Dr. Mrs. Ebele Okoye
Lagos,Nigeria
Summary
To effectively manage the overall financial, public information, business, and operational successes of an organization by providing professional financial expertise and competence stemming from experience and the drive to deliver quality service. High-energy Manager successful in building and motivating dynamic teams. Cultivates company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth. Successful manager equipped to plan, lead and optimise operations for changing landscape. Accomplished in delivering above-expected results while streamlining operations. Ambitious to affect change and bring results in new environment.
Overview
32
32
years of professional experience
1
1
Certification
Work History
General Manager, Customer Service Department
Federal Airports Authority of Nigeria, FAAN
Headquarters, Lagos
01.2015 - 03.2021
- Delivered business strategy to drive revenue and operational efficiencies.
- Recruited top-performing candidates to build staff retention and team performance.
- Monitored and evaluated teams, identifying and targeting opportunities for improvement.
- Tracked KPIs to drive profitability and target delivery.
- Exceeded targets by delivering comprehensive and consistent service.
- Warmly greeted customers with positive telephone etiquette, asking well-rounded questions to identify issues.
- Updated account information after customer calls for well-maintained data accuracy.
- Resolved complaints with proactive problem-solving and analysis.
- Advised management of customer service trends, creating proactive strategies to maintain best practices.
- Escalated complex issues quickly to supervisors to avoid lost revenue.
- Audited calls and service levels to maintain high standards.
- Handled live chat queries within strict timeframe targets.
- Explained benefits and advantages of different product and service offerings to customers.
- Identified skills gaps and arranged relevant training to upskill clerical team.
- Conducted individual appraisals, set KPI targets, and devised professional development plans to improve staff performance.
- Created and submitted progress reports to upper management.
Regional General Manager/Airport Manager, Airport Manager
PortHarcourt
Port Harcourt, Rivers
01.2012 - 01.2014
- Also supervised other Airports in Enugu, Owerri, Calabar and Osubi
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Monitored and updated stock levels and inventory databases.
- Wrote reports outlining project progress and results.
- Conducted testing to diagnose system faults.
- Oversaw daily operations to achieve high productivity levels.
- Prevented cross-contamination by sanitising utensils and surfaces.
- Managed teams by overseeing hiring, training and professional growth of employees.
- Leveraged strategic networking to create new business opportunities.
- Developed appropriate resources to meet needs of diverse audiences.
- Cleaned work areas and equipment to maintain faultless hygiene standards.
- Displayed energy and enthusiasm in fast-paced environment.
- Handled high-volume telephone and email enquiries to minimise backlogs.
- Generated Key Performance Indicator reporting to drive better performance.
- Successfully maintained clean driving licence and access to reliable transportation.
Acting General Manager, Planning Budget/Research
FAAN
Lagos, Lagos
01.2011 - 01.2012
- Budget and Planning at Federal Airports Authority of Nigeria.
- Created long-term business strategy to drive company success.
- Oversaw daily company operations to reach financial targets.
- Avoided conflict of interest, remaining loyal to company over time.
- Actioned ideas for future investments, acquisitions, or divestments.
- Outlined opportunities for mergers, acquisitions and collaborative partnerships.
- Ensured company met relevant legal and regulatory requirements.
- Generated internal reports on monthly sales and marketing performance.
- Led multiple teams, driving company growth consistent with overall mission and values.
- Implemented strategic action to enhance customer engagement levels.
- Oversaw recruitment and onboarding process for new employees.
- Designed dashboards to enhance Business Intelligence and KPI reporting.
- Coached and mentored junior staff to maximise finance department capabilities.
- Managed daily finance services for smooth business operations.
- Made strategic resource recommendations to improve business profit potential.
- Finalised VAT returns with rigorous transaction checks.
- Collaborated with business management to set and control annual budgets.
- Oversaw audits to collate accurate data and recommend constructive improvements.
- Reviewed bookkeeping and management accounts to achieve clear and correct reports.
- Harnessed data visualisation to drive insights through management reporting.
Deputy General Manager
FAAN Headquarters
Lagos, Lagos
01.2007 - 01.2010
- Budget, Planning and Research, Directorate of Finance and Account
- Coached and developed new talent by monitoring individual performance, conducting appraisals and providing meaningful feedback.
- Elevated operational standards by challenging existing practices, processes and decision-making with strict customer service focus.
- Ensured that health and safety and other regulatory procedures were correctly maintained, monitored and recorded.
- Led team meetings to maximise staff engagement and communicate monthly targets, procedure updates and quality standard control measures.
