Remote Customer Service & Operations Leader

Dexter Wyckoff

Remote Customer Service & Operations Management Professional

Sarasota, FL ********.**@*****.*** linkedin.com/in/dexter-wyckoff-538465112 Open to: Fully Remote, Full-Time

PROFESSIONAL SUMMARY

Results-driven customer service and operations leader with 20+ years of experience managing teams, resolving escalated issues, and driving customer satisfaction in fast-paced environments. Proven ability to train and develop high-performing staff, optimize workflows, and consistently meet service and sales targets. Seeking a fully remote, full-time customer service or management role where strong communication, leadership, and problem-solving skills create measurable impact.

CORE COMPETENCIES

Customer Relationship Management • Conflict Resolution & Escalation Handling • Team Training & Leadership Development

Remote Workforce Coordination • Performance Coaching • Process Improvement • Time Management

Account Management • Data Analysis & Reporting • Microsoft Office Suite (Word, Excel) • Audit & Compliance

PROFESSIONAL EXPERIENCE

Flex Trainer (Remote) Oct 2018 – Jun 2025

SYKES (now Sitel Group)

•Deliver remote onboarding and skills training to new customer service representatives across distributed teams, ensuring rapid proficiency in tools, processes, and service standards.

•Develop and refine training materials and scripts to reflect current policies, resulting in improved first-call resolution rates.

•Assess trainee performance through quality monitoring and provide targeted coaching to close skill gaps.

•Collaborate with operations leadership to identify training needs and align curriculum with evolving customer service goals.

•Maintain detailed records of trainee progress and report outcomes to management using Excel-based tracking tools.

Leadership Development Associate Jun 2016 – Sep 2016

Monumental Management, Inc.

•Participated in an accelerated leadership development program focused on management best practices, team dynamics, and client-facing communication.

•Assisted senior managers in customer outreach and account management activities.

General Manager Feb 1998 – Jan 2016

Wendy’s Old Fashioned Hamburgers

•Directed all day-to-day operations for a high-volume food service location, overseeing a team of 30–50 employees and maintaining exceptional customer service standards.

•Handled customer escalations and complaints with professionalism, consistently resolving issues to maintain guest satisfaction and loyalty.

•Recruited, onboarded, and trained staff in customer service protocols, food safety standards, and operational procedures.

•Monitored key performance metrics including service speed, order accuracy, and customer satisfaction scores; implemented improvements that reduced wait times and increased repeat business.

•Managed scheduling, payroll, inventory, and vendor relationships while ensuring compliance with company and regulatory standards.

•Achieved and sustained top-tier sales performance through team motivation, upselling strategies, and quality control.

EDUCATION

Fisk University — Economics 1986 – 1988

TECHNICAL & PROFESSIONAL SKILLS

Software & Tools: Microsoft Excel, Microsoft Word, Microsoft Office Suite, CRM Platforms, Remote Training Tools

Strengths: Customer Service Excellence, Conflict Resolution, Team Leadership, Analytical Thinking, Account Management, Auditing, Requirements Analysis, Scheduling & Workforce Management

Work Preference: Fully Remote Full-Time Available Immediately

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