Diana Urbina
Bedford
Summary
Dedicated and results-driven professional with experience in property management, leasing, resident relations, customer service, event coordination, and sales. Proven ability to manage daily operations, maintain high occupancy and resident satisfaction, coordinate vendors and maintenance teams, and build strong relationships with clients and residents. Skilled in lease administration, rent collection, conflict resolution, work order management, lead generation, and customer retention. Recognized for strong communication, organization, multitasking, and problem-solving abilities in fast-paced environments. Committed to delivering exceptional service while supporting business goals and operational success.
Overview
7
7
years of professional experience
Work History
Assistant Manager/Activities Director
Chateau on Wildbriar Lake
Irving, TX
05.2023 - Current
- Assisted with daily property management operations, ensuring resident satisfaction and efficient community performance.
- Processed rent payments, conducted account audits, and completed daily batch closing and financial reconciliation.
- Managed move-ins, move-outs, lease renewals, resident onboarding, and occupancy tracking.
- Maintained make-ready boards, renewal boards, resident files, and compliance documentation.
- Coordinated vendors, contractors, and maintenance teams to ensure timely completion of work orders and property projects.
- Created, assigned, tracked, and closed work orders while monitoring maintenance performance and service quality.
- Conducted property inspections to identify maintenance needs, safety concerns, and community improvements.
- Planned and executed resident events and engagement activities to increase resident retention and community involvement.
- Served as a primary contact for residents, resolving concerns and providing exceptional customer service.
- Assisted with leasing activities, including property tours, applications, lease documentation, and prospect follow-up.
- Collaborated with management and maintenance staff to achieve occupancy, retention, and operational goals.
- Supported budgeting, purchasing, inventory management, reporting, and general administrative functions.
- Enforced community policies and lease agreements while maintaining a professional and resident-focused environment.
Leasing Specialist
Felix Apartments
Arlington, TX
03.2021 - 10.2022
- Conducted property tours and assisted prospective residents throughout the leasing process.
- Responded to inquiries, processed applications, and prepared lease agreements and renewal documentation.
- Followed up with prospects to maximize occupancy and achieve leasing goals.
- Coordinated move-ins and maintained accurate resident files and leasing records.
- Addressed resident concerns and provided exceptional customer service.
- Assisted with rent collection, resident communications, and account inquiries.
- Updated property management software and tracked leasing activity.
- Collaborated with management and maintenance teams to ensure units were move-in ready.
- Supported marketing, outreach, and resident retention initiatives.
- Helped maintain high occupancy rates and resident satisfaction.
Inbound/Outbound Sales Representative
Holiday Inn Club Vacations
Pantego, Texas
08.2019 - 03.2021
- Handled inbound and outbound calls to promote vacation packages and timeshare opportunities.
- Educated prospective customers on resort amenities, travel benefits, and ownership programs.
- Generated qualified leads and scheduled appointments for sales presentations.
- Built rapport with customers and addressed questions, concerns, and objections professionally.
- Met and exceeded daily, weekly, and monthly sales and performance goals.
- Maintained accurate customer records and updated account information in CRM systems.
- Followed company compliance guidelines and sales procedures during all customer interactions.
- Collaborated with sales teams to maximize conversions and enhance the customer experience.
- Provided exceptional customer service while promoting brand loyalty and customer satisfaction.
Education
High School Diploma -
Sam Houston High School
Arlington, TX05-2017
Skills
- Customer Service
- Sales & Leasing
- Resident Relations
- Conflict Resolution
- Communication Skills
- Relationship Building
- Time Management
- Multitasking
- Problem Solving
- Organization
- Team Collaboration
- Leadership
- Administrative Support
- Attention to Detail
- Event Planning
- Community Engagement
- Vendor Coordination
- Resident Retention
- Fair Housing Compliance
Accomplishments
- Successfully completed Grace Hill Fair Housing Training, demonstrating knowledge of fair housing laws, compliance requirements, and ethical property management practices.
- Completed Texas Apartment Association (TAA) Eviction Training, gaining expertise in eviction procedures, rental property regulations, lease enforcement, and legal compliance.
- Certified Apartment Manager (CAM) coursework through the Apartment Association of Greater Dallas (AAGD), enhancing knowledge of property operations, resident relations, leasing, financial management, and multifamily housing management.
- Consistently achieved leasing and occupancy goals through effective prospect follow-up and resident retention efforts.
- Successfully coordinated community events that increased resident engagement and satisfaction.
- Maintained high levels of customer service by resolving resident concerns promptly and professionally.
- Improved operational efficiency by effectively managing work orders, vendor scheduling, and property maintenance follow-up.
- Assisted in maintaining strong occupancy rates through lease renewals, resident relations, and leasing initiatives.
- Recognized for exceptional communication skills and ability to build positive relationships with residents, customers, and team members.
- Supported successful property operations through accurate rent collection, account management, and administrative oversight.
- Met and exceeded sales and performance goals in a fast-paced call center environment.
- Generated qualified leads and scheduled appointments that contributed to increased sales opportunities.
- Demonstrated strong leadership and organizational skills while managing multiple priorities and deadlines.
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Assistant Manager/Activities Director
Chateau on Wildbriar Lake
05.2023 - Current
Leasing Specialist
Felix Apartments
03.2021 - 10.2022
Inbound/Outbound Sales Representative
Holiday Inn Club Vacations
08.2019 - 03.2021
High School Diploma -
Sam Houston High School