John Lux Email & Phone Number

Managing my own properties as well as assist with other residential and commercial properties and businesses.

Spokane, Washington Area

Manager for the Customer Service and Support department for Imprezzio Inc. From http://imprezzio.com: Imprezzio is a global software solution provider with clients ranging from mom-and-pop shops to Fortune 50 enterprises. Manage a small team of subject matter experts for multiple products and services. Creating training, support infrastructure, tools restructuring, policies and procedures, and more.

Pnw

Advisor, mentor, leadership, and guidance to Key Club Students within the Pacific Northwest District of Key Club International and specifically to Division 27 and 28 Lt. Governors. Provide feedback and mentorship to help motivate the future leaders to gain the knowledge and confidence to step out into a service minded future. Encouraging youth to think outside the box, expand their leadership potential, question everything, and strive for a better tomorrow is just a few of the things I've been given the opportunity to do during the time I worked with the Key Clubbers.

Redmond, Washington

Windows Phone, Xbox Music, Zune, Windows MobileA multiple function, multiple role, and international impact with Global Vendors focusing on the quality management, vendor management, contract management, training management, and cross team management engagement with a diverse set of individuals, teams, and outsourcing companies. Focus on customer satisfaction around Quality of Service, target goals and adherence, management of quality deliverables and managing the overall process to continue or improve the support process. Reporting and analysis of data used to improve the overall business and assist management in improving process and customer experience. Review metrics and make recommendations, develop targets and drive towards targets, monitor metric data, and provide a holistic approach towards improvements with data backing up proposals in a global environment. Transition from phone and email specific support to expand in to social networking (Facebook, Twitter, and more) in to a community based (one to many) support model. Improving customer direct communication with Online Chat Support that is now adopted across the company.

Partner Technical Lead in a Service Delivery role working with global vendors providing customer support for Microsoft's premier authentication service (Windows Live ID). Manage Customer/Partner Experience (via Customer Satisfaction, Customer DisSatisfaction, Solution Delivered First Contact, Solve Rate, Average Handled, Escalations, and more. I work with vendors and partner with the Service Delivery Manager to manage the business and ensure success within the organization.

My expertise and knowledge of Passport (Windows Live ID) increased in this role as I worked with the Product Groups in supporting the WIndows Live ID for Microsoft. Provided voice of the customer analysis and feedback while improving overall support experience for the customer. While focusing on product improvements, was able to expand role in assisting vendors provide support solutions with Windows Live ID.

Started as a Support Engineer for the MSN Support Group providing support for all MSN Products and Services. Worked up to the Technical Lead discipline for Passport, Search, Toolbar, and Tools.

Provided Software Testing to the MSN team. During my time with this team, I supported: Passport, Wallet, MSN Client, Messenger, Groups, Mobile, Member Directory, Chat, Address Book, Search, and other online services.

Started as a Software Test Engineer working with the Volt Temp Agency until I was hired on to Microsoft in just under 7 months.

Started in Customer Service for the Pacific Northwest, then expanded my role to include the MidWest where I worked in a supervisor role befroe moving on to Online Banking (new concept in those days). Working with the training team, created several quick reference materials and eventually created the Online Manual for the Online Banking Group.

Mcchord Air Force Base, Washington

Stuttgart Army Airfield, Germany

Mba

Bachelors

Bachelors

Education record