URBAIN ANOH
Mogyoród
Summary
Customer Experience and Business Operations professional with over 11 years of experience in customer service, stakeholder management, and continuous improvement within multinational organisations. Skilled in developing customer relationships, resolving complex challenges, and leading teams. Bilingual in English and French, with strengths in customer experience strategy and cross-functional collaboration.
Overview
2
2
Languages
1
1
Certification
12
12
years of professional experience
Work History
Customer Experience Lead
ExxonMobil Hungary
2021.07 - Current
- Lead cross-functional issue resolution and customer engagement initiatives.
- Drove customer-centric improvements while tracking KPIs and reporting on performance outcomes.
- Defined and executed customer service strategies for key accounts, enhancing client satisfaction.
- Present customer service insights to stakeholders and customers.
Team Leader
Tata Consultancy Services
2020.08 - 2021.06
- Managed escalations and implemented performance improvement initiatives to resolve issues and optimise team output.
- Monitored SLA and KPI performance, identifying areas for improvement to enhance service delivery.
- Led daily service desk operations, ensuring effective workforce planning to meet service demands.
- Acted as backup Service Delivery Manager during absences.
Subject Matter Expert / Backup Team Leader
Tata Consultancy Services
2018.08 - 2020.07
- Led process improvement and automation initiatives to streamline workflows.
- Conducted training for analysts and onboarded new joiners to enhance team readiness.
- Managed escalations and produced operational reports to inform decision-making.
Service Desk Analyst Level 1.5
Tata Consultancy Services
2016.12 - 2018.07
- Analysed backlog, conducted RCA, and reported on quality metrics to enhance service delivery.
- Delivered training to new joiners, facilitating knowledge transfer and onboarding process.
- Delivered remote support to users, guiding them through step-by-step solutions.
- Reviewed and updated service desk procedures and documentation to reflect best practices.
- Received, assigned, resolved and escalated tech help desk requests and tickets.
Service Desk Analyst
Tata Consultancy Services
Bangalore
2015.02 - 2016.07
- Delivered first-line IT support and managed incidents to resolve user issues promptly.
- Delivered remote support to users, guiding them through step-by-step solutions.
- Reviewed and updated service desk procedures and documentation to reflect best practices.
- Received, assigned, resolved and escalated tech help desk requests and tickets.
Education
Master of Business Administration -
National Institute of Business Management, India
2016-01
Bachelor of Science - Economics
Félix Houphouet Boigny University of Abidjan
2013-01
Skills
- Customer relationship management
- Customer service strategy
- KPI tracking
- Data analysis
- Cross-functional collaboration
- Continuous improvement
- Team leadership
- Decision making
- Adaptive problem solving
- Customer experience strategy
Certification
- ITIL V3 Foundation, 2016
- ITIS Service Desk Quality Monitoring, 2017
- TCS Internal Auditor, 2019
Languages
French
Proficient
C2
English
Proficient
C2
Interests
- Soccer
- Chess
- Reading
- Hiking, Visiting Historical Sites
- Family Travel and Outdoor Activities
Timeline
Customer Experience Lead
ExxonMobil Hungary
2021.07 - Current
Team Leader
Tata Consultancy Services
2020.08 - 2021.06
Subject Matter Expert / Backup Team Leader
Tata Consultancy Services
2018.08 - 2020.07
Service Desk Analyst Level 1.5
Tata Consultancy Services
2016.12 - 2018.07
Service Desk Analyst
Tata Consultancy Services
2015.02 - 2016.07
Master of Business Administration -
National Institute of Business Management, India
Bachelor of Science - Economics
Félix Houphouet Boigny University of Abidjan