Covenant M. Okom
Lagos,Nigeria
Summary
Dynamic and service-focused professional with expertise in customer experience, social media management, and design. Passionate about maximizing customer satisfaction and retention through proactive engagement and tailored solutions. Skilled in handling high volumes of inquiries, researching information, and delivering clear, effective communication.
As a social media manager and designer, I bring a unique blend of creativity and strategic thinking, leveraging over a year’s experience in UI/UX design and visual storytelling to craft compelling content that captures attention and drives engagement. I have successfully managed and scaled multiple social media pages, leading teams and implementing data-driven growth strategies that have significantly increased engagement and follower count.
My ability to balance creativity with analytical insight ensures that every piece of content aligns with brand goals and audience preferences. Passionate about creating impactful digital experiences, I specialize in building strong online communities and enhancing brand presence through innovative content strategies.
Overview
9
9
years of professional experience
Work history
Social media manager
Dash Studios
Lagos
11.2024 - Current
- Streamlined communication channels within the organisation resulting in increased productivity.
- Boosted customer engagement with effective management of all social media platforms.
- Monitored industry trends for incorporation into our social media strategy.
- Developed engaging online content for improved customer interaction.
- Coordinated collaborative projects in a timely manner for improved cross-departmental cooperation.
- Facilitated partnerships with influencers to extend reach and boost reputation.
- Increased brand visibility by developing and implementing strategic social media campaigns.
- Ran successful promotional campaigns to raise product awareness.
- Brainstormed to generate original online campaign ideas, innovative social engagement strategies and compelling digital content.
- Produced photo and video content with excellent editing skills.
- Responded to comments, messages and feedback to build brand activity profiles.
Social media manager
Independent Contractor
London
09.2024 - Current
- Cultivated a strong community online through consistent, meaningful dialogue with followers.
- Produced regular reports on social media performance to inform future strategies.
- Lead team meetings, resulting in more coordinated efforts towards achieving company goals.
- Drove audience growth through targeted advertising campaigns across multiple platforms.
- Enhanced digital presence through the creation of compelling visual designs.
- Managed crises effectively, mitigating damage to brand reputation online.
- Developed an efficient content calendar leading to a well-organised posting schedule.
- Monitored industry trends for incorporation into our social media strategy.
- Produced photo and video content with excellent editing skills.
- Brainstormed to generate original online campaign ideas, innovative social engagement strategies and compelling digital content.
Social media strategist
Tuffworld Fashion Company
Lagos
08.2024 - 10.2024
- Led brainstorming sessions to generate innovative ideas for social campaigns.
- Implemented SEO practices in content creation for increased website traffic.
- Developed a robust social media strategy by analysing current market trends.
- Collaborated with marketing team to integrate social media strategies into broader plans.
- Established strong customer relationships through consistent, engaging social media interactions.
- Fostered an active brand community by responding promptly and professionally to comments and inquiries on social channels.
- Coordinated with influencers for promotional activities, thereby increasing brand reach.
- Boosted online engagement with strategic content creation and management.
- Tracked performance metrics of each campaign, making adjustments as necessary to optimise results.
- Managed multiple social media accounts for improved brand visibility.
- Handled crisis communications on digital platforms smoothly, minimising potential damage to brand reputation.
- Leveraged platform-specific features like Instagram Stories or Twitter polls creatively, driving user engagement up significantly.
- Produced photo and video content with excellent editing skills.
- Brainstormed to generate original online campaign ideas, innovative social engagement strategies and compelling digital content.
- Evaluated social media insights to improve reach during and after campaign delivery.
- Engaged paid and unpaid online marketing opportunities to reach new and target audiences.
- Identified areas for content improvement by monitoring competitor social media activity and trends.
- Executed campaigns within time and budget constraints to achieve excellent client satisfaction.
- Compiled content for various communication channels.
- Maintained consistent brand voice and style across content.
