Customer Service Quality Assurance

Selwyn Laing

***********@**.*** • 757-***-****

LinkedIn • Portsmouth, VA

VP of Customer Operations

Customer-centric and results-driven executive leader with extensive experience in transforming customer service operations, optimizing large-scale workflows, and driving strategic initiatives that elevate client satisfaction and organizational performance.

Areas of Expertise

● Customer Experience Strategy

● Quality Assurance & Compliance

● Team Leadership & Training

● Project Management

● Data analytics

● Client Relationship Management

● Strategic Planning & Execution

● Cross-Functional Collaboration

● Marketing

● KPI & SLA Management

● Sales/ Service Delivery Excellence

● Operations Management

● Customer Journey Mapping

● Workforce Optimization

● Employee Engagement & Retention

Career Experience

Senior Operations Manager at Liberty Source

February 2023 — October 2024

Directed performance data lifecycle by overseeing collection, analysis, and reporting functions to enhance operational agility, forecast future trends, and boost decision-making precision. Coordinated cross-functional data generation efforts to produce high-quality training datasets that strengthen client AI model performance. Collaborated with Process Optimization units to streamline data pipelines from workflow design to seamless data handoff and delivery. Led workforce management operations by implementing dynamic scheduling systems and swiftly adjusting to real-time operational demands. Oversaw end-to-end recruitment and onboarding of remote teams, including data labelers and supervisors, while ensuring skill alignment and training compliance.

●Designed a leadership development program that significantly enhanced leadership pipeline strength and team capability.

●Drove client satisfaction scores by 15% through tailored solutions, responsive support systems, and improved delivery outcomes.

●Elevated operational performance to 100% service level achievement by introducing streamlined systems and accountability frameworks.

●Launched a targeted rewards and recognition initiative that boosted employee satisfaction by 25%, driving a culture of engagement and excellence.

●Guided supervisory teams toward exceeding performance targets by fostering a culture of continuous development, service excellence, and accountability.

●Established and managed a high-performing Data Labeling team by designing scalable workflows, enhancing manual labeling accuracy, and streamlining process implementation.

Business Marketing Educator at Portsmouth

January 2019 — January 2023

Facilitated mastery of specialized subject matter by engaging diverse learners and inspiring academic excellence across all performance levels. Delivered subject-specific instruction aligned with state standards and Portsmouth Public Schools' regulations. Established consistent behavioral expectations to create a structured and respectful classroom environment conducive to learning. Assessed academic progress through continuous evaluation, maintained detailed records, and generated data-informed progress reports.

●Supported design and implementation of individualized instructional plans tailored to varied learning needs and styles.

●Maintained instructional excellence by participating in ongoing professional development, engaging with current literature, and incorporating best practices.

●Achieve top-tier student outcomes, leading state business exam scores by a minimum margin of 12%, demonstrating instructional effectiveness and subject mastery.

Customer Service Operations Supervisor at QVC Inc., Chesapeake, VA

January 2014 — January 2016

Managed a dynamic virtual and variable contact center team of 20+ personnel to ensure efficient staffing and performance across operations. Investigated complex customer issues, identified root causes, and implemented effective resolutions to enhance satisfaction and loyalty. Recommended strategic personnel actions, conducted annual performance evaluations, and supported employee development through targeted feedback. Compiled and analyzed customer satisfaction reports to inform leadership decisions and drive continuous improvement initiatives.

●Maintained customer trust and operational integrity by overseeing seamless execution of product returns and exchanges.

●Resolved customer complaints, processed refunds, and ensured consistent policy application to uphold brand reputation.

●Enhanced new hire onboarding by restructuring training flow and incorporating real-world scenarios, resulting in faster readiness and stronger engagement.

Customer Service Manager at AvalonBay Communities, Virginia Beach, VA

January 2012 — January 2014

Drove daily operational and administrative performance of the Customer Service Line Group to ensure timely goal attainment and service excellence. Recommended and executed personnel actions, including annual evaluations, to support team growth and organizational alignment. Delivered targeted feedback and conducted remedial training sessions based on performance data and regular quality assurance reviews.

●Fostered supportive and engaging work environment to promote high employee morale, job satisfaction, and long-term retention.

●Launched Kudos Card recognition initiative to celebrate achievements, reinforce positive behaviors, and boost team motivation.

●Supervised both exempt and non-exempt team members by managing recruitment, assigning schedules, and delivering consistent one-on-one coaching.

Education

Doctor of Business Master of Business Administration (DBA)

North Central University (2026)

Master of Business Administration (MBA)

Regent University, Virginia Beach, VA

B.S: Organization Leadership & Management

Regent University, Virginia Beach, VA

Systems Experience

Microsoft Office, SaaS, SQL, Salesforce, AWS, CRM, Jira, Click-up

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