Overview
Summary
Work History
Education
Skills
Certification
Work Availability
Accomplishments
Affiliations
Quote
Software
Interests
Timeline
OfficeManager
Aderonke Filani

Aderonke Filani

Live Chat Support Specialist
Arlington,TX

Overview

8
8
years of professional experience
7
7
years of post-secondary education
1
1
Certificate
1
1
Language

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Retail, Telecom, Financial services and Ecommerce industry. Solid team player with infectious, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Work History

Live Chat Specialist

Arbonne International LLC
Irvine, CA
11.2020 - Current
  • Streamlined communication processes, utilizing prepared scripts and templates for common queries in chat interface. Managed over 50 customer queries per day via chat, email and calls.
  • Built rapport with customers, demonstrating empathy and understanding during chat conversations for better resolution outcomes.
  • Assisted customers in navigating company website or online platforms through clear instructions via chat support.
  • Contributed to company''s positive reputation, delivering exceptional customer service via chat channels.
  • Maximized response efficiency by prioritizing and handling multiple chat sessions simultaneously.
  • Cross-trained and backed up other customer service managers.
  • Increased efficiency and team productivity by promoting operational best practices.

Customer Service Coordinator

PFS Web Inc.
Irving, TX
01.2018 - 09.2020
  • Responded to customer needs through competent customer service and prompt problem-solving. Increased turnaround time of customer's query resolution by 15%.
  • Maintained accurate records of customer interactions, tracking trends and identifying opportunities for improvement. Detailed notes on every customer's account on contact increased by 10%.
  • Enhanced customer satisfaction by addressing and resolving complaints in timely manner. Increased one contact/call resolution occurrence by 10%.
  • Mentored junior team members, fostering positive work environment and boosting overall team performance.

Proofreader

Triple H LLC
Carrollton, TX
03.2016 - 12.2017
  • Checked and corrected grammatical and spelling errors in diverse documents. Proofread and edited over 5 Research paperwork with about 100 pages at least.
  • Expanded professional knowledge by staying up-to-date with industry trends, technology advancements, and best practices in proofreading techniques.
  • Upheld accuracy standards in high-pressure environment, ensuring error-free deliverables even during peak workload periods.
  • Demonstrated strong attention to detail when working with complex technical documents containing specialized terminology or jargon.
  • Used style guidelines to make accurate changes and comply with ideal structure.

Education

Master of Arts - Counseling Psychology

University of Ibadan
Oyo State, Nigeria
02.2012 - 09.2014

Bachelor of Arts - English Education

Obafemi Awolowo University
Osun State, Nigeria
09.2005 - 03.2010

Skills

Microsoft Office

Certification

[Certified in Cybersecurity], [ISC2] - [October 2023 till date]

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments

  • Resolved product issue through consumer testing.
  • Achieved outstanding result through one call resolution by completing customers' queries at record time once and for all with accuracy and efficiency.
  • Certified in Cybersecurity.
  • Masters degree holder in Counseling Psychology.

Affiliations

International Association of Professional Etiquette Consultants [IAPO]

Quote

"As we let our light shine, we unconsciously give other people permission to do the same. As we are liberated from our own fear, our presence actually liberates others."
Marianne Williamson

Software

[Certified in Cybersecurity], [ISC2] - [October 2023 till date]

Interests

Reading and writing books; Music; Reproductive health and rights, etc

Timeline

[Certified in Cybersecurity], [ISC2] - [October 2023 till date]

10-2023

Live Chat Specialist

Arbonne International LLC
11.2020 - Current

Customer Service Coordinator

PFS Web Inc.
01.2018 - 09.2020

Proofreader

Triple H LLC
03.2016 - 12.2017

Master of Arts - Counseling Psychology

University of Ibadan
02.2012 - 09.2014

Bachelor of Arts - English Education

Obafemi Awolowo University
09.2005 - 03.2010

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Aderonke FilaniLive Chat Support Specialist