Her Story
About Cynthia
Cynthia Diaz serves as customer service manager at an immigration law firm in Baltimore, Maryland. She began her role in 2014 after being recruited as a bilingual professional and quickly developed a passion for assisting the Hispanic community with immigration matters. In her daily responsibilities, she prepares schedules, coordinates translation services and incoming calls, supervises the customer service team, and handles escalated client inquiries while acting as a bridge to attorneys for administrative questions. She is also actively involved in community outreach, coordinating participation in the annual Fiesta Baltimore event organized by Nuestras Raises. Cynthia holds a bachelor's degree in marketing obtained in the Dominican Republic and is currently pursuing an MBA with a specialization in artificial intelligence, which she believes will enhance data-driven decision making and marketing efforts. As a bilingual Latina, she emphasizes empathy in customer service, advising others to listen carefully, put themselves in clients' shoes, and empower the community with clear information about immigration processes.
Her Interview
Ten minutes with Cynthia
01What’s the best career advice you’ve ever received?
Listen carefully before trying to solve a problem. Customers want to feel heard and understood, especially when frustrated or dealing with stressful situations. Apply this by asking the right questions, confirming understanding, and clearly explaining next steps.
02What advice would you give to young women entering your industry?
Have empathy. Put yourself in the client's shoes, be patient, a good listener, to provide better customer service experience.
03What are the biggest challenges or opportunities in your field right now?
The lack of knowledge in the community is a challenge but also an opportunity to empower clients with information, guide them through processes, and show empathy as most staff are immigrants or have immigrant backgrounds.
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