JOE MARTINEZ
San Antonio
Summary
Customer Success and Operations professional with over 5 years of experience leading cross-functional teams, enhancing client satisfaction, and driving operational excellence. Proficient in Salesforce for tracking KPIs and SLAs, with a proven track record in crisis management and compliance recovery. Adept at building strong client relationships and aligning services with customer goals.
Overview
9
9
years of professional experience
Work History
Account Manager
Inter-Con Security
03.2025 - Current
- Managed operations on a high profile city contract overseeing 150+ personnel and ensuring compliance with service standards.
- Leverage Salesforce to track KPIs and SLAs, manage personal data, generate performance dashboards and present weekly for executive stakeholders.
- Serve as the primary liaison for high-profile clients, managing expectations, ensuring satisfaction and resolving complex service issues with urgency and professionalism.
- Successfully turned around a critical compliance failure, implementing corrective action across hiring, medical and physical assessments - fully restoring compliance within 60 days through strategic planning and execution.
- Collaborated with the VP of Operations to streamline SOPs, enhancing efficiency and accountability.
- Introduced performance monitoring metrics, improving workforce productivity and client satisfaction by 20%.
Account Manager
Allied Universal
01.2022 - 03.2025
- Managed operations for over 60 staff and 4 site supervisors across a high-profile city contract
- Enforced schedule compliance, coordinated with clients, and maintained quality control across all locations.
- Supported officer onboarding and training, increasing site readiness and performance.
- Implemented and refined security procedures and protocols to enhance operational security and effectiveness.
- Developed and conducted training programs for security personnel on procedures, emergency response, and safety protocols.
Infantryman
USMC Reserves
02.2022 - 03.2023
- Coordinated with higher headquarters and other units for mission planning, logistics, and execution.
- Supervised and managed daily operations, training, and welfare of a platoon consisting of 40+ Marines.
- Developed and implemented training programs in weapons proficiency, combat tactics, field operations, and physical conditioning.
- Conducted risk assessments, mission briefings, and after-action reports to improve future performance and operations.
- Applied crisis leadership and decision-making in dynamic environments with minimal supervision.
Infantryman
U.S. Marine Corps
11.2016 - 06.2020
- Supervised and mentored Junior Marines, fostering teamwork, discipline, and operational effectiveness in challenging environments.
- Led and participated in ground combat missions, demonstrating exceptional tactical skills and the ability to perform under high-pressure conditions.
- Responded swiftly and effectively to emergency situations, demonstrating strong decision-making skills and the ability to remain calm under stress.
- Trained new Marines in combat techniques, safety protocols, and Marine Corps standards, contributing to overall unit readiness and effectiveness.
- Developed and executed tactical plans for missions, utilizing strategic thinking to achieve objectives and adapt to challenging scenarios.
Education
Associate of Arts - Business Administration
St. Philip's College
San Antonio, TX06-2026
Skills
- Project and Operations Management
- Salesforce & KPI/SLA Tracking
- Crisis Management and Compliance Recovery
- Cross-Functional Team Leadership
- Client Success and Relationship Management
- Scheduling & Resource Allocation
- Data-Driven Reporting & Dashboards
- Process Optimization & Strategic Planning
Accomplishments
- B2B Customer Success Manager- Alison (Completed: June 5, 2025)
- Customer Success Fundamentals - CustomerSuccessU.org (Completed: June 4, 2025)
Timeline
Account Manager
Inter-Con Security
03.2025 - Current
Infantryman
USMC Reserves
02.2022 - 03.2023
Account Manager
Allied Universal
01.2022 - 03.2025
Infantryman
U.S. Marine Corps
11.2016 - 06.2020
Associate of Arts - Business Administration
St. Philip's College
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