Silvana Almeida
Oakville,ON
Summary
Customer-focused professional with a foundation in aviation operations and 20+ years of experience in brand management within the consumer packaged goods industry. Skilled in delivering consumer experiences that align with brand promises, resolving challenges with empathy, and thriving in fast-paced environments. Seeking a part-time Customer Service Representative role at Porter Airlines to contribute directly to frontline service and brand delivery.
Overview
29
29
years of professional experience
Work History
Call Center & Passenger Service Agent
Canada 3000
06.1996 - 10.2002
- Delivered frontline passenger service both in-person and over the phone, resolving inquiries, bookings, and special service requests.
- Assisted passengers with check-in, ID verification, boarding passes, and seat assignments.
- Collaborated with gate and operations staff to maintain smooth, on-time flight departures and ensure compliance with travel protocols.
- Consistently demonstrated empathy and efficiency in resolving customer concerns, enhancing loyalty and trust
Sr. Marketing Manager & Marketing Manager
Storck Canada Inc.
06.2011 - Current
- Directed brand experience initiatives across Canada, ensuring that all consumer touchpoints reflected the brand promise.
- Partnered with agencies and cross-functional teams to deliver consumer-facing programs that increased brand awareness and household penetration.
- Leveraged consumer insights and data analysis to drive portfolio expansion and improve communication effectiveness.
- Designed and executed consumer engagement programs that drove measurable lifts in consumer interaction and loyalty.
Brand Manager
Lactalis Canada
11.2004 - 05.2011
- Oversaw execution of large-scale partnerships (NBA, YTV), ensuring brand experiences aligned with audience expectations and increased engagement.
- Coordinated cross-functional promotions, ensuring smooth rollout, driving brand awareness.
- Delivered consistent on-brand customer messaging across categories, strengthening loyalty and sales.
Education
Bachelor of Commerce - Marketing
Ryerson University
Toronto04-2001
Skills
- Customer Service & Passenger Support
- Brand Promise Delivery in Consumer Experience
- Conflict Resolution & Empathy
- Team Collaboration & Communication
- Multitasking in High-Pressure Environments
- Bilingual: English & Spanish
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Sr. Marketing Manager & Marketing Manager
Storck Canada Inc.
06.2011 - Current
Brand Manager
Lactalis Canada
11.2004 - 05.2011
Call Center & Passenger Service Agent
Canada 3000
06.1996 - 10.2002
Bachelor of Commerce - Marketing
Ryerson University
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