- Coordinated with IT department to upgrade software, ensuring all systems were up-to-date and running efficiently.
- Managed scheduling for executive staff to ensure optimal time management and productivity.
- Led transition to paperless office, reducing operational costs and environmental impact.
- Initiated program for recycling and waste reduction, contributing to corporate sustainability goals.
- Developed and maintained up-to-date database of contacts, facilitating quick and efficient communication.
- Implemented new email management strategy, reducing clutter and improving communication efficiency.
- Streamlined invoice processing, reducing average payment turnaround time.
- Negotiated with vendors to secure more favorable terms, resulting in cost savings for office expenses.
- Collected, arranged, and input information into database system.
- Gathered, organized and input information into digital database.
- Maintained database systems to track and analyze operational data.
- Evaluated customer needs and feedback to drive product and service improvements.
- Created and managed project plans, timelines and budgets.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Conducted regular reviews of operations and identified areas for improvement.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Educated staff on organizational mission and goals to help employees achieve success.
- Frequently inspected production area to verify proper equipment operation.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Education
No Degree - HR Assistant Apprenticeship
Oil And Natural Gas Corporation Limited
Betul Goa Bachelor of Arts - Psychology
Rosary College of Commerce And Arts
Navelim, South-Goa 05.2016
High School Diploma - Language Arts Education
Marie Bambina Higher Secondary School
Cuncolim, South-Goa 05.2013
High School Diploma - Elementary School Teaching
St Rocks High School
Tollecanto-South-Goa 05.2011
Skills
Office administration
Document management
Scheduling and calendar management
Meeting facilitation
Report generation
Budgeting and finance
Organizational leadership
Records management
Facilities management
Budget administration
Teamwork
Teamwork and collaboration
Customer service
Problem-solving
Time management
Problem-solving abilities
Multitasking
Multitasking Abilities
Excellent communication
Decision-making
Self motivation
Time management abilities
Adaptability and flexibility
Effective communication
Team collaboration
Active listening
Scheduling coordination
Mail handling
Contract review
Organizational skills
Telephone and email etiquette
Insurance claims processing
Team building
Attention to detail
Problem-solving aptitude
Document scanning
Documentation and recordkeeping
Adaptability
Analytical thinking
Relationship building
Inventory control
Workflow management
Staff supervision
Report writing
Quality control
Administrative support
Crisis management
Support services
Performance monitoring
Project planning
Task prioritization
Interpersonal skills
Professionalism
Project coordination
Report preparation
Professional and mature
Reliability
Filing and data archiving
Written communication
Meeting planning
Continuous improvement
Interpersonal communication
Conflict resolution
Workflow coordination
Vendor relations
Policy implementation
Administrative background
Event coordination
Calendar management
Process improvement
Spreadsheet creation
Travel arrangements
Office equipment operation
Business administration
Mail management
Strong problem solver
Budget management
Supply restocking
Business communication
Inventory replenishment
Supply management
Travel planning
Logistical planning
Timeline
Administrative Officer
Sea Survival Center ATI-ONGC
02.2024 - Current
Customer Service Representative ( Part Time job)
Max Life Insurance
08.2022 - 02.2025
Administrative Coordinator
Bhavany Realty Private Limited
07.2022 - 01.2024
HR Assistant
Oil And Natural Gas Corporation-IPSHEM Betul Goa
06.2019 - 05.2022
Admin
M/s. Swapna Developers
06.2016 - 05.2019
No Degree - HR Assistant Apprenticeship
Oil And Natural Gas Corporation Limited
Bachelor of Arts - Psychology
Rosary College of Commerce And Arts
High School Diploma - Language Arts Education
Marie Bambina Higher Secondary School
High School Diploma - Elementary School Teaching
St Rocks High School