Arvid Bux

Arvid Bux

Experience Manager Assisted eSupport at Hewlett-Packard

Maastricht Area, Netherlands

Current
Past
Education
  • COPC
  • Coaching for Excellence
  • Negotiating and Influencing for Results
  • Hewlett Packard - Internal Training
  • Hewlett Packard - Internal Training
  • Hewlett Packard - Internal Training
  • Hewlett-Packard - Internal Training
  • TMA World
  • LOI
  • Hogeschool Zuyd
  • Trevianum Scholengroep
Connections
302 connections
Industry
Outsourcing/Offshoring
Websites

Arvid Bux’s Summary

More then seven years experience in the outsourcing/off shoring business on both the client's side and the supplier side for Hewlett Packard, the world's largest information technology corporation (by revenue).

Current day-to-day work consists of ensuring that;
- the currently defined Consumer Email and Chat Experience (for both IPG and PSG) is understood & deployed to specification by our contact centers
- Identify and work on improvements for the channels email and chat
- Support colleagues defining and improving the Customer Experience at the Call Channel
- the SAP CRM application remains Support Ready for the Support teams
- Work with Tier 4 on troubleshooting issues for the SAP CRM and ERMS applications
- Leading a Quality Forum


During these past years I was part of the Core or Extended Project team(s) for the following projects;
- SAP CRM Global Deployment
- Setup of ERMS for SAP CRM
- SAP CRM Upgrade from 4.0 to 2007
- Desktop Sharing Application Regional Deployment
- Off shoring of UK/IE Support
- Consolidation of several India partner for EMEA English Email Support
- Move of French off shore support
- Extending opening hours for EMEA Contact Centers
- eGain Chat Application Regional Deployment
- Expanding Customer Support in Eastern Europe Countries
- Several Get to Target plans
- Global Self Service Online Deployment
- Several enhancements of the SAP CRM Application
- Transitioning of tasks to resources in India
- Deploying a Quality Forum

Arvid Bux’s Specialties:

Customer Satisfaction improvements
Discovering deficiencies in current processes
Solution orientated
'translator' between management and IT
Usability of Email and Chat as communication channels
Resolving operational issues in SAP CRM (ERMS) and Cisco & eGain Chat applications


Platforms;
- KANA
- SAP CRM (4.0 and 2007)
- ERMS (SAP)
- Cisco and eGain Chat Application
- SR-Dash (HP developed desktop sharing application)
- HP Openview
- HP Service Center


Arvid Bux’s Experience

  • Social Media Ambassador

    Hewlett-Packard

    (Public Company; hpq; Computer Hardware industry)

    August 2009Present (1 year )

    Represent HP in the wide variety of social media (twitter/facebook) and provide customers with an appropriate (technical) solution or escalate when required.

    HP uses social media ambassadors to rescue or enhance the customer relationship.

  • Board Member E2E Change Board

    Hewlett-Packard

    (Public Company; hpq; Outsourcing/Offshoring industry)

    April 2009Present (1 year 4 months)

    Discuss, asses, manage and approve (or not) non-project related changes to operational process in our contact centers.

  • Experience Manager Assisted eSupport

    Hewlett-Packard

    (Public Company; HPQ; Computer Hardware industry)

    April 2008Present (2 years 4 months)

    1) ensure that the currently defined Consumer Email and Chat Experience (for both IPG and PSG) is understood & deployed to specification by our contact centers.
    This entails actions like, monitor deviation in performances due to process break-down, process knowledge gaps, processes gaps.

    2) investigate & initiate possible changes to the current experience with the purpose of providing a better support experience to our customers (improved CSAT) or a lower cost tag for our consumer support organization.

    3) manage the requested changes to the current experience which are driven by projects who can also not be directly linked with the Chat and Email experience (e.g. repair processes, etc) . In this role I have to assess what the impact of these changes is on the current support model and provide my "sign off" for them to take place. I also have to take care of making sure the changes gets documented in our processes.

