Dominik Bartell Email & Phone Number

Ireland

Dublin, County Dublin, Ireland

Dublin, County Dublin, Ireland

Dublin, County Dublin, Ireland

Dublin, County Dublin, Ireland

Dublin, Leinster, Ireland

✮ Managed €0.6BN loan portfolio, German market.✮ Led a team of 46 staff (direct and indirect)✮ Held P&L responsibility for €20M. Prepared forecasts. Managed budgets with minimal deviation✮ Delivered €0.5M savings via operational excellence initiatives e.g. digital archiving, outsourcing functions✮ Streamlined credit approval processes to deliver net productivity increase✮ Digitalised loan offerings✮ Implemented GDPR regulation for managed loan portfolios and PSD2 for online offerings✮ Project managed transfer of loan portfolio from Ireland to Germany✮ Part of project team for new online presence of Volkswagen Bank✮ Pivotal role in elevating company to “Best Place to Work” 2019✮ Part of project team that automated credit decisioning✮ Managed underwriting operations. Ensured SLAs exceeded

Dundalk

✮ Led a team of 40 staff. Developed new staff bonus scorecard ✮ Developed new outbound call strategy for German market and improved recovery rates✮ Redesigned Back office function within collections which improved productivity✮ Fulfilled role of Diversity and Inclusion Champion. Part of Diversity and Inclusion program project✮ Provided performance data to leadership. Provided pertinent metrics for a call centre environment

Irland

✮ Promoted to Area Manager. Founding Member of EA Ireland✮ Managed Terms of Service Enforcement program (168 staff across two sites)✮ Managed outsourced vendor function in India with 40 staff✮ Oversaw global enforcement strategy, product integration, contact deflection and launch readiness ✮ Directed delivery customer service function within omni-channel environment✮ Improved Customer Satisfaction which significantly improved CSAT over 12-months✮ Led projects for European Contact Centre operations✮ Introduced Category-based routing in combination with value-based support model which significantly improved Cut cost per contact ratio✮ Led global quality management program that increased ASAT scores✮ Prepared reporting and metric road map for next fiscal year✮ Trust and Safety program rollout for EA Ireland across a multitude of flagship products✮ Developed and introduced a contact deflection framework which led to a strong overall contact deflection✮ Managed Multi-Tier Customer support function in Omni channel environment, 90% CSAT ratings

Irland

✮ Promoted to Terms of Service Manager, 2011. Founding Member of Bioware Ireland✮ Helped identify areas for contact deflection. Reduced Terms of Service-related contacts by 90%✮ Developed and introduced Trust and Safety Framework for Flagship product✮ Recruited and managed a total of 160 staff for launch of Flagship product✮ Led project for selection and setup of outsourcing partners across 2 countries ✮ Led project stream for merger with Electronic Arts Worldwide Customer Experience✮ Led a team of 5 direct and 100 indirect reports across 3 sites. ✮ Managed Vendor function in India and the Philippines with 40 staff

✮ Founding Member of Goa Games Ireland✮ Recruited and led 40 multilingual staff to support online games across European region✮ Devised support policies, procedures and knowledge base for new gaming product✮ Drove employee engagement to cut staff absenteeism from 9.2% to 4.5%✮ Developed quality management system that increased CSAT +20% in 6-months✮ Sourced and introduced an automated Workforce Management System✮ Increased productivity +23% in 12-months✮ Led project to transfer support function to France. Managed multiple redundancies for 250 staff

Master'S Degree, Management Of Operations

Financial Intelligence

Certified, Project Management

Certified, Team Leader Skills

Certified, Team Performance And Targets

Diploma, Web- And Network Administrator

Certified Textil Finisher, Apparel And Textile Manufacture, Diploma

College Degree