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Tolulope Adekojo

@tolulopeadekojo

Customer Support Specialist at OFFICELY who reduced human involvement in support responses by 25% by fine-tuning AI tools.

Nigeria

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At OFFICELY, I trained and fine-tuned AI tools such as FIN to automate repetitive customer support interactions, reducing human involvement in responses by 25% within six months.

I also wrote Help Center articles around recurring questions and product issues, and worked with engineering teams to investigate and resolve reported bugs.

At COINRULE, I implemented Intercom macros and custom bots that increased average customer satisfaction from 60% to 80%. I also led usability testing and turned customer feedback into product experience improvements, contributing to a 20% increase in retention.

Earlier, I worked as a UX Copywriter at SWYFT GROUP and a Creative Director at YOURS TRULY. At HUAWEI TECHNOLOGIES LIMITED, I was a Technical Support Intern and developed user manuals for employees.

Experience

Work history, roles, and key accomplishments

Customer Support Associate

Officely

Oct 2024 - Jun 2025 (8 months)

Reduced human involvement in customer responses by 25% by training AI tools to automate support interactions. Improved self-service and support efficiency through help center documentation and process improvements.

AI Tools Customer Support Help Center Process Improvement Bug Investigation Cross Functional Collaboration

Senior Customer Support Associate

Coinrule

Jan 2022 - Nov 2023 (1 year 10 months)

Increased customer satisfaction from 60% to 80% by implementing Intercom macros and custom bots. Led product discovery for a new product line and improved bug resolution through collaboration with product teams.

Payment Workflows Intercom Customer Satisfaction Product Discovery Bug Resolution Usability Testing team training

Customer Support Associate

Coinrule

Mar 2021 - Jan 2022 (10 months)

Managed user requests and improved first response time from hours to minutes. Reduced user drop-off by identifying authentication and balance issues, and generated customer acquisitions through go-to-market strategies.

Payment Issue Troubleshooting Content Management SEO Customer Support Workflow Optimization Bug Investigation Go To Market Strategy Blog Management Copywriting

UX Copywriter

Swyft Group

Jan 2021 - Mar 2021 (2 months)

Increased SEO visibility by 110% by developing scalable UX copy structures. Delivered client-facing documentation and participated in strategy meetings to communicate UX goals.

UX Writing SEO Documentation Strategy

Creative Director

Yours Truly

Feb 2019 - Mar 2021 (2 years 1 month)

Improved brand visibility by 36% through brand marketing strategies. Generated 600+ leads with a 42% conversion rate through social media campaigns and managed the product design lifecycle.

Brand Marketing Social Media Campaigns Lead Generation Product Design

Technical Support Intern

Huawei Technologies Limited

Sep 2017 - Feb 2018 (5 months)

Improved team efficiency by 80% through reporting and workflow improvements. Developed user manuals that improved operational effectiveness for employees.

Technical Support Reporting Workflow Improvement Documentation

Education

Degrees, certifications, and relevant coursework

Treford

Product Management Training, Product Management

2023 - 2023

Completed Product Management Training at Treford, covering product development tools, user stories, documentation, and agile methodologies.

Women in Tech Nigeria / Girl Code Academy

Product Management Makeathon, Product Management

2022 - 2022

Participated in a Product Management Makeathon, focusing on customer market analysis, product roadmapping, design thinking, and stakeholder management.

Obafemi Awolowo University

Bachelor of Science, Computer Engineering

2013 - 2019

Bachelor of Science in Computer Engineering from Obafemi Awolowo University, with coursework in database management, programming, and human-computer interaction.