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Quality Microsoft Office

Bangalore, Karnataka, India
September 06, 2018

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Miss Zeena D’Souza

‘Ashoka Paradise’, Flat No. B*-G06,

Hoigebail Road, Ashoknagar Post, Urwa

Mangaluru, Karnataka – 575 006

Phone: 807-***-****


As a young and motivated individual, my substantial interest in Healthcare Administration has enhanced my knowledge in Operations and Quality in Hospitals. In particular, I have over 2 years of experience in Operations and Quality services as well as Patient safety aspects in the hospital. My role has strengthened my background with immense communication skills, problem resolution and team working skills.


I would like to be associated with an organization that is a leader in the field of Healthcare. I sought for a profession which enables me to embrace Innovation and Leadership. I believe that the need for Healthcare today is the presence of a versatile employee.


1st Mar’16 - 15th Mar’18: A.J. Hospital & Research Centre (NABH), Mangalore as Officer-Operations

Key responsibilities:

Administrative liaison to patients and families

Timely decisions that directly impact patient care

Effective communication and collaboration among departments

Investigation of patient/visitor concerns and planning for appropriate course of action

Intervening and solving inter/intra departmental issues

Identifying and intervening safety and risk management issues

Supporting clinical, operational and facility services throughout the hospital

Collaborating with staff to foster delivery of quality patient care

Carrying out Quality assurance related aspects such as:

Implementing, analyzing and monitoring Quality Indicators based on NABH standards

Collecting, analyzing and processing incident reports using Quality tools

Receiving, analyzing and monitoring patient complaints and feedback

Conducting various audits based on NABH standards

Conducting and coordinating with various Committee meetings

Formulating and updating policies and protocols for various departments in coordination with HODs, Quality Officer and top management

Conducting training sessions

16th Nov’15 - 15th Feb’16: Apollo Hospitals (JCI), Bangalore as Intern – Operations & Quality

Key responsibilities:

Coordinating with the Operations team for smooth functioning of the hospital

Framing Organogram of the various departments

Listing out role & responsibilities of various departments

Learning the arising hindrances and loopholes occurring in the smooth functioning of the hospital

Capturing the milestones set by the departments for betterment of the hospital

Framing protocols for processes in the various departments

Conducting Quality assurance audits

Conducting studies to assess awareness among staff ACADEMIC DETAILS

MHA from A.J Institute of Hospital Management, Mangalore (Rajiv Gandhi University of Health Sciences, Bangalore) in 2015

B.Sc.(CBZ) from St. Agnes College, Mangalore (Mangalore University) in 2013

10+2 from Pompei Pre University College, Talipady Aikala, Mangalore

(Government of Karnataka – Department of Pre-University Education) in 2010

10th from Little Flower High School, Kinnigoli, Mangalore (Karnataka Secondary Education Examination Board) in 2008


Operating system : Windows

Package : Microsoft Office


Successfully completed a Project - ‘A Study on Disaster Management Plan in a Super Specialty Hospital at Mangalore’

Participated in various competitions and bagged prizes in Poster presentation

Organized and hosted Conferences, CMEs and Workshops

Executed ‘Cost Reduction and Process Improvement Measures Using Lean Sigma Techniques’ in the areas of Registration and Admission desk at A.J Hospital & Research Centre, Mangalore

Awarded as excellent department (Oncology) by the NABH assessors in January 2018 during NABH re-accreditation assessment CERTIFICATIONS / TRAININGS

Certification in ‘Internal Counsellor Programme on NABH Standards’ by Quality Council of India (Certificate Number: H-3D-201*-**-****)

Certification in basic training on ‘Fire Prevention and Fire Fighting’ by R.A Mundkur Fire and Emergency Services Academy, Government of Karnataka, Bangalore (Reg No: 201*-**-*****)

Certification in ‘Lean Six Sigma Green Belt Certification and Training’ by ExcelR Solutions, Bangalore (Certificate Number: EXLRSSGB236)

Underwent various trainings, Workshops, Conferences and CMEs PERSONAL DETAILS

Date of Birth : 24th January 1993

Permanent Address : ‘Sweet Home’, Rajamuguli Colony, Mundkur Post & Village, Karkala Taluk,

Udupi District, Karnataka - 576 121

Mobile No. : 91-702*******

E-mail :

Father’s Name : Henry D’Souza

Hobbies : Dancing, Singing

Languages Known : English, Hindi, Kannada, Konkani, Tulu DECLARATION

I hereby declare that the above furnished information is genuine as best to my knowledge and I bear the responsibility for the correctness of the above mentioned particulars.

Date: 12th June, 2018


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