1. Shannon A Persaud
Curriculum Vitae
140 Block 8 Mon Repos, EastCoastDemerara
Tel: 234-1589:Cell: 672-1528
Email: shannonapersaud@gmail.com
2015
11/03/14

2. Curriculum Vitae
Shannon André Persaud.
D.O.B- 25th
December 1990. Age (24)
EXPERIENCE
 Operations Manager- Universal Communications Inc.- July 2014- Present
 As a member of Universal Communications Inc.; Team, the Operations Manager
successfully manages, develops and coordinates activities of the Staff body.
 Monitor call performance of team members against standards; receive input from Quality
Control and Training Department; coach/mentor team members using data received
from variety of sources. Maintain performance records/reports of team.
 Review reports to ascertain and evaluate effectiveness of Client expectations
 Identify team members who require training in advanced topics or remedial training;
transfer team members to retraining spine as required with appropriate documentation
on performance weakness and strengths.
 Conduct performance counseling and coaching on a periodic basis with team members;
conduct performance reviews; make recommendations for salary changes.
 Establish and maintain an environment that encourages team work and individual efforts
and ethical behavior.
 Maintain appropriate staffing levels for team and in compliance with company policies on
flexible scheduling; maintain/update time and attendance information in automated
software; approve paid time off in accordance with company policies. Administer verbal
and written counseling to correct inappropriate behavior and conduct.
 Participate in all required training for automation and telephone systems;
Inbound/Outbound Calls, back end Work and other practices to keep Supervisor advised
of potential areas of improvement.

3.  Universal Exports - Director – Research & Development - July 2013- June2014
Duties and responsibilities of this position include but not limited to:
 Managing the day to day operations
 Research and document information as requested by the CEO
 Schedule appointments for the CEO
 Attend, take notes & document minutes of meetings in absence of the CEO
 Liaise with overseas clients, provide updates on current and future objectives and
ventures of the Company
 Manage staff body in Guyana
 Liaise with CEO on all aspects pertaining to the development and progress of
Universal Exports
 Continuously research and develop clientele for the Company
 Sambora Communications Inc.- Marketing Agent/Representative
March 2013 - May 2013 - duties and responsibilities of this position included but
Not limited to:
 Contacting Customers in the United Kingdom on behalf of British Gas(Client)
 Marketing British Gas energy services and persuade customers to switch
 Marketing other client’s services at the same time
 Documenting of all information on successful customers who agrees to switch to
marketed clients
 Scheduling call backs for customers who seemed hesitant towards switching their
energy partner
 Scheduling call backs for customers who refused offers of marketed clients
 Selling all services of clients to customers in a convincing manner and attitude with the
aim and objective of every call being a “YES”
 Targeted amount of YES’s per day - 80 and over 200 calls per day

4.  Reunion Manganese Inc.- Administrative Assistant/Data Entry Clerk
February 2011 - June 2011 - duties and responsibilities of this position included
But not limited to:
 Preparing Requisitions form Camp site to Georgetown
 Store & Kitchen monthly inventory recording
 Tracking and analyzing of Fuel shipment to and from Camp site
 Prepare/submit monthly Fuel & Inventory reports
 Handle and recording of available accommodation & number of staff at Camp site
 Prepare employees’ turn around schedule report
 Geo Technician - June 2011 - April 2012 - duties and responsibilities of this
Position included but not limited to:
 Trench & Core Sampling- Trench Sampling; Physical soil sampling and documentation
conducted on area stipulated by supervisor. Core Sampling; physical core cutting and
documentation as stipulated by Supervisor
 Geo Technician - recording of drilled core and activities per day on Diamond and RC
rigs/drills
 Data Entry Clerk - Weekly and monthly recording of Geology inventory and records
 Metrology Sampling
 Density Testing
 Railroad Testing
 Other areas surrounding duties of a Geo Technician

