Solid Sit-Downs: Meet Diana Martinez, Director of Experiences

With a background in creative advertising and over 10 years of customer service experience in medical, hospitality, education, and several other industries, Diana Martinez joined Solid Digital in 2016 as our Director of Experiences. Diana focuses on both the internal and external company culture, employee development, human resources, and client services. She works as a liaison between the client and our team to ensure that we monitor our clients’ experiences throughout their journey with Solid Digital. Outside of work, Diana is involved with local community non-profits and animal rights activism.

Q&A w/ Diana Martinez

Q: What is your favorite quote, and why?

“I am only one, but I am one. I cannot do everything, but I can do something. And I will not let what I cannot do interfere with what I can do.”

– Edward Everett Hale

I actually came across this quote at the end of last year and it resonated a lot with who I am and the things I’m passionate about.

Q: What inspired you to work in Customer and Employee Relations?

Throughout my professional career, no matter the industry I’ve always had the opportunity to work with people and impact their experience in one way or another. You may not be able to control every aspect of a person’s experience, however you have a big opportunity when you focus on the client or employee needs, and deliver value through the time they are working with you. Sometimes it can be as simple as having a nice gesture, to truly diving in to help provide the customer service level that goes beyond their expectation. To me, being able to provide an experience that someone remembers is a very rewarding factor.

Q: What do you enjoy the most about being the Director of Experiences at Solid Digital?

I feel that my job here is very unique, not a lot of companies have a position that focuses so much on company culture and client relations. Although I enjoy all aspects of my job minus having to deal with Comcast from time to time, I think what I enjoy most about by the Director of Experiences at Solid Digital, is being able to work with every single person on our team in one way or another, and get to assist with the experience that we provide our customers.

Q: As the Director of Experience, What expertise do you bring to your clients?

Having had the opportunity to work in different industries, it’s given me the privilege to work closely with business owners, managers, their customers, and vendors and get a good understanding of their businesses and needs. As someone who likes to provide the best service possible, I like to put myself in my clients’ shoes. I want to make working with me something they look forward to, and know that I have their best interests in mind. I will fight and advocate for my clients because at the end of the day, I’m here to deliver high quality service.

Q: What is your approach to providing great customer service?

I want to makes sure all our customers have a great experience working with our company and our team. To me it’s key to understand our client’s needs and help them along the way by being a dependable partner that can provide honest guidance and deliver on my promises. It’s important to humanize our experiences with our clients and create a relationship that removes the idea that our service is a commodity o just transactional, I want our clients to know that we are here for them, and that we want to help them grow their businesses.

Q: What volunteering or passion projects do you do outside of work?

Outside of my work, I volunteer as a lobbyist to support local non-profits. I’ve discovered that I really enjoy the process of collaborating with city and state representatives, advocating for causes that make a positive impact. Engaging in meaningful conversations with policymakers has been both rewarding and an exciting way to contribute to my community.

Q: What is your favorite museum?

My favorite museum is the Broad Museum, located in Downtown LA. Last time I was there, they had an exhibit of my favorite contemporary artist Takashi Murakami.