Veronica Fernandes is seeking a position that utilizes her skills and experience. She has over 10 years of experience in customer service, administration, and human resources roles in India and the UAE. Her experience includes positions at hotels, retailers, banks, and business process outsourcing companies. She is proficient in Microsoft Office applications and has strong communication, organizational, and problem-solving skills.

1. Veronica Fernandes
Mobile Number: 971509799202
E-mail Address: veronica_rathod@yahoo.com
POSITION DESIRED Any position that suits my capability
PROFESSIONAL OBJECTIVE
A dynamic, team spiritedand results oriented individual seeking to utilize skillsto contribute to
your organization’s growth and objectives. I bring with myself the experience of working in fast-
paced environments, focusing on achieving businesstargets and handling multiple responsibilities.
Strong experience in both Voice and a Non – Voice environment and providing consistent client
satisfaction by maintaining a good track record to work in a team towards a common goal.
STRENGTHS
 Strong interpersonal & written communication skills
 Very pleasing and social interactive personality. Excellentpublic relation & customer service
qualities
 Capable of working in a diverse and multicultural workforce
 Detail oriented, creative, proactive, flexible and adaptable
 Multitasking capabilities with strong ability to plan prioritize
 Team player attitude and spirit with strong leadership skills
EDUCATION
H.S.C completed from Pune University in (2006)
Bachelor’s Degree in Arts. (2009)
Abhinav Education Foundation. College of Mod-Tech Arts, Commerce & Science, Pune.
TECHNICAL EXPERIENCE
 Good working knowledge in Microsoft Office Applications
 Organizing presentations, managing worksheet (Excel) and Word Processing (Word)
 Attendance System known as HRMS
 Opera System
WORKING EXPERIENCE
Mercure Gold Hotel (UAE) (July ’14– Dec ’15)
(Located in 51 countries, the Mercure hotel network encompasses over 750 3-star and 4-star hotels
across the globe. By embracing dynamic growth, Mercure's goal is to provide even better solutions
for the business and leisure hotel sector. Today, you can stay at a Mercure hotel in multiple national
and regional capital cities, by the sea, in the mountains and many other places.)

2. Designation: HR and Admin Coordinator (Secretary)
Job Description:
Recruitment Specialist: Compensation, Benefits, Payroll, Timekeeping and Employee Services
 Assist the HR manager in updating and designing company job descriptions to reflect
changing roles.
 Providing assistance in hiring process activities, walk-in-interview ,employee referral,
 Screen candidates CV for basic compliance with position qualifications,and summarizes CVs
for easier evaluation by the departmental heads.
 Preparing filesfor new employees and coordinate for their requirements;
 Maintains employee information by entering and updating employment and status-change
data.
 Maintains employee confidence and protects operations by keepinghuman resource
information confidential.
 Prepares contract of service of newlyhired employees;
 Preparing monthly staff attendance report for payroll processing through HRMS System.
 Coordinate PRO task, (visa,labor card, emirates ID, etc.)
 Prepares documents for proper filingand export paperwork to specific departments.
 Preparing certification for employees.
Secretarial Work
 Directly reporting to HR and General Manager.
 Prepares and submit report of Activities/ Draft minutes of the meeting and
announcements;
 Responsible for the preparation of materials neededfor the Local trainings/monthly
meetings.
 Prepares documents for proper filingand export paperwork to specific departments.
 Drafts and types reports, letters,memoranda, forms and correspondence.
 Attend meetings in order to record minutes.
 Maintains proper and systematic filingof all paperwork.
 Handle sensitive and confidential information with discretion
 Answering to the comments of guests on Trip advisor on behalf of general Manager.
 Assists Sales Department and other Senior Managers from time to time and as directed for
any activities taking place in the Hotel.
PERFETTO TRADING COMPANY L.L.C (Distributor for Nespresso) UAE ( Jan ’14– June ’14)
(Nespresso is the brand name of Nestlé Nespresso S.A., an operating unit of the Nestlé Group based
in Lausanne, Switzerland dealing with coffee and coffee machines.)
Designation: Sales Coordinator / Office Assistant
Job Description:
 Undertake administrative jobs such as preserving important and confidential agreements
between the company and the customers
 Maintaining database of sales team
 Preparing monthly sales reports and submitting to the senior level management
 Help in renewal of contracts with clients based on earlier experiencesof working with these
clients
 Responding to prospective/existingclient requests
 Sourcing prospective clientsand making initial introductions
 Making calls and sending emails to clients for the collection of money. (follow up)
 Generate and followup on quotation status and update orders and quotation database
 Understand customer requirements and intimate team about the same
 Worked at the receptionist and assisted the administrator
RAKBANK UAE Jan ’12– Dec ’13
(Trading name of the National Bank of Ras Al-Khaimah)
Designation: Tele Service Executive