5.  Clear Connect Inc. - (CSA) Customer Service Agent - July 2008 - April 2009
Duties and responsibilities of this position included but are not limited to:
 Dealing with the client’s customers by taking calls, complying with the client’s
expectations and dealing with customers in a professional but at the same time
interactive manner
 Being able to comply with the client’s agent expectations such as Monthly/Weekly/Daily
(CSI) Customer Service Index and (QMF) Quality Monitoring Form which has its level of
limitations
 Being able to accomplish a 5.5 (perfect score) after the client, contacts random
customers that were serviced by monitored agent to carry out their regular (CSI)
Customer Service Index)
Being Knowledgeable of all products carried and sold by client with reason of being able
to advise customers to the correct usage
 (SA) Senior Agent - April 2009 - July 2009 - duties and responsibilities of this
Position included but not limited to:
 Abiding by Compliance and quality requirements
 Monitoring of calls by front line staff(agents) and providing feedback as stipulated on the
(QMA) Quality Monitoring Form
 Taking Responsibilities for issues escalated from first line staff(agents)
 Analyzing the issues and resolve (if possible) or escalate to (FMS) Floor Managers
 Backing up first line staff (agents) when the need arises
 Keeping users and management informed of the progress of issues
 (QAA) Quality Assurance Analyst - July 2009 – December 2010
Duties and responsibilities of this position included but not limited to:
 Monitoring of calls on a daily basis and providing relevant feedback as same
 Prioritizing all agents by conducting feedback sessions (individually) twice a week
 Posting, Storage of All Monitored Calls & Documentation of all Feedback sessions on
SharePoint, (CSOE) Clear Site of Excellence & Personal U-drive provided by employer
 Handling and scheduling of weekly conference calls with client such as (Calibration
calls) (Perception calls) and (Round Table Discussions)
 Being able to schedule conference calls with clients and agents when the need arises
 Monitoring of call with objective of discovering and monitoring of voice quality
 Record Keeping of all Quality Monitors on agents conducted internally & externally by
Clients

6.  Ensuring that all Quality documents are treated and austere confidentiality
Accomplishments and Achievements with Clear Connect Inc
 19th
March 2010- Letter Of Acknowledgment By CEO Of Clear Connect Inc, Mr. Adrian Collins
(can be provided upon request)
 Letters Of Confirmation For All Positions Listed Under Experience Above By HR Manager Of
Clear Connect Inc, Mrs. Carole Fletcher
 Letter Of 1st
(First) And 2nd
(Second) Year employment With Clear Connect Inc By HR Manager
Of Clear Connect Inc, Mrs. Carole Fletcher
EDUCATION
 Mon-Repos Primary School
 Academy of Apex Education
 St. Mary’s High School
QUALIFICATIONS
 Caribbean Examination Council (CXC) SUBJECTS
 Mathematics- Grade 2
 English Language- Grade 1
 Information Technology- Grade 1
 Principles of Business- Grade 2
 Principles of Accounts- Grade 2
 Social Studies- Grade 2
 Completed and obtained, Distinctions in Micro Computer Studies, which includes:
 Microsoft Word
 Microsoft Excel
 Microsoft Access
 Microsoft PowerPoint

7.  Upon completion of the above mentioned, achieved a Diploma in Micro
Computer Studies from the (IRI)Internationally Recognized Institution (Computer World
Inc)
 Completed and Obtained, Distinctions in Advanced:
 Pc Networking- Distinction
 Software- Distinction
 Hardware- Distinction
 Upon Completion, Diploma in Advanced Computer Repairs & Pc networking:
I’m now a certified technician which enables me to conduct Computer Repairs &
Pc Networking, on personal Clients and would also engage in activities that include any
of the above with the organization presently employed at if asked.
 Future Undertakings:
 Obtaining a Diploma in Computer Science
 Obtaining a Diploma in Business Management
 Obtaining a Diploma/Distinction in Telecommunications.