Roland Afuang

Supervised the daily operations of the customer service team, ensuring smooth functioning and adherence to clients protocols and company standards. Provided training and coaching to new team members to improve the skills and knowledge of the team in handling customer inquiries and resolving issues effectively. Monitored the performance of team members, providing regular feedback, conducting performance evaluations, and implementing strategies to enhance productivity and customer satisfaction. Assisted team members in resolving complex or escalated customer issues, offering guidance on how to handle challenging situations, and stepping in when necessary to resolve conflicts or complaints. Acted as a liaison between the customer service team and other departments or management, ensuring effective communication and collaboration to address customer needs and improve service delivery.

Answered inbound calls in a timely and friendly manner. Actively listening to Customer concerns. Evaluated problems and complaints of the callers and provide proper solutions. Responded to the needs of customers and provide personalized service and extra mile resolution for customer satisfaction. Assisted customer with billing details for collection and processing of payments. Provided information on the company's products or services and generate interest in the offer.

• Trained person familiar with all aspects of all operations. Expected to work on his own initiatives under instructions from the Shift Supervisor and direct operations in a safe and efficient manner. • Participated in training of Operators and when condition permits will train Operators in the use of control panel, monitoring and communication equipment • Reviewed handover plans, operating plan and any written operating instructions during Shift changes. • Maintained running records of items and equipment requiring maintenance. • Adhered to company safety operation plan policy at all times

Responsible in day to day operation within the Fuel Terminal. • Ensured all equipment is at full operating capacity at all times. • Observed and Inspects facilities, fuel lines and equipment for compliance with fire prevention, safety and security requirements. • Aircraft re-fueling and Carried out Fuel product sampling, quality control checks and grade verification • Maintained high level of emergency preparedness in accordance to British Petroleum Emergency Response Plan.

• Responsible for carrying out the following Oil Depot terminal operations: Tank Commissioning/Decommissioning, Operation tank to tank / ship to tank line up, Line pigging, product gauging and sampling, product heating and chemical injection. Ensured all equipment is at full operating capacity at all times. • Initiated and lead fire fighting or other emergency action in his area until it is taken over by higher authority. • Maintained a high level of emergency preparedness. • Performed light maintenance as when required.

• Responsible in the day-to-day operational issues of SESME incl. HAZMAT and Oil Spill Response Operation and Ship to Ship Transfer Operation. • Acted as First Responder in minor and major incident Oil Spill and HAZMAT spill response / Beach master in minor / major incident response. • Responsible and Trained User of SESME Personnel and Equipment Management System (SESME Response Software) • Assisted in conducting HAZMAT trainings and US Navy Oil Spill exercises.