Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Well-versed in superior customer service for over 15 years.
Hi, I’m
DANIEL ILEMONA MUSA
Banking
Damaturu,YO
Summary
Overview
15
years of professional experience
Work History
Access Bank Plc
Head of Operations
04.2019 - Current
Job overview
- Review and approve over 1,000 cash payment and deposit daily.
- Supervise and coordinate activities of over 35 staff.
- Carry out daily training of staff.
- Resolve over 50 customer complaints daily.
- Performed reconciliation of end of month GL proof monthly.
- Addressing any other operational and technical / administrative issues.
- Increased customer satisfaction survey from 60% to 97%
- Oversaw safety of guests, employees and and assets by enforcing and regulating security policies and procedures and monitoring and maintaining security systems
- Developed and grew staff competencies through team development, implementation and support of specific training for various responsibilities
- Directed security services and safety functions to align key processes with goals and objectives of organization and regulatory compliance
Diamond Bank Plc
Customer Service Manager
06.2008 - 03.2019
Job overview
- Supervising and managing cash vault-out / vault-in to 12 tellers.
- Reconciling vault and ensuring proper balancing of vault register.
- Attends to over 70 customers’ enquiries & resolving all complains.
- Managing cash movement to and from Central Bank of Nigeria (CBN) daily.
- Supervising about 12 tellers to ensure diligence and professionalism
- Addressing any other operational and technical / administrative issues
- Customer Service Representative/Cross Selling of Banks Product
- Fund Transfer Service Representative/ ATM Custodian to 7 terminals.
- Increased branch customer satisfaction survey, month on month.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Took ownership of customer issues and followed problems through to resolution
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
Education
Nigerian Defense AcademyKaduna
PGD from Management
12.2024
University Overview
Kogi State UniversityAnyigba
B.Sc. from Geology
12.2006
University Overview
AJ Cornerstone ComputersAnyigba
Diploma
12.2006
University Overview
Ochaja Boys Science Secondary SchoolOchaja, Dekina LGA
Some College (No Degree) from SSCE
University Overview
LGEA Primary SchoolOjikpadala Egume
from FSLC
12.1993
University Overview
Skills
- Computer skills
- Microsoft Office Tools, Outlook, Internet Explorer
- Ability to use MS Word, MS Excel, and MS Power Point
- Excellent numerical and critical reasoning skills
- Highly Analytical and reliable
- Team building, leadership and decision-making skills
- Preparation of relevant Account Records
- Effectiveness and Efficiency in Resource Management
- Good Communication and Interpersonal skill
Affiliations
Affiliations
Member, Chartered Institute of Project Management (CIPM ).
Member, Chartered Institute of Customer Relationship Management ( CICRM ).
Member, Chartered Institute of Banker of Nigeria (CIBN ).
Member, Chartered Institute of Financial and Investment Analysts of Nigeria (CIFIA).
Graduate Member, Nigerian Institute of Management Chartered ( NIM ).
Member, Society of Exploration Geophysicist ( SEG ).Timeline
Head of Operations
Access Bank Plc
04.2019 - Current
Customer Service Manager
Diamond Bank Plc
06.2008 - 03.2019
Nigerian Defense Academy
PGD from Management
Kogi State University
B.Sc. from Geology
AJ Cornerstone Computers
Diploma
Ochaja Boys Science Secondary School
Some College (No Degree) from SSCE
LGEA Primary School
from FSLC