Olivia Melvin

•C-Suite & Board Governance: Provide mission-critical support to the General Counsel, Company Secretary, and Board of Directors, managing sensitive board-level operations and the secure distribution of packs via Diligent. •Strategic Inbox & Diary Management: Act as the primary gatekeeper for the General Counsel, prioritizing urgent legal matters and managing complex, multi-time zone calendars and international travel logistics. •Operational Continuity: Designated second-in-command for the Chair and CEO’s office; assumed full operational responsibility during absences to ensure zero disruption to leadership workflows. •Financial & Commercial Oversight: Manage departmental spend trackers and the purchase-to-pay cycle (SAP, Concur, Basware) with the Finance Business Partner •Legal Execution: Coordinate the execution of legal documents involving external notaries and multi-signatory coordination across multiple jurisdictions. •Event Orchestration: Lead the end-to-end delivery of the Annual General Meeting (AGM), Board meetings, and Global Leadership conferences, including venue logistics and agenda setting

•Responsible for all UK & overseas travel arrangements, providing Directors and Managers with itineraries before each trip ensuring all details are up to date and added to the diaries •Arranging internal and external meetings, booking meeting rooms, hospitality, dinners and liaising with both internal and external PA’s. •Coordinate all global conference calls for the Assurance/Training teams •Administration tasks including creation/preparation of documents and presentations •Undertake/ support specific project work as required to meet the changing needs of the business •Responsible for processing expenses in a timely manner and submission to the relevant Manager for sign off •Raising purchase orders for the Assurance team and ensuring all invoices are approved on time •Liaise with internal staff based both in the UK and globally and liaise with external clients •Meet and greet visitors; plan and arrange lunches, dinners and external events •Develop contact networks, both internally and externally •Making sure time zones are always taken into consideration

Joined BSI as an NVQ Level 3 Customer Relations Apprentice and progressed to a permanent Customer Service Administrator within the Knowledge Solutions division. • Take ownership of all inbound and outbound calls • Deal with the Customer Services mailbox and respond to all emails within a 24 hour SLA • Meet all customers’ needs and expectations through call monitoring and the customer satisfaction survey • Maximize cross-selling all sales opportunities which go towards individual/departmental targets to create revenue • Handle customer complaints and take corrective action • Complete customer service reports • Deal with conference bookings • Deal with update contracts for British Standards • Enrich the customer database with full and accurate information • Deal with post ensuring all letters are forwarded to the correct department • Use Salesforce to record all phone calls, emails and lead opportunities

• Gain experience using SAP • Process complex customers’ orders • View status of customers’ orders • Responded to customers via telephone and email in a professional manner • Manage the customer service email box to ensure all emails are within a 24 hour SLA • Provide customer service to both internal and external customers