Digital Marketing and Communications Specialist

Sylvia Juliana Silva

Laredo, Texas *************@*****.*** 956-***-****

Professional Summary

Dynamic digital marketing and communications professional with 18+ years of experience in aviation, customer experience, and organizational communications. Skilled in developing high-impact content, optimizing workflows, and enhancing stakeholder engagement. Strong background in social media, knowledge management, and policy communication. Currently expanding expertise through Early Childhood Education studies and hands-on experience supporting institutional advancement and social media initiatives at Laredo College. Core Skills

• Digital Marketing: Social Media Strategy, Analytics, SEO, PPC

• Content Development: Writing, Editing, Knowledge Base Management

• Customer Experience: Complaint Resolution, Crisis Communication

• Operations: Workflow Optimization, Policy Implementation

• Software: Microsoft Office Suite, Teams, OneNote Professional Experience

Institutional Advancement & Social Media Assistant (Work-Study) Laredo College – Nov 2025 to Present

• Support digital communications, event promotion, and community engagement.

• Create and schedule social media content; draft captions and edit media.

• Track engagement metrics to refine content strategy.

• Assist with marketing campaigns, outreach events, and administrative tasks.

Learning & Development Communications Specialist

Spirit Airlines –Dania Beach, FL – May 2023 to Mar 2025

• Developed and communicated new procedures and policies for Guest Care.

• Created and maintained knowledge articles to improve agent accuracy.

• Streamlined communication workflows with training and operations teams.

Corporate Resolutions Specialist

Spirit Airlines – Miramar, FL – Jan 2014 to May 2023

• Resolved high-profile executive complaints and escalations.

• Reviewed and approved service animal documentation for compliance.

• Strengthened customer trust through clear, consistent communication. Crew Scheduler

Spirit Airlines – Miramar, FL – Jan 2013 to Dec 2014

• Coordinated daily crew staffing in alignment with operational and labor rules.

• Developed and adjusted schedules to reduce delays and disruptions.

• Monitored crew legality and FAA compliance.

• Communicated real-time schedule changes to crew members. Guest Relations Coordinator

Spirit Airlines — Miramar, FL — Jul 2010 to Dec 2013

• Responded to guest complaints and inquiries through online chat and digital channels.

• Assisted customers with concerns, service issues, and policy questions to ensure timely resolution.

• Coordinated communication between guests and internal departments to support smooth service delivery.

• Maintained accuracy and professionalism while handling high-volume interactions.

Trip Expense Analyst

Spirit Airlines – Miramar, FL – Sep 2008 to Jun 2010

• Processed and audited travel and expense reports with high accuracy.

• Streamlined reimbursement workflows with Finance and HR.

• Identified discrepancies and implemented corrective actions. Guest Service Agent

Spirit Airlines – Fort Lauderdale, FL (FLL) Airport – Jan 2007 to Aug 2008

• Assisted passengers with check-in, boarding, seating, and baggage services.

• Ensured compliance with TSA and FAA regulations during passenger processing.

• Supported gate operations, including announcements, boarding coordination, and flight close-out.

• Resolved on-site customer concerns with professionalism and clear communication.

• Maintained accuracy while working in a fast-paced, high-volume airport environment.

Education & Certifications

Bachelor of Education — In Progress

Associate of Arts in General Studies, Laredo College — Expected August 2026

Facebook Digital Marketing Certificate, PATHSTREAM – TAMIU (2022)

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