- Worked with General Manager to improve employee retention rate by implementing professional development scheme.
- Delivered business strategy to drive revenue and operational efficiencies.
- Increased profitability by coordinating consistent floor merchandise plan changes to drive sales.
- Enhanced operational success through effective staffing, strong training, adherence to food safety and sanitation regulations and well-timed customer service.
- Maximised revenue by identifying key long-term growth initiatives.
Assistant General Manager
Federal Airports Authority of Nigeria
Lagos, Lagos
01.2005 - 01.2006
- Strengthened operational efficiencies through improved reporting and stock management.
- Initiated inventory control measures to manage and replenish stock, maintain costs and meet customer demands.
- Carefully managed and recorded cash and credit transactions, diminishing financial discrepancies.
- Built customer relationships with consultative sales approach.
- Recruited, interviewed and hired high-performing individuals, developing passionate, dedicated teams.
- Developed product pricing and promotions to reach revenue goals.
- Nurtured positive customer relationships, enhancing membership loyalty and driving client retention.
- Created engaging, appealing merchandise displays to motivate impulse purchases and improve revenue.
- Scheduled and led weekly store meetings to discuss sales, performance and customer service benchmarks.
- Maintained store appearance, including shelving organisation, store layout and visual merchandise planning.
- Implemented innovative ideas to challenge status quo and drive KPI achievement.
- Managed accounting duties such as revenue reporting and forecasting, enabling smooth financial operations.
Head
Murtala Mohammed International Airport
Lagos
01.2003 - 01.2004
- Reviewed customer history to recommend appropriate products and services.
- Designed digital and print materials to engage audiences.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Generated Key Performance Indicator reporting to drive better performance.
- Cleaned work areas and equipment to maintain faultless hygiene standards.
- Applied positive customer service approach to increase satisfaction levels.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
Assistant General Manager
Murtala Mohammed International Airport (MMIA)
Lagos, Lagos
01.2001 - 04.2003
- Developed a strategy that lowered inventory levels by 40%, resulting in significant cost savings.
- Employed administrative and marketing skills to create an Organization environment that fostered motivation, passion, teamwork and service excellence.
- Motivated management and staff teams to consistently deliver high quality, customer-focused service, consistently maintaining customer satisfaction score .
- Worked with General Manager to determine effective business strategies, achieving increased gross profit goal within first few years of employment.
- Evaluated staff performance, implementing training and development programmes to maintain exceptional service levels.
- Addressed customer issues calmly and professionally, delivering quick, successful resolutions.
- Trained staff on best practices to achieve optimal productivity.
- Supported long-term business need strategies, generating customer relations feedback for process improvements.
- Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.
- Analysed sales and data trends to anticipate customer needs.
- Implemented innovative ideas to challenge status quo and drive KPI achievement.
- Maintained store appearance, including shelving organisation, store layout and visual merchandise planning.
- Collaborated with purchasing department to reconcile vendor invoices and facilitate payments.
- Optimised employee performance, output and morale through incentive schemes.
- Mitigated accounting risks through by identifying and improving process inefficiencies.
- Developed process improvements to increase efficiency and productivity and presented to management for approval.
- Prepared monthly reports, including payment and account reconciliations and financial statements.
- Improved overall process for year-end inventory audits.
Terminal Head
Murtala Mohammed International Airport
Lagos, Lagos
01.2002 - 01.2003
- Organised freight to not exceed industry safety standards or carrier limits.
- Tracked factors impacting planned routes and adjusted strategies to maintain targets.
- Managed transport schedule for on-time delivery and optimised use of available resources.
- Created passenger lists for routes and maintained required level of documentation.
- Analysed shipping costs and compared values to select optimum carrier services.
- Oversaw goods storage at distribution hubs along transport route.
- Fielded inquires from customers, answered questions and promoted available services.
- Optimised multimodal transport services to meet or exceed client requirements.
- Investigated and resolved issues with transport services.
- Arranged reliable and smooth passenger services to maximise customer loyalty.
- Negotiated contracts with vendors and suppliers to meet transport budget targets.
- Made time-sensitive decisions to keep transport services running on-time and meet objectives.
Head Statistics Revenue, Passenger Movement
Murtala Mohammed International Airport
Lagos, Lagos
01.1996 - 10.2001
- Cleaned work areas and equipment to maintain faultless hygiene standards.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Designed digital and print materials to engage audiences.
- Increased revenue by upselling and recommending products.
- Created and maintained displays and signs.
- Kept appropriate stock levels to match expected demand.
- Handled chemicals and waste in line with COSHH regulations.
