Arvid Bux

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 2009 — Present (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 2009 — Present (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 2008 — Present (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 2006 — Present (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 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; HPQ; Computer Software 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; 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; 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; 501-1000 employees; Higher 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 Education

COPC

Registered Coordinator 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

Bachelor , Business Informatics , 2002 — 2004
Trevianum Scholengroep

A-level , Highschool , 1994 — 2002

Activities and Societies:

Jos' Kroew, School Choir