Bukola Fakayode

Customer-focused professional transitioning into Customer Success, with hands-on experience managing client relationships, solving customer problems, onboarding people onto new processes and tools, and building clear documentation that others can follow independently. Comfortable in lean, self-directed environments — most of my track record comes from freelancing and a small, fast-moving training agency, where I own outcomes end-to-end without waiting to be told the next step. Experienced supporting clients across the US and UK, managing multiple projects simultaneously, and maintaining long-term client relationships (8 of 10 personally acquired clients still working with me).

Genuinely curious about how tools and systems work under the hood — I use AI tools daily to improve research, writing, and workflow efficiency, and enjoy figuring out how technology can make recurring work simpler for the people using it. Currently developing practical Customer Success expertise through project-based training in customer onboarding, retention, account renewals, and Customer Success strategy, with hands-on HubSpot CRM practice. Built a comprehensive Customer Success Playbook covering onboarding, product adoption, customer health, churn prevention, QBRs, customer education, and success metrics.

Brings exceptional written communication, empathy, strong organisational skills, and a genuine drive to help people succeed.

Content Specialist & Training Director at JOLAX GLOBAL CONCEPT (2022-01 – Present)

Writing and professional training agency specializing in long-form content and developing writers through structured training.

• Produced and contributed to 500+ long-form writing projects, working from detailed briefs, requirements, deadlines, and quality standards.
• Manage multiple projects simultaneously while maintaining accuracy, consistency, organization, and timely delivery.
• Train approximately 23 participants each quarter in writing, editing, and the practical use of AI in content creation.
• Build and continuously update structured training materials, onboarding guides, and Q&A resources, adapting explanations to different levels of understanding.
• Answer questions, evaluate participants' work, provide constructive feedback, and support continuous improvement.
• Use AI tools to improve research, writing, editing, and workflow efficiency while maintaining human judgment and quality control.
• Communicate complex concepts clearly in writing and live training environments, strengthening skills directly applicable to customer education and product adoption.

Ghostwriter & Client Partner at INDEPENDENT FREELANCE (2022-01 – Present)

• Built and maintained relationships with approximately 10 personally acquired clients, with 8 continuing to work with me — relationship longevity that reflects the trust needed to grow accounts and generate referrals.
• Work with clients internationally, including clients in the United States and United Kingdom.
• Manage multiple client projects from requirements through delivery, incorporating feedback and revisions to ensure expectations are met.
• Maintain clear communication with clients, clarify requirements, manage expectations, and respond to changing needs.
• Take ownership of client problems beyond the immediate scope of a project when doing so helps the client achieve their desired outcome.
• Supported a client experiencing an Amazon KDP publishing issue by contacting Amazon support, following up on the issue, and remaining involved until it was resolved.
• Guided another client step-by-step through the US ISBN purchasing process, remaining available until the client successfully completed the process.

Part-Time Customer Representative at FAST-FORWARD COURIERS & DELIVERY SERVICE (2023-01 – Present)

• Communicate with customers and business merchants through WhatsApp, Facebook, email, and phone calls, providing updates and addressing service concerns.
• Act as a communication bridge between customers and delivery riders when delays or service issues occur.
• Handle customer complaints with empathy, professionalism, and a focus on practical resolution.
• Follow up on outstanding deliveries and communicate timely updates to manage customer expectations.
• Coordinate with delivery personnel to resolve service issues and support a reliable customer experience.
• Communicate recurring customer concerns and feedback to support improvements in service delivery.

Bachelor of Arts (B.A.) in English and Literary Studies – Obafemi Awolowo University, Ile-Ife, Nigeria (2015)