Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
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Eileen Njoteh

Scarborough,ON

Summary

Dynamic and results-oriented program and project Manager with 15 years of experience in managing and enhancing customer product services and delivering complex projects on time and within budget. Adept at managing cross-functional teams, optimizing processes, and implementing innovative solutions to drive business success. Expertise in coordinating cross-functional teams, optimizing product performance, and ensuring customer satisfaction. Seeking to leverage expertise to drive growth and improve service offerings.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Senior Operations Coordinator

GS1 Canada
05.2024 - 05.2025
  • Address cases coming into the back-office support mailbox.
  • Support webform requests – Prefix Authorizations, Company Name Change and Prefix Transfer.
  • Produce quotes for services and solutions.
  • Investigate and act on billing errors.
  • Audit subscribers’ revenues in compliance with company requirement.
  • Update subscriber records to align with company policy on subscription classifications.
  • Support Prosync Annual GTIN billing.
  • Complete Prosync catalogue merge.
  • Action subscription and service cancelation as appropriate.
  • Perform end-user testing and implementation of new features with impact on Back office support processes.
  • Support the implementation of new processes and documentation of SOPs.

Senior ISS Coordinator

GS1 Canada
01.2021 - 04.2024
  • Supported all inbound and outbound activity as first point of contact for subscribers, prospects and other resources as required (i.e. phone, email, and written communication) to ensure subscriber activation is completed, and subscriber issues/inquiries are resolved in a timely manner.
  • Conducted outbound calls for subscriber growth, cost recovery and development.
  • Supported subscriber retention and cost recovery efforts through documentation, collection, and other customer service activities.
  • Provided support for data integrity initiatives through reporting and validation of subscriber data.
  • Maintained and updated reports as requested or required for analysis for subscriber activity.
  • Provided administrative support for Industry Support Services team.
  • Liaised with other internal departments (i.e. Finance, Implementation Services) as required.
  • Ensured ongoing understanding of current and emerging technologies and services provided by GS1 Canada.
  • Collaborated as an Industry Support Services resource on Special Projects (i.e. UAT testing).
  • Reviewed, updated and maintained Standard Operating Procedures (SOPs) and best practices.
  • Trained new employees within ISS.
  • Developed SOP for The Vault Enhanced Assets and SOP for emailing subscriber documents and email templates.
  • Ensured timely completion of deliverables through milestone setting.

Industry Support Services Coordinator

GS1 Canada
08.2019 - 12.2020
  • Collaborated as an Industry Support Services resource on Special Projects (i.e. UAT testing, Recall).
  • Provided support for data integrity initiatives through reporting and validation of subscriber data. Assists in the development of presentation materials.
  • Provided administrative support for Industry Support Services team.
  • Supported subscriber retention and cost recovery efforts through documentation, collection, and processing of relevant data.
  • Reviewed, updated and maintains Standard Operating Procedures (SOPs) and best practices.
  • Ensured timely completion of deliverables through milestone setting.

Senior Product/project Manager - Asset Swamp West Hub (Onshore)

Shell Petroleum Development Company of Nigeria Limited
01.2015 - 06.2018
  • Led a portfolio of high-impact projects with budgets ranging from $30M to $50M, ensuring successful delivery within scope, budget, and timeline.
  • Reduced project costs by 40% through strategic resource management and vendor negotiations.
  • Managed a team of Operations and production service professionals to oversee the lifecycle of products, ensuring that customer feedback and service quality are continually addressed.
  • Delivered construction of 900 units accommodation in Forcados Terminal and Northbank Field Logistic Base, a complex multi-phased initiative, while meeting and exceeding client expectations.
  • Implemented and managed the Production and Operations Departments Data as well as the integration services with RADAR which provided, monitored and tracked data in the whole of Asset Swamp West departments.
  • Developed and implemented service strategies that resulted in a 50% improvement in customer satisfaction and a 75% reduction in service costs.
  • Monitored key performance metrics, such as resolution time, customer satisfaction scores, and service efficiency, and used data to drive continuous improvement.
  • Implemented Data Assurance technology requirements and in conjunction with Data Architecture and Data Assurance Operational team, in line with the roadmap and implementation patterns.
  • Collaborated with product development, operations and production teams to identify and resolve product issues, providing feedback to enhance product performance.
  • Managed post-sales support services, including product returns, repairs and upgrades, to ensure a seamless customer/contractor experience.
  • Spearheaded the development of training programs for operations and production service teams to enhance product knowledge and troubleshooting capabilities.
  • Worked closely with Operations and production teams to develop customer communication strategies, such as product releases, troubleshooting guides, and FAQs.

