Customer Service Continuous Improvement
Resume:
Omorogieva Elizabeth Ileka
Email: ***********@*****.***
PROFESSIONAL SUMMARY
Accomplished and detail-oriented administrator with over 42 years of experience in higher education administration and customer service. Known for exceptional communication, multitasking, and leadership skills, with a proven track record in strategic planning, policy implementation, and operational efficiency. Adept at fostering institutional partnerships, driving enrollment growth, and spearheading digital transformation initiatives. Committed to delivering excellence and innovation in administrative support and academic services.
KEY ACHIEVEMENTS
Operational Efficiency: Streamlined administrative processes across NOUN Study Centers, enhancing overall service delivery.
Revenue Growth: Initiated successful marketing strategies, increasing revenue for the Joint Admissions and Matriculation Board (JAMB).
Institutional Visibility: Led advocacy drives that significantly boosted NOUN’s enrollment figures.
Digitization: Spearheaded the digital transformation of Senate operations, reducing processing times and improving records management.
Strategic Partnerships: Fostered collaboration between NOUN and corporate, academic, and community partners for shared educational goals.
Examination Standards: Improved compliance and efficiency in examination processes at NOUN and affiliated correctional facilities.
Quality Assurance: Enhanced the development and delivery of institutional programs, products, and services.
PROFESSIONAL EXPERIENCE
National Open University of Nigeria (NOUN), Abuja, Nigeria
Duration of Service: 2010 – 2025
Director, Advancement and Linkages (2021–2025)
Developed strategic partnerships for capacity building, research grants, and funding.
Oversaw marketing initiatives that led to increased enrollment.
Coordinated alumni relations, exchange programs, and MOUs to enhance institutional impact.
Director, NOUN Special Study Centre for the Nigerian Police Force (2017–2021)
Led education advocacy at the NOUN Study Centre operations within the Nigerian Police Force, increasing awareness and participation.
Managed course registration, examinations, human resources, and customer service.
Deputy Registrar, Academic Registry (2012–2016)
Directed student admissions, registration, and verification processes.
Optimized matriculation and graduation workflows, significantly improving timelines.
Deputy Registrar, Examinations and Assessments (2010–2012)
Standardized examination policies and managed pre/post examination activities.
Ensured secure production and distribution of examination materials.
Joint Admissions and Matriculation Board (JAMB)
Duration of Service: (1983–2010)
Served as Team Lead for the conduct of administrative operations in the Office of the Chief Executive and Governing Council Secretariat.
Oversaw nationwide entrance examinations to Tertiary Institutions in the country, human resources, and customer service operations for the Board.
Implemented Key Performance Indicators (KPIs) to improve productivity and enrollment in tertiary institutions.
Secretary to the National Admission Panels for Tertiary Institutions and the Moderation Panels for English Language and Literature in English Test Items for the Interim Joint Admissions and Matriculation Board annual examinations.
EDUCATION
M.Sc., Public Administration – University of Benin, Nigeria (1984)
B.Ed., Arts – University of Jos, Nigeria (1980)
Certificate, Management in Higher Education – Galilee International Management Institute, Israel (2002)
PROFESSIONAL AFFILIATIONS
Fellow, Academy of Executives and Administrators (FAE&A), UK
Fellow, Institute of Corporate Administration (FCIA), Nigeria
Fellow, Women in Management and Leadership Association (FWIMA), Nigeria
Member, American Association of University Administrators (AAUA), USA
Member, Association of University Administrators (AUA), UK
Member, American Society for Public Administration (ASPA), USA
CORE COMPETENCIES
Strategic Planning & Execution
Administrative and Policy Management
Program & Project Management
Team Leadership and Capacity Building
Inter-institutional Collaboration (Local & International)
Customer Service & Stakeholder Engagement
Communication and Interpersonal Skills
Attention to Detail & Multitasking
NOTABLE PROJECTS
Digitization of NOUN Senate Operations: Introduced digital systems that streamlined Senate workflows and improved data integrity.
Global Partnerships: Led initiatives that expanded NOUN’s international collaborations.
Revenue Innovation: Initiated new funding channels through alumni and stakeholder engagement.
ACU Project Lead (PEBL-WA): Served as Project Administrator for the Association of Commonwealth Universities' "Partnership for Enhanced and Blended Learning – West Africa", coordinating institutional capacity development across select institutions.
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