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Customer Service Manager, Graphic Designer, Event specialist

Burlington, ON, Canada
October 04, 2019

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YLEANA ÁLVAREZ M: 647-***-**** Burlington, ON L7L 1P4


Goal-oriented International Senior Account Manager with more than 12 years of experience in Corporate Industry, graphic design, project management and account relations. Capable of establishing competitive structures, handling large customer load and seeking out new leads with independent and hardworking approach.

Manage customer needs in forward-thinking and analytical manner. Known for thriving in fast-paced and changing environments.

Successful advertising and creative professional with more than 12 years of experience propelling brand image and driving customer engagement to increase revenue. Highly skilled at generating attention among target audiences. Collaborative in working with various teammates and industry professionals to oversee execution of campaigns.

Multi-talented Project Manager, poised and cooperative in driving stakeholder meetings to determine estimates, build financial forecasts, develop budgets and define project timelines. Detailed in guiding purchasing of equipment and supply inventory. Motivated to deliver projects on time and within the established budget by monitoring progress, enforcing deadlines, ensuring cost controls and resolving problems quickly and effectively.


Team building



Event planning and production

Problem solving

Project management

Customer relationships

Strategies and goals

Superior negotiation skills

Motivated self-starter

Customer service oriented. Client-focused

Corporate branding and Logo creation

Adobe Creative Suite (Photoshop, Illustrator, InDesign)

Photography background

Production management

Fluent in English & Spanish


11/2018 - 07/2019


Toronto, ON

Marketing Manager

Responsible for creating exciting materials and design solutions that have a high visual impact.

Designing and creating a wide variety of graphic art and promotional material.

Meeting clients to discuss their needs, objectives and budgets.

Created and launched enhanced content strategies, improving product conversion.

Generated new financial business by developing special projects for existing and prospective customers.

Conducted research and development on existing and emerging products to highlight benefits and attract retention.

Created award-winning programs, strategies, and sales tools from concept to completion, resulting in greater team efficiency and effectiveness.

Reduced process lags by managing employees and administering training on best practices to ensure optimal productivity.

Generated monthly performance metrics and analytical reports and reviewed and communicated marketing campaign effectiveness to clients.

Meeting clients to discuss their needs, objectives and budgets.

Provide project and design related support for different clients.

Work with the Creative team to ensure the project presentation to stakeholders.

Support as a Senior Graphic Designer throughout the design execution of Financial campaigns and marketing projects.

Offer input in creative meetings and brainstorm ideas for design and marketing projects.

Set-up, implement and manage a new all-in-one sales/CRM/project management tool for the Company.

Create and produce Clients events and Holiday campaign planning, preparation and execution.

Research administer data and prepare reports for CEO and art team. Manage social media outlets design and execution.

12/2017 - 09/2018

Colour Creative for NESTLE Canada

Toronto, ON

Sr. Project Manager/ Logistics Coordinator (Interim support position 6 months)

Manage the maintenance, preparation and routing of purchase orders

Prepare accurate bills of lading

Satisfy air bills in a timely manner

Communicate with van lines and airlines to ensure prompt pick-up and delivery of shipments

Arrange same-day deliveries whenever possible

Review purchase orders and shipment contents prior to releasing them from our facility

Track and analyze mis-shipments to ensure they don’t occur again

Respond to customer inquiries and refer clients to the appropriate channels

Ensure quality of all services and processes within the facility

Manage the maintenance, preparation and routing of purchase orders

Arrange same-day deliveries whenever possible.

Respond to customer inquiries and refer clients to the appropriate channels

Ensure quality of all services and processes within the company.

Leverage Senior Project Management and graphic design expertise to develop key training programs and oversee multi-language engagement.

Develop new lines of business based on senior executive experience (events and new business engagements).

Drive the performance of a number of internal colleagues and external stakeholders to ensure projects are delivered on-time, on budget and exceed client expectations.

Involved in the whole process for designing products new packages and approvals for printing.

Responsible for the hiring of CES team members in collaboration with Randstad and Nestle Managers.

Being aware of the importance of customer service as it relates to the greater marketing model and willing to learn how it all ties together.

Responded quickly to customer concerns and complaints, typically within first 10 minutes.

Developed lesson plans designed to improve proficiency in Customer Service.

Monitored multiple databases to keep track of Customer Experience Service and call center.

Mentored and coached junior staff members by giving positive feedback and constructive criticism.

Returned phone messages and emails and responded to complaints before issues escalated.

Planned field trips and teamwork events to bolster learning through fun activities.

08/2004 - 12/2017

ENLACES Grupo Creativo

México, México City

Partner, PR And Client Key Account Director

PR, Graphic Design, Corporate and Massive Events, Promotions, Promotional Launches, Conventions / Team building, Integration Activities and Printing.

Responsible for contacting new clients, pitching design projects and developing with the internal graphic design team.

Achieved client loyalty through quality, productivity, service and proactive management.

Managed select accounts for clients, celebrities and collectors to ensure alignment with individual plans.

Cultivated client loyalty through consistent quality, productivity, exemplary service and proactive management.

Collaborate and supervise graphic designers and creative teams to produce high-quality advertising in line with brand image.

Present to HR and marketing directors the proposals, quotations and follow-up projects to be realized.

Developed all campaign and booth design projects as well as the mounting process at expos.

Commissioner in the recruitment of suppliers, artistic talent negotiation and production logistics.

Organize projects by delegating tasks to appropriate personnel and overseeing quality control duties.

Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction.

Mentored and coached new team members by giving positive feedback and constructive criticism.

Effectively controlled the release of proprietary and confidential information for general client lists.

Reviewed blueprints, drawings and other specifications to fully understand project expectations.

Proactively identified and solved complex problems impacting operations management and business direction.

Liaised between clients and management to provide client feedback and resolve inquiries.

Our Clients MasterCard, Readers Digest, Lacoste, Sigma Foods, Banco Santander, Grupo Bimbo, Nestle México, Seguros MonterreyNYLife, ING, Kraft foods, Disney, DHL, Deloitte, Multiva Bank, Pepsico, Frito Lay and others.

Education and Training

Mexico City, CDMX

Bachelor of Arts in Graphic Design & Communications

Universidad Nuevo Mundo

New York, NY


School of Visual Arts

New York, NY

Jewelry Design

School of Visual Arts

Activities and Honors

Member, Alumni Association.

International Rotary.

Member, Mexico's Creative Agencies Association (2010 - present).

Half Marathon runner (28).

Spending time with family and friends.

Taking advantage of all opportunities to learn more and be up-to date.

Reading books about personal improvement, mindfulness and art.

Volunteering and helping others.

Museums, movies and concerts.


Leadership Sales Culture Program

Witz Education. February 2018

Horn customer service and quality training course

September 2018

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