Mike Dixon Email & Phone Number

Logan, Ut, Us

Logan, Ut

Tenured faculty, award winning teacher and mentor, curriculum development and learning experience designer

Camp Loll, Near Yellowstone National Park

As part of a staff of 70+, I helped create weekly programs inviting 250+ participants per week to experience camp magic. I was tasked with designing and delivering the retail experience of the trading post (small convenience store) and managed all retail tasks including inventory management, cash handling, and retail design.

Logan, Ut

I taught Operations Management to undergraduates and Service Management to MBA and undergraduates.

Monterey, Ca

I taught managerial statistics and continued research on service design of sequences and F/A 18 flight schedules.

I studied and researched service operations management at the Hotel School at Cornell University. My focus was on identifying and optimizing operational efficiencies within the service industry using empirical research methods.

I was a member of the Analytics and Customer Insights team with Risk Management for Traveler's Cheques and Prepaid Services (TCPS) within American Express. I used a variety of analytical tools to identify, quantify, and prevent potential risks (losses) to the business. Specificaly, my role was to head the analysis on research done to prevent debit balances (overspend) on prepaid products. This analysis included identifying fraudulent behavior and operational gaps that could lead to overspend.My analysis allowed me to utilize skills such as SQL, SAS, and VBA programming as well as project management and statistical skills.

- Quantified customer service impacts of various service engineering quality initiatives- Reduced work time by automating customer commentary analysis/reporting using advanced Excel tools- Facilitated a potential improvement in customer satisfaction scores by identifying the optimal number of days that a survey should be sent after a new account is created - Increased the understanding of customer satisfaction by researching and creating a new definition for delays in the instant card approval process- Categorized and helped reduce the number of survey questions using advanced multivariate statistics- Identified potential problems in a new phone survey by creating detailed process maps- Verified the root cause of customer dissatisfaction of phone reps using Six Sigma methodology- Audited a random sample of customer commentary analysis results and identified possible weak points in methodology

Ph.D, Operations Management

Design

Immersive and co-created experience design program.

M.B.A

B.S, Hospitality Administration/Management

Aa, General Studies