Toluwa Veronica Ogunyeye

TOLUWA OGUNYEYE Customer Service Representative- PROFESSIONAL SUMMARY Experienced customer service representative with comprehensive 4 years experience in both inbound and outbound call flows, including cold calling new leads. Comfortable tackling objections ranging from “don’t have time” to “we’ve had poor experiences.” Uses factual proof points, testimonials, and flexible offers to reframe hesitance into next‐step bookings. Tracks calls with CRM tools to maintain accurate pipeline info. Achieved 150% of sales goals two quarters in a row. SKILLS Detail-OrientedTarget AchievementTeam Collaboration Data Entry SkillsProblem-SolvingTime Management Customer RetentionNegotiation SkillsAdaptability PROFESSIONAL EXPERIENCE Customer Service Representative (Telesales) At Alerzo Limited NigeriaSep 2023 - May 2025 Resolved complex billing issues, denied claims, and service-related complaints by investigating concerns, updating records, and coordinating with multiple internal departments such as billing, claims, provider services, and underwriting. Handled high volumes of inbound calls and digital inquiries from members, providers, and plan administrators, delivering clear and accurate assistance on Aetna’s health insurance products and services. Explained coverage details including benefits, eligibility, deductibles, copayments, and claims procedures, helping members make informed healthcare decisions. Customer Service Representative At Mobil Producing Nigeria (ExxonMobil)Mar 2022 – Aug 2023 Resolved customer issues efficiently, by identifying the root causes of complaints, coordinating with cross functional teams, and ensuring timely and satisfactory resolution in line with company policies. Processed sales and service orders, ensuring accurate data entry into SAP and CRM platforms, and tracked orders from initiation through delivery to closure, while maintaining compliance with internal control procedures. Coordinated logistics and delivery schedules in collaboration with the supply chain and distribution teams, ensuring timely and cost-effective fulfillment of customer orders. Customer Service Executive At Seplat PetroleumFeb 2020 - Jan 2022 Resolved complex customer issues, including billing discrepancies, supply delays, and technical complaints, by investigating root causes and coordinating appropriate solutions with internal teams. Monitored and tracked customer accounts, ensuring timely invoicing, payment follow-ups, and alignment with financial reporting standards and JV partner requirements. Maintained up-to-date records of all customer interactions, contracts, service requests, and performance metrics using ERP systems (e.g., SAP or Oracle). EDUCATION The Federal PolytechnicHND 2019 ADDITIONAL SKILLS Microsoft office packages, Google sheet, Excel, Google presentation, Hubspots, Slack.