Arvid Bux

Customer Satisfaction Program Manager and Operational Change Manager at Hewlett-Packard

Location: Maastricht Area, Netherlands
Industry: Outsourcing/Offshoring

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Arvid Bux's Overview

Current

Blogger at DutchCowboys
Advisor for Android at Appolicious
Customer Satisfaction Program Manager at Hewlett-Packard

Operational Change Manager at Hewlett-Packard
Blogger at StyleCowboys
Founder, owner and writer at Vastelaovend in Limburg (Sole Proprietorship)
Social Media Consultant for usage within Assisted Support at Hewlett-Packard
Board Member E2E Change Board at Hewlett-Packard
Social Media Ambassador at Hewlett-Packard

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Past

Experience Manager Assisted eSupport at Hewlett-Packard
Subject Matter Expert eSupport at Hewlett Packard
SAP Business Administrator at Hewlett-Packard

Quality Forum lead at Hewlett-Packard
Second Level eSupport at twenty4help Knowledgeservices bv
Support Engineer at twenty4help Knowledgeservices bv
Application Manager at Trevianum Scholengroep

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Education

Hewlett Packard
COPC
HootSuite University

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 (Maastricht, Heerlen, Sittard)
Trevianum Scholengroep

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Recommendations

18 people have recommended Arvid

Connections

500+ connections

Websites

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 Experience (for both IPG and PSG) is understood & deployed to specification by our contact centers
- Identify and work on improvements for the channels call and email
- 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
- Customers who are using social media to voice their (dis)satisfaction are heard and where needed assisted in solving their problem

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

Specialties

Customer Satisfaction improvements
Discovering deficiencies in current processes
Solution orientated
Social media
'translator' between management & IT
Usability of Email&Chat as support channels
Resolving operational issues in ERMS and Cisco & eGain Chat applications
HootSuite Certified Professional

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

Blogger

DutchCowboys

Privately Held; Myself Only; Internet industry

November 2011 – Present (3 months)

Advisor for Android

Appolicious

Internet industry

October 2010 – Present (1 year 4 months)

Customer Satisfaction Program Manager

Hewlett-Packard

Public Company; 10,001+ employees; HPQ; Information Technology and Services industry

September 2010 – Present (1 year 5 months)

Responsible to assess Csat impact driven by project and operational changes. Ensure that the entire organization is aware of any upcoming Csat deviations.

Participate or lead Csat improvement initiatives and participate in regional Csat target setting.

Operational Change Manager

Hewlett-Packard

Public Company; 10,001+ employees; HPQ; Information Technology and Services industry

September 2010 – Present (1 year 5 months)

Responsible for the coordination and clear communication of operational and strategic projects related to customer satisfaction, operational excellence and IT demand. This applies to internal within HP and external towards our multinational business partners.

Blogger

StyleCowboys

Partnership; Myself Only; Internet industry

September 2010 – Present (1 year 5 months)

Founder, owner and writer

Vastelaovend in Limburg (Sole Proprietorship)

Sole Proprietorship; 1-10 employees; Online Media industry

February 2010 – Present (2 years)

Social Media Consultant for usage within Assisted Support

Hewlett-Packard

Public Company; 10,001+ employees; HPQ; Information Technology and Services industry

August 2009 – Present (2 years 6 months)

Board Member E2E Change Board

Hewlett-Packard

Public Company; 10,001+ employees; HPQ; Information Technology and Services industry

April 2009 – Present (2 years 10 months)

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

Social Media Ambassador

Hewlett-Packard

Public Company; 10,001+ employees; HPQ; Information Technology and Services industry

April 2009 – Present (2 years 10 months)

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

In this position I work closely with marketing managers from different areas in HP to ensure a solid position within social media for the different departments within HP. This allows both marketing and consumer support to work together on ensuring a good and consistent customer experience.

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

Experience Manager Assisted eSupport

Hewlett-Packard

Public Company; 10,001+ employees; HPQ; Information Technology and Services industry

April 2008 – September 2010 (2 years 6 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; 10,001+ employees; HPQ; Information Technology and Services industry

March 2006 – September 2010 (4 years 7 months)

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

SAP Business Administrator

Hewlett-Packard

Public Company; 10,001+ employees; HPQ; Information Technology and Services industry

March 2006 – December 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; 10,001+ employees; HPQ; Information Technology and Services industry

April 2009 – November 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; 1001-5000 employees; Information Technology and Services industry

January 2005 – March 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; 1001-5000 employees; Information Technology and Services industry

January 2004 – February 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.