DONALD EVRARD OSSOHOU AKOU

• Analyzed and interpreted customer feedback surveys to identify key trends and actionable insights, driving continuous improvements in customer experience and satisfaction.
• Collaborated effectively with cross-functional teams to address and resolve customer issues promptly, ensuring seamless communication and optimized solutions.
• Resolved customer complaints with empathy and professionalism, consistently exceeding expectations and fostering strong customer relationships.
• Developed and implemented the department’s first Standard Operating Procedure (SOP), streamlining processes and establishing a foundation for enhanced efficiency and service delivery.

• Led and motivated a team of vessel planners and dispatchers, ensuring strict adherence to procedures while maximizing time management and boosting overall team performance.
• Directed and managed an active daily vessel schedule, coordinated weekly schedules for vessel planners, and compiled and submitted comprehensive monthly operational reports for each vessel.
• Planned and executed vessel operations from announcement to departure using advanced Terminal Operating Systems, including Navis N4 and XPS, to ensure seamless processes.
• Prepared and delivered detailed reports and documentation as requested by the Office Manager, maintaining accuracy and professionalism.
• Resolved customer complaints with a calm and professional approach, identifying root causes and implementing timely solutions to ensure customer satisfaction and maintain positive relationships.

• Ensured vessels and yard activities are planned and executed as per procedures
• Assisted in the planning and organization of operations activities and, ensuring successful execution
• Analyzed and solved issues related to yard operators and their systems

• Filed documents and maintain an organized and efficient work environment
• Maintained an organized filing system for the office, resulting in improved efficiency and accuracy
• Provided administrative support to management, resulting in improved efficiency in daily operations
• Organized and managed a comprehensive filing system that improved the efficiency of daily operations

• Monitored project activities to ensure that instructions are followed, deadline are met
• Rehabilitated homes, offices
• Scheduled and coordinated tasks and resources to meet customer deadlines
• Supervised a team of 15+ employees to ensure timely completion of projects and adherence to safety protocols
• Resolved customer complaints in a professional and timely manner
• Managed budget and resources to ensure projects are completed within budget and on time
• Developed a system for tracking and managing inventory and resources, resulting in a reduction in costs

Led the Operations Department in the testing and implementation of the Terminal Operating System as a Super User, ensuring seamless integration and functionality across all processes.

• Drafted and implemented Standard Operating Procedures (SOPs) to establish clear workflows and improve operational efficiency.
• Monitored, controlled, and analyzed operational data and results, ensuring accurate processing and effective management of information.
• Communicated proactively with stakeholders across the operational chain, fostering collaboration and alignment to meet objectives.
• Developed and managed operational procedures, including overseeing weighbridge activities and ensuring optimal utilization of the Terminal Operating System.
• Facilitated onboarding and training of colleagues on the Terminal Operating System, empowering team members to use the system effectively.
• Handled customer complaints with empathy, composure, and a solution-oriented approach, ensuring customer satisfaction and issue resolution.
• Actively contributed to meetings, sharing insights and helping develop innovative practices to enhance overall operations and team performance.