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.
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