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.
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.
