Toyosi Ayeni

Toyosi Labake Ayeni Customer Care Representative- Nigerian Lagos linkedin.com/in/ ayeni-toyosi- She http://bit.ly/3M9V hNm Profile As a results-driven Customer Care Representative, with over three years of experience, I have a proven track record of improving customer satisfaction by over 80%, with strong communication skills and proficiency in CRM tools like Microsoft Dynamics, Zoho, Outlook, Helium EMR, and Finesse with Cisco. I have handled high call volumes, managed service teams, and leveraged CRM systems to streamline operations. I bring patience, empathy, and problem-solving skills to every interaction. I efficiently resolve inquiries and provide tailored solutions. I add value by simplifying processes, reducing response times, and improving customer experiences, leading to higher customer retention and supporting business growth. I am committed to making people's lives easier and turning everyday interactions into positive, lasting impressions. Education Bsc/Microbiology Ecole Supérieure des Technologies Avancées et de Management 09/2018 – 07/2022 Benin Republic Senior School Certificate Examination (SSCE) Fastspeed Comprehensive College 09/2011 – 06/2016 Nigeria Certificates Exford Global Consult Customer Service and Relationship Management (CSRM) ALX Virtual Assistant National Youth Service Scheme(NYSC) Udemy The Ultimate Customer Service Training Professional Experience 01/2025 – 01/2026 Remote Customer Service Representative (Remote) Independent Contractor | U.S. Healthcare Client Assisted patients and providers with DME inquiries, claims status, and coverage details. Handled high-volume calls, chats, and emails while maintaining HIPAA compliance. Processed prior authorizations, documentation requests, and insurance verifications. Logged interactions and updated records accurately using Microsoft Dynamics crm and internal systems. Escalated unresolved or complex cases to the appropriate departments when needed • • • • • 08/2024 – 12/2024 Lagos, Nigeria Customer Care Representative St. Mary's Specialist Hospital Answering questions about hospital services and procedures. Assisting with billing, payments, and resolving issues with Zoho. Supporting communication between the patient and the medical staff. Sending and responding to emails. • • • • 09/2023 – 07/2024 Delta, Nigeria Customer Care Represenative PlayLearn Academy Maintain communication through newsletters, updates and social media platforms. • Assisted with student enrollment and maintained accurate records of new and existing students. Scheduled and coordinated parent-teacher meetings, school tours, and other appointments. Drafted, proofread, and managed emails, reports, and presentations. • • • Skills Technical Skills Microsoft Office suite: Word, Excel, Outlook, PowerPoint Ticketing system: Zoho, Microsoft Dynamics crm Communication: Teams, Slack, Zoom, Outlook, Google Meet Others: Canva, Calendly Soft Skills Grit Excellent Communication Time Management Confidentiality Prioritization Problem solving Proactive • • • • • • • Interests Engaging in creative activities like photography Content creation. Staying updated with industry trends in customer care and management. Reading books Languages English References Available on request Yoruba Volunteering at local shelters, NGOs, or events.