- Reviewed customer history to recommend appropriate products and services.
- Stayed current on processes and procedures to offer relevant assistance.
- Carried out day-to-day duties accurately and efficiently.
- Managed on-site evaluations, internal audits and customer surveys.
- Leveraged strategic networking to create new business opportunities.
Head Estate Commercial Unit
Murtala Mohammed International Airport
Lagos, Lagos
01.1998 - 07.1999
- Replenished stock and processed deliveries to maximise product availability.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Reviewed customer history to recommend appropriate products and services.
- Completed opening and closing procedures, from product replenishment to budget control.
- Increased customer satisfaction by resolving issues.
- Developed plans and strategies to promote continuous improvement.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
- Oversaw logistics and operations to deliver process optimisations and efficiencies.
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Increased revenue by upselling and recommending products.
- Delivered services to customer locations within target timeframes.
- Successfully delivered on tasks within tight deadlines.
- Received and processed stock using inventory management system.
- Designed digital and print materials to engage audiences.
- Completed customer orders with speed and accuracy.
Head
Murtala Mohammed International Airport, MMIA
Lagos
01.1998 - 01.1999
- Created and maintained displays and signs.
- Operated machinery to achieve targets while following regulations.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Handled chemicals and waste in line with COSHH regulations.
- Stayed current on processes and procedures to offer relevant assistance.
- Engaged with stakeholders to build relationships and brand awareness.
- Replenished stock and processed deliveries to maximise product availability.
- Improved efficiency and productivity by acquiring new skills.
- Supported team by demonstrating respect and willingness to help.
- Monitored and updated stock levels and inventory databases.
Head
Mohammed International Airport
Lagos
01.1996 - 01.1998
- In charge of staff matters and training, Murtala
Revenue Officer
Murtala Mohammed International Airport
Lagos
01.1992 - 01.1996
- Considered alternative means of resolving tax debt issues if the taxpayer could not pay
- Conducted research, interviews and investigations for information pertaining to alleged criminal violations.
- Provided guidance and service on various financial problems in order to assist taxpayers' in resolving their tax issues.
- Collected delinquent federal taxes and secured all delinquent returns.
- Performed all debt collection activities according to guidelines and standards, verifying consistent compliance with Financial Conduct Authority (FCA) guidelines.
- Successfully resolved complex collection cases, liaising with debt collection agencies and local courts to ensure positive outcome.
- Trained new team members on scripts, company services and performance strategies and provided mentoring.
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
- Closed sales ledger at the end of each month with zero error.
Commercial Officer - charge of all Airline Billing
Federal Airport Authority of Nigeria (FAAN)
Lagos, Lagos
03.1989 - 08.1991
- Department, Domestic Terminal, General Aviation Terminal.
- Compared estimates for affordability against business plans to make swift, cost-effective decisions informed by operations
- Supported Project Managers with commercial and contract management of consultants and contractors to maintain cost-effectiveness.
- Explained bank services, financial products and applicable fees to customers.
- Assisted customers in bank operations, including opening accounts, accessing safe deposit boxes and cash point operations.
- Complied to all main contract and subcontract processes.
- Processed customer transactions, including loan payments, safe deposit boxes and cheque-cashing.
- Identified and reported suspicious behaviour to security personnel as appropriate.
- Identified and mitigated potential fraud and transaction risks.
- Recommended bank products and services to current and prospective customers.
- Maximised commercial results and profit margins for allocated projects.
- Responded and assisted customers with account inquiries and updates.
Commercial Officer
Billing Federal
Ikeja, LA
01.1989 - 01.1991
- Airports Authority of Nigeria, Murtala Mohammed International Airport and Headquarters.
- Assisted customers in bank operations, including opening accounts, accessing safe deposit boxes and cash point operations.
- Identified and reported suspicious behaviour to security personnel as appropriate.
- Recommended bank products and services to current and prospective customers.
- Supported Project Managers with commercial and contract management of consultants and contractors to maintain cost-effectiveness.
- Explained bank services, financial products and applicable fees to customers.
