IBEANUSI KATE IJEOMA

Emergency Response Africa - Head of Service Delivery
Lagos, Nigeria • 11/2022 - Current

Client Relations:

• Built solid, trustworthy relationships with state and regulatory authorities that help promote company's image and grant access for ease of doing business in Lagos state.
• Built strong relationships with clients by continuously following up on existing service delivery while introducing new products and services.
• Monitored weekly service performance and provided feedback to team members on wins and areas of possible improvements.
• Communicated customer feedback and complaints to team members to promote proper resolution.
• Negotiated more favorable pricing and facilitated renewal of expired retainer agreement.
• Trained and coached team members on best practices for customer service and retention.
• Facilitated regular team meetings to discuss challenges, successes, and strategies.
• Communicated best practices among on-site and external personnel to align efforts and goals.
• Provided leadership, guidance and direction to team members, offering assistance with any need at any time.
• Maintained up-to-date knowledge of products and services offered to customers.
• Coordinated with other departments to provide smooth execution of over 1000 services delivered.
• Internal Communications:
• Developed and implemented new tools and techniques to increase employee engagement, raise corporate spirit and loyalty, and improve employee awareness and education level. Drafted and managed production of all communications materials including corporate evaluation forms.

• Led operations of Emergency Response Africa (ERA) to ensure seamless delivery of emergency medical services to patients
• Managed clinical and operations staff, supported management of technical staff including recruitment, selection, training, assignment, coaching, counseling, and correction of employees
• Maintained positive work culture that promoted collaboration and accountability
• Prepared and maintained budget; scheduled expenditures
• Developed and maintained key relationships with public and private sector partners, including but not limited to all levels of government, healthcare regulators, and hospitals.
• Established operating systems by documenting key administrative processes and SOPs
• Managing stock control and inventory checks.
• Identified and pursued potential commercial, partnership, and media opportunities
• Represented and continues to promote ERA's mission at meetings, relevant events, conferences
• Managed vendors, partners, and other suppliers to deliver expected goods and services
• Ensured excellent customer service experience for patients and their families as well as partners by promptly addressing complaints within 24-48 hours depending on severity, and proactively preventing potential issues

• Coordinated on-ground operations during critical pilot and launch phases of Emergency Response Africa's set up to facilitate efficient and well-coordinated emergency service delivery in Nigeria.
• Established administrative processes that included SOPs, Policies for smooth running of network of emergency response service delivery
• Developed and maintained key relationships including but not limited to all levels of government, healthcare regulators, and hospitals.
• Managed recruitment, training, and evaluation of staff from 0 – 31 operations staff
• Identified and built commercial partnerships with clients like PAU, Hygeia HMO and FMC Ebute Metta amongst others
• Worked with management team to develop and implement country strategy for EMS service in Nigeria beginning with Lagos

• Successful Expert Report on behalf of persons seeking asylum
• Conducted target market research to identify need for specialized family service organization.
• Developed key operational initiatives to raise awareness on key issues of domestic violence in Nigeria
• Provided strategic direction for program development with implementation plan to mitigate increasing cases of family dysfunction. – Responded to and closed at least 50 cases of women and child abuse
• Established and administered resource mobilization and fundraising techniques in line with donor requirements.- Secured funding from African Women's Development Funds and Amplify Change
• Continue to provide resources (legal, information, and emotional) to women and girls through physical and virtual meetings.
• Created organization's mission and vision statements for use by employees.

• Led institutional development efforts of PRAWA through capacity development on Gender programming and integration in criminal justice reform work evidenced by providing hygiene materials for 200 women in Kirikiri prison
• Coordinated and developed standard internal and external communication on stakeholder engagement, staff evaluation, project deliverables, and timelines.
• Developed training manuals, for staff recruitment and orientation programs, organizational charts, and policies.
• Trained and mentored 7 new employees on organizational culture, Skills Gap Analysis, Performance management, strategic planning, and Staff Motivation

Key projects/Activities:

• Assistant Director, Institutional Support July 2014 – June 2015
• Ag. Head, Institutional Support October 2013 – July 2014
• Senior Program Officer /Head, PRAWA – Lagos Office January 2012 – July 2014
• Acting Head, PRAWA – Enugu Office May 2012 – August 2012)
• Pilot Site Manager (Consultancy)‘Speeding up criminal Justice Process in Enugu State’ (J4A Project, DFID, May 2012 – Date)
• Project Manager(Consultancy), ‘Speeding Up Police Criminal Investigations in Enugu State’. (J4A Project, DFID, May 2012 – date)
• Project Manager, ‘Human Rights in Prisons Project’. (British High Commission April 2012 – March 2013)
• Project Manager, Illegal Migration And Awareness project –IMAP (British High Commission April 2012 – March 2013)
• Trainer, Prison Reform Intervention in Africa (PRIA) In-Country Activities for Rwanda, March 2012
• Trainer, Prison Reform Intervention in Africa (PRIA) In-Country Activities for Zambia, October, 2012
• Facilitator, Prison Reform Intervention in Africa (PRIA) In-Country Activities for Kenya, October, 2012
• Team Member and Facilitator for several Workshops, Focus Group Discussion activities under the ‘Speeding Up of Criminal Justice Process in the FCT-Abuja’(J4A Project, DFID, December to Date)
• Drafting of A bill to Provide Protection and Support to Witnesses attending Court and all other related purposes of Enugu State.
• Writing and editing of Quarterly Newsletter on Speeding Up Criminal Justice process in the FCT (J4A Project DFID, January 2013)

