Rebecca Diaz
Germantown
Summary
Bilingual Manager skilled in property operations, sales and customer satisfaction. Licensed Realtor with a strong background in revenue, client retention and team leadership. Recognized for my personable self, persuasion and capacity to translate raw data into actionable strategies. Soy bilingüe y puedo comunicarme con facilidad en los dos idiomas.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Secretary/Receptionist/Customer Service
E&M Auto Repair & Tires
Germantown, MD
10.2014 - Current
- Provided customer service and customer retention, maintaining 10+ year client loyalty.
- Managed inventory, ordered parts and supplies, and coordinated with mechanics.
- Created sales bundles, upsold services, and ensured profitability.
- Handled accounting, loss prevention, and trained new staff.
- Offered financing, customers were given assistance while shop continued to meet quota.
- Organized paperwork and instilled effective systems that are followed to this day.
- Kept restroom and office clean, created routine allowing me to keep environment pleasant and available upon customer arrival.
- Maintained accurate customer records and facilitated seamless communication.
Customer Service & Quality Control Manager
Spectra Metal Sales
Capitol Heights, MD
01.2021 - 12.2025
- Promoted from in-store Receptionist to Quality control and Customer Service Manager (Remote).
- Oversaw 35 stores around the USA.
- Eliminated language barriers as one of the most fluent bilingual employees. This allowed me to close a $1.2 million contract with Robles General Contracting.
- Strategically arranged delivery routes. Monitored mileage and gas usage, implementing improved systems when possible.
- Kick-started new Zoho program, familiarizing myself with the new software. I researched other companies that also enacted the software, I then applied my findings to my employers operation plan.
- Navigated customer frustrations in a composed manner. Sympathizing with customer and heeding process that resulted in disappointment. Later, revised details and shared findings with team.
- Led teams in conducting thorough inspections of raw materials and finished products. I diagnosed possible issues in production machines after my manager taught me common complications resulting in deformed products.
- Trained newly hired receptionists, store managers and everything inbetween. Customer service, attention to detail, quality standards, inspection techniques and compliance regulations are just some of the things I would instill into new staff.
- Analyzed quality data to identify trends and drive continuous improvement initiatives.
- Led cross-functional teams to optimize operational workflows and enhance productivity.
- Mentored junior managers, fostering skill development and promoting a collaborative work environment.
- Directed project management efforts, ensuring timely completion of critical deliverables within budget constraints.
- I created quarterly training programs and meetings that increased staff efficiency and reduced onboarding time for new hires. Meetings allowed staff to express concerns with management.
- Quarterly reports on inventory and sales given to my supervisor to discuss supply, demand and delivery schedules.
- I negotiated bulk prices with regular customers. After multiple agreements, I was entrusted to offer and accept deals without supervision. I continued to keep my supervisor up to date.
- Monitored seasonal sales to adjust in-house inventory.
- Marketed new products in-store and remotely. I was able to market products strategically due to the relationships I created. I knew which customer to market these new products to. Water diverter's and Below deck drain systems are examples of new products I marketed. I grossed roughly $100,000. These products became available in 2024.
- Organized customer appreciation events which allowed the showcasing of materials.
Assistant Property Manager
Private Landlord Assistance
Maryland
01.2023 - 05.2024
- Managed 8 leases, two quadruplex buildings
- Coordinated tenant communications, showings, applications, and screenings in compliance with Fair Housing.
- Prepared lease agreements, move-in/move-out checklists, and inspection reports.
- Managed rent collection, processed late notices, and tracked expenses and invoices.
- Scheduled vendors, contractors, and maintenance work orders to ensure timely property upkeep.
- Routine property inspections.
- Maintained property records, calendars, and KPIs (occupancy, delinquency, turnaround time).
- Followed up on delinquent tenants and coordinated collection procedures.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Resolved conflicts between tenants regarding noise, encroachments, and parking.
- Kept accurate records of all resident and tenant correspondence.
- Served as point-of-contact between residents and building personnel thereby effectively managing daily concerns or inquiries.
- Attended staff meetings and took extensive notes to share with property manager.
- Established strong, professional relationships with residents by promoting team collaboration and delivering exemplary service.
Education
High School Diploma -
Northwest High School
Germantown, MD05.2019
Skills
- Teamwork
- Property Management
- Customer/tenant Relations
- Revenue operations
- Office administration
- Complex problem-solving
- Tech savvy
Certification
- Real Estate License
Languages
Spanish
Native or Bilingual
Timeline
Assistant Property Manager
Private Landlord Assistance
01.2023 - 05.2024
Customer Service & Quality Control Manager
Spectra Metal Sales
01.2021 - 12.2025
Secretary/Receptionist/Customer Service
E&M Auto Repair & Tires
10.2014 - Current
High School Diploma -
Northwest High School