Catherine Ezeafulukwe
Houston
Summary
Dynamic and results-driven business leader with over 23 years of extensive experience in Strategic Human Resources and Business Transformation Management, collaborating with senior executives and team members to cultivate strong organizations, develop talented employees, and drive profitable business ventures. Proven expertise as an HR Business Director in delivering strategic and operational HR solutions, alongside customer service interventions, across diverse industries, including financial services, aviation, consulting, oil and gas, and energy.
Overview
29
29
years of professional experience
Work History
Chief Customer Experience Officer
Eko Electricity Distribution Company
Lagos
09.2021 - Current
- Responsible for implementing strategic company-wide Customer Experience initiatives required to improve Customer Relations and Brand loyalty across the 11 Business Districts and 30 Zonal offices of the organization, managing a team of 75 customer service employees.
- Built a customer-centric initiative which drives Customer satisfaction and retention.
- Developed and implemented customer service Touch points that enhanced service delivery. This has led to the improvement of our customer service index from 87% to 99.2% within 2 years.
- Developed processes and tools to increase customer management efficiency across the organization. Our current CRM delivers quick customer complaint resolution, self-service, and enhances visibility to Turn Around time and SLA measurements.
- Conducting regular research on competitors’ offerings and services to ensure competitive advantage resulting in 98% of customer retention to date.
- Maintained and ensured Business compliance with Regulatory requirements. Have consistently within the past two (2) years maintained 100% compliance, earning the organization an award for the Best Disco for Customer Service, 2023 and 2024.
- Managing, training, and developing the Customer Service Team.
Human Resources Director
Nigerstar7
04.2017 - 03.2021
- Responsible for delivering strategic and operational leadership for all Human Resource functions within the organization.
- Spearheaded the successful Integration of employees from parent company (Subsea7 International) to the JV with zero negative impact on business operations.
- Achieved zero lawsuits, arbitrations, and labor strikes during the 2 years of the transitional period.
- Successfully executed the recruiting strategies that facilitated 40% growth in the employee population of the JV in one year, while reducing recruitment turnaround time by 15% and cost savings of $150,000 in recruitment fees.
- Led the global roll out of the company’s employee performance management system and Succession planning initiatives which translated into 35% increase in internal promotions and succession readiness.
- Developed and implemented skill-based training programs enabling 350+ employees to participate in cross-functional projects and reducing external hiring needs by 16%.
- Achieved operational and project targets with HR initiatives that improved employee performance and engagement across the business resulting in a staff growth of 800+ to 1,500 employees and a business growth of 35% increase in annual revenue.
- A member of the Subsea7 international Group
Human Resources Director
Subsea7
Lagos
08.2012 - 03.2017
- Provided and implemented comprehensive human resources support to the business working in partnership with Senior business Leaders and Executives.
- Developed and executed recruitment, retention, and leadership development initiatives required to ensure availability of resources and capabilities for deployment, and development within the business structure.
- Managed and successfully implemented the organization’s Talent diversity and succession plan which produced four (4) local senior management successors in key business roles including the advent of the 1st Nigerian CEO. Also achieved 7% growth of Female employees in Top management positions.
- Built new compensation policies and enhanced benefits programs that supported the business attraction and retention strategy. Achieved an average employee turnover of less than 4% consistently for four (4) years.
- Played a key role in the successfully integration of the Subsea7 brand in-country after the Merger with Acergy, France with an average revenue generation of $900m annually, and an employee strength of 800+ of different nationalities.
- Led the HR transformation project and implemented organizational structures that supported excellent project executions within time and budget.
- Streamlined HR processes through automation and self-service portals, decreasing HR administrative workload by 25% and increasing employee satisfaction.
Human Resources Manager Africa
General Electric (GE)
07.2008 - 03.2011
- Responsible for all HR-related functions, including workforce planning, recruitment, leadership coaching, employee development, and performance management initiatives for the Energy business in the African Region with an employee strength of 450+, across 8 African countries.
- Designed and implemented all strategic and functional HR initiatives for the energy businesses in Africa. This resulted in the establishment of new business ventures in two (2) additional African countries.
- Contributed immensely to the achievement of the GE Global energy business objectives by providing HR leadership to the regional executives and senior business leaders in the Sub-Sahara and North Africa part of the business.
- Successfully led the talent development program for the business. Our approach became the template for operations within the African sub-region.
- Played a key role as part of the team that managed the seamless integration of acquired business into the GE platform.
Human Resource Manager
Virgin Nigeria Airways Limited
03.2005 - 05.2008
Human Resources Manager
Platinum Bank Limited
11.2001 - 05.2003
Head of Human Resources & Administration
Indemnity Finance Limited
05.2003 - 03.2003
Senior Consultant
Arthur Andersen (now KPMG)
09.1996 - 10.2002
Education
Master of Laws (LLM) -
University of Lagos
Nigeria01.1998
Barrister at Law (BL) -
Nigerian Law School
Lagos, Nigeria01.1995
Bachelor of Law (LLB) -
University of Ibadan
Nigeria01.1994
Skills
- HR leadership and management
- Global team coordination
- Project management in HR
- Change management strategies
- Talent acquisition and strategy
- Succession planning expertise
- Training and development programs
- Leadership coaching techniques
- Strategic workforce planning
- Total rewards strategy
- Business performance management
- HRIS software proficiency
- Microsoft Office suite expertise
Affiliations
- Member, Chartered Institute of Personnel Management (CIPM)
- Member, Women in Energy Network
- Member, SHRM
- Member, AHRD Networks
- Member, Chartered Institute of Management Consultants
- Distinguished Leader, Certified Board of Leadership Professionals
Hobbies and Interests
- Volunteering
- Travelling
- Mentoring
Core Expertise And Skills
- Leadership in HR management
- Global Team Management
- HR Project Management
- Change Management
- Talent acquisition Strategy
- Succession planning expertise
- Training and development
- Leadership coaching
- Strategic workforce planning
- Total rewards strategy
- Business performance management
- HRIS software proficiency
- Proficiency in use of Microsoft office suite
Languages
English
Full Professional
Timeline
Chief Customer Experience Officer
Eko Electricity Distribution Company
09.2021 - Current
Human Resources Director
Nigerstar7
04.2017 - 03.2021
Human Resources Director
Subsea7
08.2012 - 03.2017
Human Resources Manager Africa
General Electric (GE)
07.2008 - 03.2011
Human Resource Manager
Virgin Nigeria Airways Limited
03.2005 - 05.2008
Head of Human Resources & Administration
Indemnity Finance Limited
05.2003 - 03.2003
Human Resources Manager
Platinum Bank Limited
11.2001 - 05.2003
Senior Consultant
Arthur Andersen (now KPMG)
09.1996 - 10.2002
Master of Laws (LLM) -
University of Lagos
Barrister at Law (BL) -
Nigerian Law School
Bachelor of Law (LLB) -
University of Ibadan