• Led assessment and research efforts to evaluate impact of illegal migration on young people who use every means possible to leave Nigeria.
• Analyzed outcomes of illegal migration to provide alternative to illegal migration in Nigeria
• Facilitated major activities that reached out to over 10,000 young people in Lagos, Enugu and Abuja to discourage them from using illegal means to migrate out of Nigeria
• Initiated and led efforts of Gender inclusion in all program area conceptualization and implementation, conduct gender analysis, training, and other capacity building using participatory methodologies such as gender lens, role plays, and group discussions.
• Integrated gender components in key organization's policies to promote equity and equality.
• Developed over 10 Information, Education and Communication(IEC) materials promoting gender equality.
• Managed all aspects of administrative and personnel needs of staff across PRAWA's offices.

• Developed proposals for program activities;
• Planned and facilitated capacity building/training sessions for key over 200 stakeholders on gender-related issues (The Police, Social workers, Road Safety Officials, leaders and staff of NGOs' among others)
• Prepared annual program budgets, and developed annual reports of all organization's activities
• Coordinated submission of both financial and narrative reports at end of each project implementation as required by funders.
• Managed cases of abuse on women/girls as well as counseling and documenting of outcomes and progress.

Key projects/Activities:

• Planning and Execution of Public presentation of “ABUSED: Violence Against Women in South West Nigeria” in commemoration of 2011 International Day on the Elimination of Violence Against Women
• Project Coordinator, ‘Capacity Building Training For Shelter Managers’ – 2011
• Project Coordinator, ‘Women in Management and Business Conference’ 2011
• Project Coordinator, Shelter Launching to mark AWDF’s 10years of supporting women’s’ groups in Africa (Project Alert/AWDF 2010).
• Project Manager, ‘Integrated Response to Gender Based Violence In Lagos State. (OSIWA, 2009 – 2010 )
• Coordinator, Gender-Based Violence Response Network of Lagos State (GBVRN), (OSIWA, 2009 – 2011).
• Project Manager, Male Involvement Project. (CORDAID and Royal Netherlands Embassy, 2008 – 2010)
• Compiling the Quaterly Newsletter on Male Involvement (CORDAID 2009 – 2010)
• Project Officer, Youth and Sexual Violence in Tertiary Institutions. (Global Fund for Women, 2008 / 2011)
• Planning and Execution of Mass Awareness Rallies Against Domestic Violence and Child Sexual Abuse. ( 2010/2011).

• Supported African Union Commission through Department of Political Affairs (DPA) work and activities.
• Delivered expert support by efficiently serving as rapporteur, Ministerial Session at ‘Second Ordinary Session of Specialized Technical Committee No8 on Public Service, Local Government, Urban Development and Decentralization'
• Participated in cross-functional team activities as Delegate to ‘Consultative Meeting with CSOs, Members of Parliaments and Ministries of Foreign Affairs to Promote Constitutionalism, Rule of Law and Good Governance through AU's Instruments' in Rwanda
• Represented DPA -AU as Chair, Afternoon Session at United Nations Economic Commission for Africa Ad-Hoc Expert Group Meeting (EGM) To Review Study on “Effective Regulatory System for Service Delivery and Structural Transformation in Africa: Infrastructure Development: case of Power Pools”

• Completed paperwork on operations of United Nation's peace and Security framework with 5 UN Departments, Agencies and Missions in New York.

Coordinate administratively all environmental, health & safety aspects of the company’s projects; Write all safety reports of company’s project

Coordinate administratively all environmental, health & safety aspects of the company’s projects. Assist in preparing work methodology plans, field reports, draft reports and final reports for Social Impact Assessment (SIA). Writing of all safety reports of company’s projects. Involved in data collection during fieldwork, liase between consultants/other project team members and facilitate their job.
Key Projects/Activities
• Project coordinator, Stakeholder Evaluation for the Forcados /Yokri EIA Project covering 22 land communities and 10 creek communities

• Developed strong organizational and communication skills through regular meetings with the staff and management
• Managed time efficiently in order to complete all tasks within deadlines and satisfy customers expectation