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
- 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
- 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
- Recommendations
-
18 people have recommended Arvid
- Connections
-
500+ connections
- 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 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
Arvid Bux's Experience
Blogger
DutchCowboys
Privately Held; Myself Only; Internet industry
November 2011 – Present (3 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.
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
Arvid Bux's Languages
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English
(Full professional proficiency) -
Dutch
(Native or bilingual proficiency) -
French
(Elementary proficiency) -
German
(Limited working proficiency)
Arvid Bux's Certifications
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Excellence in Service Operations
- TSIA
- August 2010
-
COPC - Registered Coordinator
- March 2010
-
HootSuite Certified Professional
- May 2010
Arvid Bux's Education
Hewlett Packard
Trainee, Lean Six Sigma - Green Belt
2011 – 2011
COPC
Registered Coordinator
2010 – 2010
HootSuite University
Experienced Social Media Consultant, HootSuite Professional Certified
2010 – 2010
Coaching for Excellence
Personal Development, Hewlett Packard - Internal Training
2009 – 2009
Negotiating and Influencing for Results
Personal Development, TMA World
2009 – 2009
Hewlett Packard - Internal Training
Personal Development, HP Standards of Excellence Annual Training
2008 – 2009
Hewlett Packard - Internal Training
Personal Development, Stress Management
2008 – 2008
Hewlett Packard - Internal Training
Personal Development, Time management
2008 – 2008
Hewlett-Packard - Internal Training
Personal Development, Business Acumen and Finance
2008 – 2008
TMA World
Personal Development, Partnering Across Cultures - India
2008 – 2008
LOI
Bachelor, Business Informatics
2006 – 2008
Hogeschool Zuyd (Maastricht, Heerlen, Sittard)
Bachelor, Business Informatics
2002 – 2004
Trevianum Scholengroep
A-level, Highschool
1994 – 2002
Activities and Societies: Jos' Kroew, School Choir
Arvid Bux's Additional Information
- Websites:
- Groups and Associations:
-
Hewlett Packard, HP, twenty4help
Contact Arvid for:
- career opportunities
- consulting offers
- new ventures
- job inquiries
- expertise requests
- business deals
- reference requests
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