Looking for a job

Filani Aderonke

@filaniaderonke

Message

I improve fintech and crypto support operations, resolving complex customer issues quickly at scale.

Nigeria

Message

What I'm looking for

I'm looking for remote-first, global, and async support opportunities across crypto, SaaS, fintech, or banking, where I can resolve complex user issues, improve support workflows, and use CRM data to reduce operational friction.

At CoinList, I cleared thousands of backlogged tickets and reduced first response time from two weeks to under one hour. I investigate blockchain transaction issues, use Salesforce, T-SQL, and Power BI to identify trends, and partner with Product and Engineering to resolve bugs.

I've also supported global crypto users at Binance and banking customers at Sterling Bank, achieving 98% CSAT, 96%+ QA, and a 95% dispute-resolution rate. I build SOPs, improve workflows, and deliver empathetic support across fintech, crypto, and banking.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Analyst

Current

CoinList

Feb 2024 - Present (2 years 8 months)

Reduced first response time from 2 weeks to under 1 hour within the first 2 months by clearing thousands of backlogged tickets. Authored multiple SOPs to standardize workflows and improve team efficiency.

Salesforce T SQL Power BI Blockchain Cryptocurrency Ticketing Systems SOP Development Cross Functional Collaboration

Customer Support Agent

Binance Holdings Limited

Dec 2022 - Jul 2023 (7 months)

Achieved and sustained 98% CSAT within the first 6 months and reduced first response time by 30%. Handled 50-60 live chat interactions per day and supported users across Spot Trading, Payments, AML/EDD verification, and onboarding flows.

CSAT QA CRM Live Chat Spot Trading Payments AML EDD Onboarding Cross Functional Collaboration

Customer Experience Management Personnel

Sterling Bank Ltd.

Apr 2016 - Dec 2022 (6 years 8 months)

Increased customer satisfaction scores by 20% through targeted dispute resolution strategies and proactive service improvements. Onboarded new users onto digital banking products and resolved banking and account disputes at a 95% resolution rate.

Salesforce Customer Onboarding Dispute Resolution Digital Banking Customer Satisfaction Compliance Quality Audits

Client Services Officer

Advans La Fayette Microfinance Bank

Apr 2015 - Apr 2016 (1 year)

Managed a loan portfolio of ₦20,000,000 NGN for a full fiscal year while maintaining Portfolio at Risk (PAR) below 2%. Handled client onboarding, assessed borrower capacity, and maintained high repayment rates.

Loan Portfolio Management Client Onboarding Risk Assessment Customer Relationship Management