Tena Martinez
Customer Success | Client Success | Customer Experience | Relationship Management | Salesforce
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About
Customer Success and Business Operations professional with 8+ years of experience building client relationships, resolving escalations, supporting platform adoption, and partnering across business and technical teams to drive successful outcomes. Known for serving as a trusted advocate for users, translating complex processes into clear solutions, and helping customers maximize value while improving operational efficiency and customer experience.
Experience
IT Business Analyst (Official Title: Intermediate Associate IT Business Analyst) - Citigroup
(2021-04)
- Served as Lead Salesforce Subject Matter Expert (SME) supporting approximately 60 Agent Advocates, acting as a trusted resource for platform questions, issue resolution, and user feedback.
- Acted as the voice of the user by identifying pain points, escalating concerns, and partnering with business and technology teams to improve the customer and employee experience.
- Published communications, operational updates, training materials, and job aids to support adoption of new processes and functionality.
- Coordinated resolution of complex issues and tracked enhancements from intake through implementation.
- Facilitated stakeholder discussions and provided status updates, risk identification, and implementation support across multiple initiatives.
- Built strong partnerships across Operations, Technology, Risk, and Compliance teams to drive successful outcomes.
Credit Account Specialist - Citigroup - Caterpillar/Warren CAT
(2019-01 - 2021-12)
- Managed a portfolio of approximately 15-20 high-profile commercial accounts and served as the primary relationship contact for key dealer partners, including Warren CAT.
- Delivered high-touch account support, resolved escalations, and coordinated solutions across multiple business units.
- Built trusted client relationships through proactive communication, responsiveness, and problem-solving.
- Identified recurring client concerns and operational trends, contributing recommendations that improved service delivery and customer satisfaction.
Credit Operations & Dealer Services Specialist - Citigroup
(2016-01 - 2019-12)
- Supported customers and dealer partners in a high-volume service environment while maintaining quality and compliance standards.
- Resolved customer issues, educated clients on processes, and collaborated with internal teams to ensure positive outcomes.
Education
Business Management - Moorhead High School (1996-01 - 2000-12)
