Selwyn Laing
Portsmouth,VA
Summary
Seeking a challenging career position that utilizes my abilities and skills, enriches my knowledge, and affords me the opportunity to be part of a team that contributes towards the growth of the organization. Thereby, yielding the twin benefits of job satisfaction and convenient professional growth.
Offering strong foundation in analytical thinking and process improvement, eager to learn and develop within dynamic environment. Produces innovative solutions and effective strategies to enhance operational efficiency and streamline workflows. Ready to use and develop project management and problem-solving skills in [Desired Position] role.
Overview
12
12
years of professional experience
Work History
Senior Operations Manager
Liberty Source
02.2023 - 10.2024
- Oversee, monitor and manage the collection, analysis, and reporting on performance statistics to drive operational efficiencies, proactive responsiveness, and long-term forecasting
- Build and lead Data Labeling team supporting, designing, and implementing processes for manual data labeling
- Define quantitative metrics to measure and improve data quality
- Coordinating and optimizing processes for generating high quality data to train our clients models
- Work closely with Process Optimization team to establish and maintain data workflow from process definition to data delivery
- Provide leadership for the supervisor teams to achieve desired service levels, employee development and key KPIs
- Lead and direct work force management ensuring timely and accurate scheduling and responding to real time changes
- Develop and deploy standards appropriate to the business needs across all performance aspects, continually benchmarking performance
- Gain insights of workforce issues
- Identify OKR’s to achieve business strategies and effectively overcome constraints
- Manage the hiring and training remote team data labelers and supervisors
Business Marketing Educator
Portsmouth
01.2019 - 02.2023
- Facilitate specialized subject matter(s), motivating all students to achieve maximum potential;
- Assists in developing individualized instructional programs;
- Instruct students in area(s) of specialization and subject matter specified in State law and administrative regulations and procedures of Portsmouth Public Schools;
- Establishes and maintains standards of behavior;
- Encourages students to think independently, develop and express original ideas;
- Evaluates students' progress, maintains appropriate records, prepares progress reports;
- Communicates with students, student counselors and parents through conferences and other means;
- Maintains professional competence through in-service education and self-selected professional books and instructional materials
Site Operations Manager
Ibex Global
01.2018 - 06.2018
- Manage overall operations and responsible for the effective and successful management of labor, productivity, quality control and safety measures as established and set for the Operations Department (over170 employees)
- Responsibilities include interviewing, selection and hiring; training new and existing employees; planning, assigning and directing work; authoring and discussing with employee’s performance appraisals; addressing employee performance and corrective action plans; employee motivation and rewards
- Enhance the operational procedure, systems and principles in the areas of information flow and management, business processes, enhanced management reporting and looks for opportunities to expand systems
- Analyzing department budget of the company in collaboration with the site director
Customer Service Operations Supervisor
QVC Inc.
05.2014 - 12.2016
- Responsible for managing virtual and variable labor staff of over20 at the contact center
- Investigate customer’s problems and find solutions
- Make decisions or recommendations regarding personnel actions and annual evaluations
- Handle major incidents that cannot be resolved by agents
- Resolve complaints and issues refunds
- Oversee product exchanges and returns
- Compile and print reports on overall customer satisfaction, oversee product exchanges and returns
Customer Service Manager
AvalonBay Communities
07.2012 - 03.2014
- Responsible for ensuring the daily performance and timely achievement of all operational and administrative goals of the Customer Service Line Group
- Maintain work environment that facilitates high job satisfaction and associate retention
- Supervise exempted and non-exempt associates and responsible for recruiting, scheduling work assignments, provide daily1 on1 coaching
- Making decisions or recommendations regarding personnel actions and annual evaluations
- Feedback and remedial training for all team members and conduct quality reviews
- Created Kudos Card recognition’s program
Education
Master of Business Administration (MBA) -
Regent University
Virginia Beach, VAB.S - Organization Leadership & Management
Regent University
Virginia Beach, VADoctor of Business Management - undefined
Northcentral University
San Diego, CA01.2025
Skills
- Operations management
- Productivity improvement
- KPI reporting
- Strategic planning
- Workforce planning
- Hiring and onboarding
- Process improvements
- Data analysis
- Team leadership
- Client account management
- Effective leader
- Business development
President Award
Awarded to the employee who modeled dynamic leadership, innovative solutions, and production.
Languages
English
Full Professional
Timeline
Senior Operations Manager
Liberty Source
02.2023 - 10.2024
Business Marketing Educator
Portsmouth
01.2019 - 02.2023
Site Operations Manager
Ibex Global
01.2018 - 06.2018
Customer Service Operations Supervisor
QVC Inc.
05.2014 - 12.2016
Customer Service Manager
AvalonBay Communities
07.2012 - 03.2014
B.S - Organization Leadership & Management
Regent University
Doctor of Business Management - undefined
Northcentral University
Master of Business Administration (MBA) -
Regent University
Work Preference
Work Type
Full TimeWork Location
RemoteHybridOn-SiteImportant To Me
Career advancementCompany CultureCertification
Competent Toastmaster (CTM)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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