Education
Some College (No Degree) -
University of Lagos
LagosMBA - Marketing
University of Nigeria
MED - Educational Administration
College of Accountancy
West African School Certificate Primary School Leaving Certificate - undefined
American Heritage University
PHD - Business Administration
Chukwurah High school, Nursery and Primary school
undefined
National Centre for Economic Management and Administration
Capacity Building Retreat on Executive Team Building and leadership Transformation Programme - undefined
Bsc. (Hons) - Economics
HARVARD BUSINESS SCHOOL
2020
Airport Council International (ACI) - undefined
POLICE SECURITY AND SUPERNUMERARY STUDIES. Police College
2020
Capacity Growth development Programme on Horsemanship in Service Delivery, Maranatha suites Owerri, Imo state. - undefined
2020
Capacity Growth Development Exchange on Service Delivery in Dubai - undefined
2019
National Workshop on - undefined
Ease of doing
2019
Improving Management Performance through Budgeting and Cost Control - undefined
Properties Limited Kano
2012
Federal Government of Nigeria (FGN) Budget Implementation and its Transformation and - undefined
Reform Agenda
2012
Senior Managerial Course - undefined
2011
Management Auditing Course - undefined
Institute of Chartered Accountant
2011
IATA Course on Airport Management, Aviation and Service (Geneva Switzerland). - undefined
2010
Nigeria Development Forum NDF7 - undefined
2009
Executive Health and Work-Place Conflict Management - undefined
2009
NDF - undefined
Retreat, Institute of Social Studies ISS
2008
Air Transport and the Environment, IATA - undefined
2006
Revenue Enhancement Programme for FAAN Organized by OA Consulting Lagos - undefined
2005
Basic Course in Project and Investment Planning, Analysis - undefined
Appraisal
2005
Project & Investment Planning, Analysis & Appraisal - undefined
NCEMA Ibadan
2000
Skills
- Operations management
- Business development
- Project scope
- High-value project management
- Conflict resolution
- Category oversight
- Advertising and marketing
- Packaging and sanitation
- Food preparation and safety
- Stakeholder relations
- External recruitment
- Coaching and mentoring
- Just In Time stock control
- Dealership management
- Exceptional interpersonal communication
- Project budgeting
- Effective leader
- Budget governance
- Team oversight
- Employee development
- Team standards
- Goal Attainment
- Cross-functional team management
- Financial management
- Product development
- Project development
- Skilled negotiator
- Client account management
- Budget development
- Leadership and team building
- Relationship building
- Deadline-oriented
- Staff development
- Customer retention
- Vendor relationships
- Networking abilities
- Trend forecasting
Certification
Kwame Nkrumah Exemplary Leadership Award 2014 by African Student Union Parliament (ASUP) Ghana.
Outstanding South-South Woman of Substance (Niger Delta Amazon)
Pan African Distinguished Achiever Award (PADAA) for Strategic National Development and other selfless service in Africa, Ghana.
FAAN Commendation Letter for improved revenue collection (2005).
FAAN revenue commendation on Task Force Performance (PHC) 2013.
National institute of marketing of Nigeria (Achiever Award) 2011.
Nigeria Airspace Management Agency Award on Excellence Performance 2014.
FAAN Management Letter of Congratulation on performance for final Professional exam (ANAM).
Letter of Commendation by Eze Buruoma 1 of Rumnokoro Clan (PHC) 2014
2018 Best Performing Nodal Officer.
2018 Overall Best Performing Nodal Officer Award.
SERVICOM Presidency 2017 BEST Performing Nodal Officer.
Pan-African Distinguish Achievers Award (PADAA GHANA).
African Leadership Transparency Initiative African Meritorious Service Award.
Affiliations
- Fellow, National Institute of Marketing of Nigeria. (NIMN) Fellow,
- Institute of Corporate Administration. Fellow, Nigerian Statistical Association (NSA).
- Member, Association of National Accountant of Nigeria (ANAN)
- Gold Member, Tourism Comet Club International. AWARD AND COMMENDATION
- Award for Excellence in Aviation SERVICE DELIVERY awarded by the Nigeria Annual Transport Lecture (NALT)
- Appreciation Award for identifying with AVSEC and your presence at AVSEC Retreat (2019)
- SERVICOM Presidency 2019 Best performing Nodal Officer.
- Outstanding Female General Manager in Aviation Industry awarded by Women in Aviation.
- AMBASSDORIAL AWARD by Nigeria Patriotic Youth Against Corruption & Transparency Initiative.
- Award of Excellent Performance (Port Harcourt Weekly Watch)
- Award of Fellow of Institute of Corporate Administration.
- Award of most Prestigious Regional Manager in FAAN awarded by (NIGAV).
- Award of Excellence for Vocational Service by Rotary Club of Amuwo Odofin, Lagos.
- Award for corporate support by Orlean Investment.
- Tourism Comet Club International Award as the first Female Regional General Manager in FAAN,
- National Association of Nigeria Students (NANS) National Institute Studies.
- Northern Youth Council of Nigeria (GARICUWAR MATASSAN/ICON) of Social Transformation Award.
