Arvid Bux

Professional:
More then 10 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;
- Identify and work on improvements for the channels call, email, chat and social media
- Support colleagues defining and improving the Customer Experience
- Customers who are using social media to voice their (dis)satisfaction are heard and where needed assisted in solving their problem
- Identify opportunities for improvement in our current Customer Satisfaction programs
- Identify deficiencies in our current Customer Satisfaction programs
- Build, improve and steer the Change Framework
- CRM transformations

Personal:
Editor for several online magazines including DutchCowboys, StyleCowboys and Google+ World. Write various articles on new web technologies, new consumer electronics and cover breaking news. Besides this I have authored a book about Google+. This book "De + achter Google" was the first of its kind in the Netherlands.

Next to being an editor for the above mentioned online magazines I have founded a niche blog for Carnival in the Netherlands called: Vastelaovend in Limburg. This niche blog/online magazine provides news about everything related to Carnival. To accomplish this I am the editor-in-chief for 10 writers who deliver content on a regular basis.

Specialties: Customer Satisfaction improvements
Discovering deficiencies in current processes
Solution orientated
'translator' between management & IT
Usability of Email, Chat and Social Media as support channels
Resolving operational issues in ERMS and Cisco & eGain Chat applications
HootSuite Certified Professional
Live blogs
Review consumer electronics

SME CRM Transformation

Hewlett-Packard

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

December 2012 – Present (6 months)

Operational Change Manager

Hewlett-Packard

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

September 2010 – Present (2 years 9 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.

Change Validation Council Lead

Hewlett-Packard

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

July 2011 – Present (1 year 11 months)

Lead a team of SMEs who discuss, assess and validate proposed changes for our contact center landscape.

Social Media Consultant for usage within Assisted Support

Hewlett-Packard

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

August 2009 – Present (3 years 10 months)

Discuss, validate and assess with a team the needs and usage of social media as a support channel.

Social Media Ambassador

Hewlett-Packard

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

April 2009 – Present (4 years 2 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.

Founder, owner and writer

Vastelaovend in Limburg (Sole Proprietorship)

Sole Proprietorship; 1-10 employees; Online Media industry

February 2010 – Present (3 years 4 months)

Run a team of 10 enthusiastic editors who write about the Carnival in the Netherlands.

Blogger

DutchCowboys

Privately Held; Myself Only; Internet industry

November 2011 – Present (1 year 7 months)

Write about current and new web technologies.

Blogger

StyleCowboys

Partnership; Myself Only; Internet industry

September 2010 – Present (2 years 9 months)

Blog about new and current technologies. Look for new and stylish gadgets.

Change Validation Council member

Hewlett-Packard

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

September 2011 – January 2013 (1 year 5 months)

Discuss, assess and validate proposed changes for our contact center landscape.

Customer Satisfaction Program Manager

Hewlett-Packard

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

September 2010 – November 2012 (2 years 3 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.

Advisor for Android

Appolicious

Internet industry

October 2010 – November 2011 (1 year 2 months)

Board Member E2E Change Board

Hewlett-Packard

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

April 2009 – September 2011 (2 years 6 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; 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.

Application Manager

Trevianum Scholengroep

Educational Institution; 201-500 employees; Primary/Secondary Education industry

September 2002 – August 2003 (1 year)

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

Christmaholic.nl
- November 2009 to Present
Team Members: Arvid Bux, Saskia de Laat, Elsbeth Witt, Elja Daae, Nienke Berends, Desiree Palmen, Andrea van Geenen

Christmaholic.nl is de enige kerstsite van Nederland en België, een nichesite voor de feestmaand van het jaar; December. Content over kerst en culinair, creatief, to do, cadeaus, shoppen, cultuur & meer!

De + Achter Google
- Online
- June 21, 2012
Authors: Arvid Bux

Voor als je alles wilt weten over Google+, dan is "De + Achter Google" het boek om te lezen.