Tobi Ayeni-Agoro

I am a customer-focused Customer Service Representative with a Bachelor of Science in Accounting and hands-on experience delivering high-quality patient and client support. I specialize in first-contact resolution, multichannel communication, and compliance-driven documentation.

At Koy Solutions LLC, I managed patient orders end-to-end, coordinated with prescribers and vendors, and ensured 100% fulfillment accuracy while maintaining a 90% call quality score. I resolved escalated and complex inquiries with a 98% first-contact resolution rate and improved escalation handling time by 20%.

I consistently apply regulatory requirements such as HIPAA, insurance verification, and prior authorization processes, performing audits that improved data accuracy by 15%. I contributed to process improvements and new technology adoption that increased operational efficiency by 25%.

I bring strong skills in CRM and call center platforms, EMR/EHR systems, and detailed case documentation, and I aim to join a collaborative team where I can continue to improve customer satisfaction, operational workflows, and compliance outcomes.