Project Manager- Swamp West (Onshore)

Shell Petroleum Development Company of Nigeria Limited
01.2010 - 12.2014
  • Managed Operations and production projects simultaneously with a total value of $10M ensuring timely delivery and adherence to budget and scope.
  • Led cross-functional teams of 15 members from departments including Marketing, HSSE, Engineering, Operations, Productions etc. improving collaboration and project delivery.
  • Developed detailed project plans, including schedules, budgets, and resource allocation, using tools like SAP, MS Project, FOUNTAIN, RADAR etc.
  • Conducted risk assessments and implemented mitigation strategies to reduce project delays by 80%.
  • Regularly communicated project progress to senior leadership and stakeholders, ensuring transparency and alignment.
  • Negotiated with vendors and third-party suppliers to secure favorable terms and meet project requirements.
  • Managed project budgets of up to $15M, ensuring resource allocation and cost control to maintain financial health.
  • Implemented SAP methodologies, increasing project efficiency and team productivity by 98%.
  • Reduced project costs by 75% by streamlining processes and improving vendor negotiations.

Education

Diploma - Business Management

CIMT College
Scarborough
12-2025

Bachelor of Science - Political Science

Enugu State University of Science And Technology
Enugu State, Nigeria
12-2000

High School Diploma -

Queen’s School
Enugu, Enugu State
01.1994

Skills

  • Product Lifecycle Management
  • Negotiating skills and communication
  • Working knowledge of the Project Management body of knowledge (PMBOK)
  • Strong understanding of Project Management and SDLC methodologies with hands on proficiency with MS project and scheduling capabilities
  • Superior analytical and technical ability with strong organizational skills, ability to set priorities and manage many projects simultaneously with competing deadlines
  • Proven understanding and proficiency in risk, action, issue and decision (RAID) management and tracking
  • Strong interpersonal skills and professionalism to establish maintain and influence collaborative working relationships with stakeholders at all levels;
  • Proven verbal and written communications skills
  • Positive can-do and take-charge attitude capable of working as part of a team as well as independently, comfortable working with some level of ambiguity
  • Ability to influence and lead others in a matrix organization
  • Drive to become a subject matter expert and work with a high degree of autonomy
  • Knowledge of current and emerging supply chain technologies and trends
  • Knowledge of Organizational Change Management (OCM) principles to support adoption and integration
  • Entrepreneurial spirit suitable for fast-paced, results-based environment requiring flexibility to everchanging needs
  • Project planning and development
  • Project management

Accomplishments

1. Project Delivery
  • Delivered $50M upstream development project 3 months ahead of schedule and 10% under budget.
  • Successfully managed full project lifecycle for offshore drilling campaigns, from FEED to commissioning.
2. Budget and Cost Management
  • Reduced project costs by 15% through strategic procurement and vendor negotiations.
  • Implemented cost control measures that saved the company $2M annually across multiple projects.
3. HSE (Health, Safety & Environment) Performance
  • Achieved zero Lost Time Incidents (LTI) over a 24-month period on a high-risk onshore project.
  • Led the implementation of a new HSE compliance program, increasing safety audit scores by 30%.
4. Stakeholder and Team Management
  • Coordinated cross-functional teams (engineering, procurement, construction) across Onshore and Upstream.
  • Improved stakeholder satisfaction by 40% through transparent reporting and regular engagement.
5. Risk and Crisis Management
  • Led emergency response and recovery planning for a $70M offshore facility during a pirate attack.
  • Developed a risk mitigation strategy that reduced project delays by 25%.
6. Innovation and Process Improvement
  • Introduced a digital project management platform, reducing reporting time by 50%.
  • Optimized drilling operations with predictive analytics, saving $1.5M in unplanned downtime.
7. Regulatory and Compliance
  • Ensured 100% regulatory compliance across all phases of a multi-country pipeline installation.
  • Successfully navigated complex permitting processes in multiple jurisdictions.
8. Capacity Building and Leadership
  • Mentored and trained a team of 10 junior engineers and coordinators, improving team productivity by 35%.
  • Promoted a culture of continuous improvement and knowledge sharing across departments.

Certification

  • Power BI: Dashboard for beginners 2023
  • CRM 9.1 2023
  • Jira 2021
  • International Business Management Institute Berlin, Germany
  • Basics of Project Management 2020
  • Risk Management 2020
  • Diploma in Leadership and Management EQF Level 5 2019
  • WHIMS 2015 (CCHOS) 2018
  • Customer Service Excellence (OTEC) 2018
  • Diploma in Business Management-Ongoing (CIMT)

Languages

English
Advanced (C1)

Timeline

Senior Operations Coordinator

GS1 Canada
05.2024 - 05.2025

Senior ISS Coordinator

GS1 Canada
01.2021 - 04.2024

Industry Support Services Coordinator

GS1 Canada
08.2019 - 12.2020

Senior Product/project Manager - Asset Swamp West Hub (Onshore)

Shell Petroleum Development Company of Nigeria Limited
01.2015 - 06.2018

Project Manager- Swamp West (Onshore)

Shell Petroleum Development Company of Nigeria Limited
01.2010 - 12.2014

Diploma - Business Management

CIMT College

Bachelor of Science - Political Science

Enugu State University of Science And Technology

High School Diploma -

Queen’s School

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Eileen Njoteh