Martin Tomis Bartel
Self-Service, AI & Automation Manager | Support
39 years old
Driving License
Copenhagen (2300) Denmark
Professional Status
Employed
Open to opportunities
About Me
Every day, I go to work to push the limits of what it means to be Trustpilot Support. We improve, innovate, engage and collaborate with consumers, companies and Trustpilot teams to create an ever-improving experience for everyone. Prior experience helps me to keep a steady hand in all steps of the process:
▪️ Two Masters specialised in digital transformation of business models and organisations.
▪️ 7-years’ e-commerce experience within B2C and B2B.
▪️ 5-years’ experience in agile methodologies.
▪️ Internal digital influencer, student mentor and partnerships’ builder.
▪️ Growth, Localisation and onsite optimisation specialist.
▪️ Advanced user of GTM and Google Analytics.
As the Solution Manager for the Support Self-Service & Automation team, I manage a team of specialists working on scaling Trustpilot’s support, while increasing customer satisfaction and decreasing operational costs by:
▪️ Using AI to augment agent efficiency - not replace them!
▪️ Removing hampering manual processes and technology silos preventing agent efficiency
▪️ Enhancing self-service to empower customers to solve issues faster and dedicate agents to complex issues
I am always keen on meeting like-minded people, who are passionate about transforming customer support into a valuable strategic asset for their organisation. If you want to get in touch, feel free to drop me a message.
▪️ Two Masters specialised in digital transformation of business models and organisations.
▪️ 7-years’ e-commerce experience within B2C and B2B.
▪️ 5-years’ experience in agile methodologies.
▪️ Internal digital influencer, student mentor and partnerships’ builder.
▪️ Growth, Localisation and onsite optimisation specialist.
▪️ Advanced user of GTM and Google Analytics.
As the Solution Manager for the Support Self-Service & Automation team, I manage a team of specialists working on scaling Trustpilot’s support, while increasing customer satisfaction and decreasing operational costs by:
▪️ Using AI to augment agent efficiency - not replace them!
▪️ Removing hampering manual processes and technology silos preventing agent efficiency
▪️ Enhancing self-service to empower customers to solve issues faster and dedicate agents to complex issues
I am always keen on meeting like-minded people, who are passionate about transforming customer support into a valuable strategic asset for their organisation. If you want to get in touch, feel free to drop me a message.
Self-Service, AI & Automation Manager
Trustpilot
Since April 2019
- As the Solution Manager in Support, I am hired to drive forward Trustpilot Support’s ambitious 2020+ strategy. This involves taking the lead for initiatives enhancing self-service and automation within Trustpilot global Support by utilizing AI, data and industry best-practices for customer support.
Detailed Description
- ACHIEVEMENTS
➤ Co-developed the Support 2020+ strategic framework to develop solutions enabling Support to scale alongside Trustpilot’s growth.
➤ Pursuing efficiency gains in Support, freeing up time to reinvest in scaling Support and creating an even better customer service experience for Trustpilot consumers and customers.
➤ Transformed a team into a self-service and automation power-hub, and moved it back into the centre of Trustpilot Global Support by completely aligning strategic goals and operations, and pushing for increased cooperation.
➤ Created (and now implementing) the “standardize to optimize” plan, which will completely transform the Trustpilot Support Center article formats and Information Architecture in 2020, and create a documentation knowledge base optimized for all Support’s channels, agent work scenarios and traffic acquisition.
➤ Created “The unique Trustpilot way” of utilizing Trustpilot Support’s extensive pool of aggregated data (qual/quant) to create targeted self-service documentation for customers and prioritize knowledge base innovation based on business value for Support.
LEADERSHIP
➤ Managing a team of specialist by consistently motivating them to utilize their different skills and backgrounds to create the innovative solutions, which will define the future of Trustpilot Support.
➤ Creating a team purpose by continuously translating the overall Trustpilot and Support strategy into tangible plans and roadmaps for the SSA-team, while using dailies, weeklies and monthly retroes to constantly inform and align the team on progress.
Company website
Product Manager Digital
De Gruyter
Since March 2018
- Building and maintaining a strong practical knowledge of our market space, optimize products and recommended deployment architecture.
- Specifying market requirements for [current and future] products and developing pipeline for new product features by coordinating customer research supported through site visits and data analysis, working closely with Market engagement colleagues.
- Using iterative product development working methods, while working in digital product teams that is developing, delivering and improving commercially viable projects.
- Developing and implementing launch and go-to-market plans, working with all departments to develop strategies for product launches and their execution.
- Researching and analyzing the right data to make commercially sound product decisions.
Lead Product Manager
Foreverly GmbH
March 2016
to March 2018
Full-time
Berlin
Germany
- Managing the entire product life cycle from strategic planning to agile implementation, while maximizing customer satisfaction within three functional online areas: Marketplace (PHP), Magazine (Wordpress) and Apps (Android, iOS).
- End-to-end agile management of all development processes, incl. troubleshooting, planning, preparation, wireframing and QA (Axure, Balsamiq).
- Customized tracking with GTM and Google Analytics and A/B-testing (Optimizely, Hotjar, Sumo).
Conversion Rate Optimization Manager
Digital Performance GmbH
March 2014
to March 2016
Full-time
Berlin
Germany
- Optimizing conversion rates on landing pages via quantitative, qualitative and competitive data analyses, as well as conducting A/B and multivariate tests on desktop and mobile.
- Producing wireframes via Axure software, as the first step in all optimization efforts.
- Monitoring and optimising marketing channels using Google Analytics and Optimizely.
- Developing localised market strategies, involving copy-writing, translations management and rollout plans
- Scrum management of IT-projects and knowledge sharing across the group (Jira).
Sales & Communications Assistant
Siteimprove GmbH
2012
to 2013
Part-time
Copenhagen
Denmark
- Supported the German Sales Direction in the initial market entry phase of Siteimprove entering the German market for SaaS web governance products.
- Conducted market analyses, German translations and updated the German website.
- Assisted the German team with conferences, seminars and marketing campaigns.
Junior Web Analyst
Siteimprove A/S
2013
Part-time
Copenhagen
Denmark
- Produced web analysis reports for private/public sector customers to identify needs for optimizing their existing website, according to chosen KPIs.
- Created report templates in MS Power Point for future consultancy use.
- Clickstream analyses conducted for clients via Siteimprove Analytics.
Web Analyst
EF Education First
2013
Internship
Zürich
Switzerland
- Supported the local sales offices in 50+ countries by setting up and sending out weekly web analysis reports.
- Automatized the send-out of weekly web analysis reports via Adobe Analytics.
- Conducted web analyses on local sales sites to identify upselling potential.
