Rukeme Favour Itawansa

RUKEME FAVOUR SEVEN Remote Customer Service & Social Media Manager linkedin.com/in/rukeme-favour-seven | Warri, Delta State | PROFESSIONAL SUMMARY Results-driven Customer Service and Social Media Manager with 4+ years of experience developing and executing comprehensive social media strategies across multiple platforms. Proven track record of building meaningful brand connections, increasing audience engagement, and driving customer action through strategic content creation and data-driven optimization. Expertise in managing crossplatform campaigns, analyzing social metrics, and collaborating with leadership teams to achieve brand objectives. Adept at balancing creative idea with analytical performance tracking in fast-paced, global environments. CORE COMPETENCIES Social Media Management | Content Strategy & Calendar Development | Customer Service Excellence | Social Media Analytic & Reporting | Brand Reputation Management | Cross-Platform Campaign Execution | Data-Driven Decision Making | Team Collaboration & Leadership | User-Generated Content Moderation | Social Selling Strategy | Competitive Research & Benchmarking | Stakeholder Communication Platform Expertise: Instagram | Facebook | TikTok | LinkedIn | YouTube | Twitter Tools & Technologies: Hootsuite | Sprout Social | Buffer | Google Analytics | Meta Business Suite | Canva | Adobe Creative Suite | Asana | Trello | Salesforce | HubSpot PROFESSIONAL EXPERIENCE Media Strategist & Customer Service Grejahmic Homes (Real Estate Company) | March 2022 – Till date         Built and executed social media strategies from ground up, growing follower base from 3K to 85K across all platforms within 19 months Created and managed multi-channel content calendar, ensuring consistent brand voice and timely delivery of engaging content aligned with marketing campaigns Analyzed social data and metrics using advanced analytics tools, identifying audience insights that informed content optimization and resulted in 60% boost in reach Developed tactical plans for Instagram Stories, Reels, and TikTok that increased video content engagement by 200% Established community management protocols and response templates that improved customer response time by 75% Coordinated with product and sales teams to develop social selling strategies that supported launch campaigns and seasonal promotions Mentored junior team members on social media best practices and platform-specific content creation techniques Supported customer service initiatives by monitoring and responding to social media inquiries within brand guidelines Senior Social Media Manager & Community Manager Alffy Paradise Service | Remote | July 2023 – August 2025     Manage social media strategy and execution for 8+ enterprise clients across Instagram, Facebook, LinkedIn, YouTube, resulting in an average 115% increase in engagement rates Develop and implement comprehensive content calendars, generating 200+ pieces of original content monthly (text, images, video, HTML) that drive meaningful customer connections and conversions Conduct quarterly social media audits and competitive research to optimize platform performance, leading to 30% improvement in visibility across client accounts Collaborate with leadership teams to align social media initiatives with overall business objectives, presenting monthly performance reports and strategic recommendations     Moderate user-generated content across all platforms, maintaining brand integrity and ensuring policy compliance for diverse market segments Track and analyze key social selling metrics, delivering detailed monthly, quarterly, and annual reports that identify growth opportunities and ROI improvements Lead cross-functional collaboration with design, content, and customer service teams to ensure cohesive brand messaging and identity Spearhead social selling initiatives that contributed to 25% increase in qualified leads through strategic platform engagement Digital Marketing Coordinator & Social Media Specialist Classic Winnie’s Spa | Remote | June 2024 – May 2025         Provided exceptional customer support across social media platforms, maintaining 95% customer satisfaction rating and resolving 50+ inquiries daily Created daily social media content that balanced promotional messaging with customer education and community engagement Implemented feedback loops that captured customer insights and incorporated them into content strategy and product development discussions Monitored brand mentions and sentiment across platforms, escalating issues appropriately and protecting brand reputation Optimized social media pages through A/B testing of content formats, posting times, and messaging strategies Collaborated with marketing team to develop blog content and syndication strategies that drove traffic to e-commerce platform Managed social media advertising campaigns with monthly budgets up to $3K, achieving average ROAS of 4.5:1 Created weekly performance reports highlighting key metrics and opportunities for improvement EDUCATION Bachelor of Science University of Calabar | Graduated: 2023 CERTIFICATIONS & PROFESSIONAL DEVELOPMENT      Meta Certified Digital Marketing Associate Hootsuite Social Marketing Certification HubSpot Social Media Marketing Certification Advanced Social Media Strategy Course – LinkedIn Learning Creaitz Social Media Manager and Content Writer Certification KEY ACHIEVEMENTS      Increased client social media engagement rates by average of 145% through strategic content optimization and audience targeting Grew combined follower base across all managed accounts by 150K+ within 2-year period Developed social selling framework that generated $50K+ in attributed revenue for B2B client Recognized as "Social Media Innovator of the Year" at Classic Winnie’s (2024) Successfully managed crisis communication for major client, protecting brand reputation and maintaining customer trust TECHNICAL SKILLS Social Media Platforms: Instagram, Facebook, TikTok, LinkedIn, YouTube, Twitter, Pinterest, Snapchat Content Creation: Canva, Adobe Photoshop, Adobe Premiere Pro, CapCut, InShot Analytics & Reporting: Google Analytics, Sprout Social, Hootsuite Analytics, Meta Insights, native platform analytics Project Management: Asana, Trello, Monday.com, Slack CRM & Customer Service: Salesforce, HubSpot, Zendesk, Freshdesk Additional: SEO fundamentals, paid social advertising, influencer marketing LANGUAGES English: Native/Fluent