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Customer Service Project Management

Phoenix, Arizona, United States
May 30, 2017

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Dena Hixon

*** *. **** **. * Gilbert, AZ ***** w 480-***-**** w


I would like to utilize my experience, which encompasses project management, strategic planning, resource utilization, revenue growth, and cost reduction. The ability to analyze needs and create unique solutions designed to yield a profitable outcome has proven to be one of my greatest assets. Credited with significantly impacting bottom-line profitability wherever I have worked, I excel at streamlining less-than-efficient procedures to boost productivity and sales.

Core Competencies

● Execution, Vision, and Strategic Agility ● Optimize work processes

● Build Collaborative Relationships ● Interpersonal Savvy

● Manage Complexity ● Dedicated work ethic


University of Phoenix, Phoenix, AZ

Military Finance Manager (2008 – Present)

Successfully coordinated with Veterans Affairs and leadership on meeting the probationary requirements and reinstating military contracts.

Trained employees for implementation of five new systems to improve efficiency with processing

Integrated best business practices and increased service rates on an average of 20% division wide.

Maintain and present up-to-date knowledge of all military contracts, Title IV funding, Veteran’s Affairs regulations, state requirements, and tribal contracts.

Implemented operational guidelines for effectiveness with an increase in productivity of 58%.

Developed and maintained state and federal training regulations for corporate compliance.

Established a new system with a 33% increase in customer service ratings.

Inspired corporate commitment and motivation resulting in the Exceptional Service Award in talent retention.

Corporate committee member for job redesign for day-to-day activities and long term job efficiencies.

Anticipates future consequences and trends with perspective and broad knowledge with Strategic Agility.

Incorporate Interpersonal Savvy by building rapport with constructive diplomacy and tact.

Coaching employees to maintain professional development and conduct annual reviews.

Effectively assist escalations with superior customer service and provide feedback to staff for areas of opportunities in improvement.


Masters Business Administration, Global Management Concentration, Market,

University of Phoenix,

Bachelors of Science in Business Administration in Finance,

Northern Arizona University,


Senior Director of Finance Manager Choice Award 2015

Student Service Excellence 2015

Gold Team Net Promoter Score 2015

Gold Team Answer Rates 2015

Standard of Excellence 2015

Team Certification of Achievement Net Promoter Score 2015

Empowering Excellence Rock 2014

Medallia of Service in Military 2014

Student Excellence in Retention 2014

Team Certification of Achievement Net Promoter Score 2014

Excellence in Accounts Receivable 2013

Exceptional Service Award 2012

Empower Excellence for Service 2011

References upon request

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