Customer Success Analyst
KIPPA
Lagos
05.2022 - 12.2023
- Collaborated with customers to understand their needs, ensuring satisfaction and retention
- Conducted in-depth data analysis to identify trends and areas for improvement
- Acted as a liaison between customers and the company, ensuring their needs were met
- Implemented customer success strategies and monitored their effectiveness
- Proactively engage with customers to ensure their needs are met
- Analyze customer data to identify trends and opportunities for improvement
- Serve as a bridge between customers and the company, conveying customer feedback and ensuring timely responses
- Provide product and service knowledge to customers, ensuring they derive maximum value
- Successfully increased customer satisfaction by 80% within the space of a year and a half through the implementation of personalized support strategies
- Identified and resolved a critical customer issue, resulting in a 85% increase in customer retention
- Participated in win back campaigns which required calling over 200 customers within a month and resulted to a 85% increase in customer retention and a decrease in churn rate
- Maintained and averaged a 4 star rating across all support channels which boosted customer satisfaction in the organization
- Achievement of being promoted to Customer Success Analyst during my tenure as a Customer Success Analyst at Kippapay
Customer Acquisition Manager
DASH GAMING STUDIOS
Calabar, Cross River State
02.2018 - 03.2021
- Managed performance of team members, conducted performance appraisals and recommended promotions
- Held associates accountable for meeting established operational guidelines, brand standards, customer service expectations and company policies
- Coordinated resources and schedules to meet targets and adhere to deadlines
- Worked with finance team to manage and streamline accounts payable, accounts receivable and payroll processes
Assistant Manager
RIPE FRUIT ENTERPRISE
Calabar, Cross River State
08.2020 - 01.2021
- Coordinated sales programs to capitalize on revenue opportunities and maximize profitability
- Resolved customer complaints regarding sales and service
- Engaged customers to quickly identify needs, negotiate contracts and close sales
- Established ambitious quotas and helped each team member implement personalized plan to achieve targets
- Determined price schedules and discount rates to maintain competitive positioning
Assistant Lecturer
UNIVERSITY OF CALABAR
Calabar, Cross River State
03.2016 - 04.2017
- Worked under supervision of discipline coordinator to integrate teaching efforts with fellow instructors
- Prepared engaging lectures to help students explore foundational and advanced topics
- Prepared professional course syllabus to inform students about plans and requirements
- Designed, administered and assessed student examinations and assignments
- Maintained regular office hours to meet with students face-to-face and discuss various questions
Education
Bachelor of Science - English and Literary Studies
University of Calabar
Calabar, Cross River StateCertificate of Higher Education - Arts
Daniest International High School
Calabar, Cross River State, Nigeria 03/2009 - 04/2014
Skills
- Effective Communication Skills
- Customer Service Experience
- Problem resolution
- Client communication
- Researching
- Networking
- Community building tactics
- Search engine marketing
- Platform-Specific best practices
- Understanding of google analytics
- Brand understanding
- Influencer outreach
- Campaign performance evaluation
- Paid social campaigns execution
- Canva designing
- Content calendar organisation
- Twitter advertising
- IG reels
- Content creation
Languages
English
Proficient (C2)
Affiliations
- Video Gaming
- Sports
- Content Creation
- Reading and Writing
- Traveling
- Apocalyptic Movies
Timeline
Social media manager
Dash Studios
11.2024 - Current
Social media manager
Independent Contractor
09.2024 - Current
Social media strategist
Tuffworld Fashion Company
08.2024 - 10.2024
Customer Success Analyst
KIPPA
05.2022 - 12.2023
Assistant Manager
RIPE FRUIT ENTERPRISE
08.2020 - 01.2021
Customer Acquisition Manager
DASH GAMING STUDIOS
02.2018 - 03.2021
Assistant Lecturer
UNIVERSITY OF CALABAR
03.2016 - 04.2017
Bachelor of Science - English and Literary Studies
University of Calabar
Certificate of Higher Education - Arts
Daniest International High School
03/2009 - 04/2014
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