Fermila Filomena D'Souza is seeking a challenging position applying her educational and management skills. She has a Bachelor's degree in Philosophy and Psychology from PES College of Arts and Science. She has over 10 years of work experience in customer service roles, including as a switchboard operator at Mediclinic City Hospital and receptionist at Feleo Motors. She also has experience working as a hostess at the Indego restaurant and as a telephone operator at Grosvenor House Hotel in Dubai between 2005-2009. She is proficient in English, Hindi, Konkani and has advanced computer skills including Microsoft Office.

1. FERMILA FILOMENA D’SOUZA
fermiladsouza@yahoo.com
+97156 4767840
OBJECTIVE
To secure a challenging position in an organization where I can apply my educational and
management skills to help achieve the organization’s success.
EDUCATIONAL QUALIFICATION
Bachelor of Arts (Philosophy & Psychology)
PES College of Arts and Science, Goa University
Higher Secondary Education at GVM’S Higher Secondary School, Ponda, Goa
WORK EXPERIENCE
Mediclinic City Hospital - Switchboard Operator
August 2014 – present
Handling all incoming and outgoing calls and direct to various department
Answer incoming calls, greeting callers, providing information, transferring calls and/or taking
messages as necessary.
Sending and replying internal and external emails.
Anticipate patients needs and respond immediately to meet their expectation.
Provide information and deal with queries from the public and patients.
Assisting for patients appointments needed.
Relay and route written and telephonic messages.
Keep records of calls placed and charges incurred.
Record messages, suggesting rewording for clarity and conciseness
Feleo Motors ‘’ Ashok Leyland” Authorized Service Centre as a Receptionist cum data
operator (2010 November to July 2012)

2. Answer all incoming calls and handle caller’s inquiries whenever possible.
Re-direct calls as appropriate and take adequate messages when required.
Greet, assist and/or direct students, visitors and the general public.
Assist in the planning and preparation of meetings.
Provide word-processing and secretarial support.
To perform data entry and other software programs for necessary work.
Grosvenor House West Marina Beach Dubai U.A.E – CROSS EXPOSURE
May 2005 - September 2008
GROSVENOR HOUSE BANQUETS OPERATION MICE (Meeting, incentive, conference and
exhibition) SCOPE AND GENERAL PURPOSE OF THE JOB:
To ensure that the highest standards of guest care and customer satisfaction are maintained at
all times during the entire guest stay. To provide a quick and efficient service to all guest
regardless to whether they are resident or nonresident i.e. Day conference guests. To strive to
constantly anticipate the client’s needs to ensure a high level of client satisfaction. To maximize
revenue by ensuring all services are charged for where applicable To be aware of the Hotel
Management their office locations, role and availability. To have a good understanding of
Business Travelers needs. To strive to constantly anticipate the client’s needs to ensure a high
level of client satisfaction. To make sure behavior measures up to the standard required by the
hotel and its representatives.
INDEGO – GROSVENOR HOUSE WEST MARINA BEACH DUBAI
Contemporary Indian restaurant offers traditional spiced dishes with fine dining presentation
overlooking Dubai marina, Featuring Michelin star chef Vineet Bhatia as chef consultant,
capacity 120 covers. Dubai’s Highly Commended for best Indian restaurant by Time out
Restaurant awards for 2006, 2007, 2008, and 2009
WORKING AS A HOSTESS
2006 November TO SEPTEMBER 2009
To ensure that all reservations are properly entered in the restaurant reservation book to
follow the telephone Standard a scripted in the standard of performance manual To maintain a
cash float. To Ensure Product Knowledge. To be hospitable, charming, pleasant and well read.
To maintain a high standard of personal hygiene. To attend all hotels training as requested by
the management.
GROSVENOR HOUSE HOTEL
MAY 06 TO NOV 06
Telephone Operator

3. Handling calls. To check wake up calls to organize the desk. To print the guest in house lists
Update duty on call board Check if reminder, paging, IDD and guest service sheet are prepared.
Check music on hold mail the occupancy note to Front Office Manager and update in the
system. To know all the emergency procedures.
TRAINING AND COMPUTER LITERACY
AdvanceComputer Courses Packages: MS Word, MS Excel, MS PowerPoint,
Internet, Email. Other SoftwarePackages, Utilities & Applications: Opera &
Fidelio.
Attended a HACCP systemawareness seminar atGrosvenor HouseHotel.
Attended a Fire Training, Team Building Training, and Bomb Threat Procedures.
Human Resource course
(Arabian adventures institute Panjim Goa.)
LANGUAGES
Spoken and written knowledgeof English, Hindi and Konkani.
Personal Information
Contact No. 00971569397075
Email fermiladsouza@yahoo.com
Nationality Indian
PassportNo. L 4846225
Date of issue 08/10/2013
ExpiryDate 07/10/2023
Marital status Married.
Visastatus Residence visa.