3. Job Description:
 Help building clients interestin products and services that are offered by the organization
 Maintenance on Customer’s Accounts as per their request
 Setting performance objectives,which are in-line with Organization’s objectives
 Coordination and interaction with other units of the bank to resolve complaints at the
earliest and seekingtheir assistance to determine Root Cause Analysis
 Ensured prompt followup actions on all customers enquiresand issues
 Exploring new sales areas & way to achieve target
Job Description:
 Handling customer’s complains and providing resolution at our best
 Completing all the cases of the customer’s issues and reporting to the manager with the
details
 Attending training for next level
 Making sure that all the customers go with a smile on the call by giving resolution
 Communicating to customer’s in satisfactory way
Intercraft Trading Pvt . LTD (India) May ’06 – June ’08
(A blend of all high value brands which consists of perfumes, skincare and cosmetics.) Brands
“Elizabeth Arden” & “Nina Ricchi’
Designation: Customer Service Associate
Job Description:
 Identifyingskin types and skin conditions and knowing the best products for each Client.
 Demonstrating how to clean and care for skin properly and recommend skin-care regimens.
 Keeping records of client needs and preferences and the services provided.
 To determine which products will improve clients' skin quality and appearance and guide
them about the treatments required.
 Answering customers’ questions and makes nervous customers feel comfortable and
relaxed.
 Sellingcustomers as many appropriate products as possible.
 Attending workshops and seminars on new product lines.
 Meeting or exceedingspecifiedsales goals.
 Making followup phone calls to customers and verifiesthat they are satisfied with the
products they purchased.
 Managing the product inventory.
 Producing sales reports for managers.
Pantaloons’ Pune Central (India) Mar ’05 – Apr ’06
Job Description:
 Attending customers’ queries and complaints
 Helping with difficultsituations at helpdesk
Hutchison Global Services Pvt. Ltd. (India) Oct ’08– Oct ’11
(Hutchison Global Services (HGS) is one of India’s largest international telecom BPOs. In the BPO
industry, it remains one of the leading and reputed contact centers.)
Designation: Customer Service Associate & Administrator
(As India’s leading retailer, operate multiple retail formats in both the value and lifestyle segments
of the Indian consumer market including.)
Designation: Customer Service Associate & Administrator

4.  Co-coordinating with floor manager for floor issues
 Dealing with stock requirements of the floor
 Opening and closing daily reports
PERSONAL INFORMATION
Date of Birth : 16 October, 1986
Civil Status : Married
Religion : Roman Catholic
Nationality : Indian
Languages Known : English, Hindi and Marathi
Visa : Tourist Visa until 2nd
June 2016
CHARACTER REFERENCES
Ms. Sushma Shetty Mr. Salim Babu
HR Manager HR and Accommodation Coordinator
Mercure Gold Hotel Mercure Gold Hotel
Dubai Dubai
+971 502195022 +971 502317639
I hereby certify that the above information are true and correct to the best of my knowledge
and belief.
VeronicaFernandes