- Confederation of Governance Assessment Institute (COGAI) - Pan African Distinguished Achievers Award (Ghana 2015)
- Best Performing Nodal Officers Award (3 Consecutive years)
- African Leadership Transparency Institute Award National Outstanding Award (National Association of Nigeria Students)
- Confirmation of Matron'ship (Northern Youth Council of Nigeria)
Languages
English
Fluent
Timeline
General Manager, Customer Service Department
Federal Airports Authority of Nigeria, FAAN
01.2015 - 03.2021
Regional General Manager/Airport Manager, Airport Manager
PortHarcourt
01.2012 - 01.2014
Acting General Manager, Planning Budget/Research
FAAN
01.2011 - 01.2012
Deputy General Manager
FAAN Headquarters
01.2007 - 01.2010
Assistant General Manager
Federal Airports Authority of Nigeria
01.2005 - 01.2006
Head
Murtala Mohammed International Airport
01.2003 - 01.2004
Terminal Head
Murtala Mohammed International Airport
01.2002 - 01.2003
Assistant General Manager
Murtala Mohammed International Airport (MMIA)
01.2001 - 04.2003
Head Estate Commercial Unit
Murtala Mohammed International Airport
01.1998 - 07.1999
Head
Murtala Mohammed International Airport, MMIA
01.1998 - 01.1999
Head Statistics Revenue, Passenger Movement
Murtala Mohammed International Airport
01.1996 - 10.2001
Head
Mohammed International Airport
01.1996 - 01.1998
Revenue Officer
Murtala Mohammed International Airport
01.1992 - 01.1996
Commercial Officer - charge of all Airline Billing
Federal Airport Authority of Nigeria (FAAN)
03.1989 - 08.1991
Commercial Officer
Billing Federal
01.1989 - 01.1991
Some College (No Degree) -
University of Lagos
MBA - Marketing
University of Nigeria
MED - Educational Administration
College of Accountancy
West African School Certificate Primary School Leaving Certificate - undefined
American Heritage University
PHD - Business Administration
Chukwurah High school, Nursery and Primary school
undefined
National Centre for Economic Management and Administration
Capacity Building Retreat on Executive Team Building and leadership Transformation Programme - undefined
Bsc. (Hons) - Economics
HARVARD BUSINESS SCHOOL
Airport Council International (ACI) - undefined
POLICE SECURITY AND SUPERNUMERARY STUDIES. Police College
Capacity Growth development Programme on Horsemanship in Service Delivery, Maranatha suites Owerri, Imo state. - undefined
Capacity Growth Development Exchange on Service Delivery in Dubai - undefined
National Workshop on - undefined
Ease of doing
Improving Management Performance through Budgeting and Cost Control - undefined
Properties Limited Kano
Federal Government of Nigeria (FGN) Budget Implementation and its Transformation and - undefined
Reform Agenda
Senior Managerial Course - undefined
Management Auditing Course - undefined
Institute of Chartered Accountant
IATA Course on Airport Management, Aviation and Service (Geneva Switzerland). - undefined
Nigeria Development Forum NDF7 - undefined
Executive Health and Work-Place Conflict Management - undefined
NDF - undefined
Retreat, Institute of Social Studies ISS
Air Transport and the Environment, IATA - undefined
Revenue Enhancement Programme for FAAN Organized by OA Consulting Lagos - undefined
Basic Course in Project and Investment Planning, Analysis - undefined
Appraisal
Project & Investment Planning, Analysis & Appraisal - undefined
NCEMA Ibadan
Kwame Nkrumah Exemplary Leadership Award 2014 by African Student Union Parliament (ASUP) Ghana.
Outstanding South-South Woman of Substance (Niger Delta Amazon)
Pan African Distinguished Achiever Award (PADAA) for Strategic National Development and other selfless service in Africa, Ghana.
FAAN Commendation Letter for improved revenue collection (2005).
FAAN revenue commendation on Task Force Performance (PHC) 2013.
National institute of marketing of Nigeria (Achiever Award) 2011.
Nigeria Airspace Management Agency Award on Excellence Performance 2014.
FAAN Management Letter of Congratulation on performance for final Professional exam (ANAM).
Letter of Commendation by Eze Buruoma 1 of Rumnokoro Clan (PHC) 2014
2018 Best Performing Nodal Officer.
2018 Overall Best Performing Nodal Officer Award.
SERVICOM Presidency 2017 BEST Performing Nodal Officer.
Pan-African Distinguish Achievers Award (PADAA GHANA).
African Leadership Transparency Initiative African Meritorious Service Award.
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