Tena Martinez

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.

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.

Business Management - Moorhead High School (1996-01 - 2000-12)