    4) look at current and future tools and ensure that specific business needs are met in the development of these tools

  • Subject Matter Expert eSupport

    Hewlett Packard

    (Public Company; HPQ; Computer Hardware industry)

    March 2006Present (4 years 5 months)

    Provide inputs on the usability, scalability and improvement of the email and chat channel

  • SAP Business Administrator

    Hewlett-Packard

    (Public Company; HPQ; Information Technology and Services industry)

    March 2006December 2009 (3 years 10 months)

    Maintain the SAP CRM Application that is used for HP Consumer Support (Mainly Reference Data)

    Tools Lead for the SAP CRM Application, investigating/addressing the need for future enhancements in the SAP CRM application

    Investigate current issues in the SAP CRM Application and provide feedback/advise on which path to follow to solve the issue

    Tools Lead for Cisco/eGain Chat Application

    Tools Lead for Remote Desktop Application which is developed by HP

  • Quality Forum lead

    Hewlett-Packard

    (Public Company; HPQ; Computer Software industry)

    April 2009November 2009 (8 months)

    Identify, prioritize, improve and measure defects in the Customer Experience that has been defined in our standard processes and is being delivered by our European Contact Centers

    As the Quality Forum was new in HP GCSO EMEA, I worked with other key members to build the frame work to move forward.

  • Second Level eSupport

    twenty4help Knowledgeservices bv

    (Public Company; Information Technology and Services industry)

    January 2005March 2006 (1 year 3 months)

    Leading a team that provides support with the Cisco Chat application and the KANA platform for the world's largest information technology corporation (by revenue) and is known worldwide for its printers, personal computers, high-end servers, and network management software.

  • Support Engineer

    twenty4help Knowledgeservices bv

    (Public Company; Information Technology and Services industry)

    January 2004February 2005 (1 year 2 months)

    Providing support to customers of the world's largest information technology corporation (by revenue) and is known worldwide for its printers, personal computers, high-end servers, and network management software.

  • Application Manager

    Trevianum Scholengroep

    (Educational Institution; 501-1000 employees; Higher Education industry)

    September 2002August 2003 (1 year )

    At Trevianum I was responsible for the website and the newly installed network tools and educational programs


Arvid Bux’s Education

  • COPC

    Registered Coordinator 20102010

  • Coaching for Excellence

    Personal Development , Hewlett Packard - Internal Training , 20092009

  • Negotiating and Influencing for Results

    Personal Development , TMA World , 20092009

  • Hewlett Packard - Internal Training

    Personal Development , HP Standards of Excellence Annual Training , 20082009

  • Hewlett Packard - Internal Training

    Personal Development , Stress Management , 20082008

  • Hewlett Packard - Internal Training

    Personal Development , Time management , 20082008

  • Hewlett-Packard - Internal Training

    Personal Development , Business Acumen and Finance , 20082008

  • TMA World

    Personal Development , Partnering Across Cultures - India , 20082008

  • LOI

    Bachelor , Business Informatics , 20062008

  • Hogeschool Zuyd

    Bachelor , Business Informatics , 20022004

  • Trevianum Scholengroep

    A-level , Highschool , 19942002

    Activities and Societies:
    Jos' Kroew, School Choir

Additional Information

Arvid Bux’s Websites:

Arvid Bux’s Groups:

Hewlett Packard, HP, twenty4help

  •    The Dutch Connection
  •    The Netherlands
  •    SAP Lounge.
  •    Limburg professionals
  •    Friends of Limburg
  •    HP Connections
  •    Flying Blue
  •    Euregio Business
  •    Fans of Digsby
  •    Limburg SAP consultant
  •    Yoin Limburg
  •    SAP BENELUX
  •    We are Maastricht Region
  •    COPC Inc. Official Forum
  •    COPC - 2000 CSP Registered Coordinators Group
  •    Remember The Milk users

Arvid Bux’s Contact Settings

Interested In:

  • career opportunities
  • consulting offers
  • new ventures
  • job inquiries
  • expertise requests
  • business deals
  • reference requests
  • getting back in touch

Public profile powered by: LinkedIn

Create a public profile: Sign In or Join Now

View Arvid Bux’s full profile:

  • See who you and Arvid Bux know in common
  • Get introduced to Arvid Bux
  • Contact Arvid Bux directly

View Full Profile