Tilla Bezdan Email & Phone Number

Spain

Copenhagen, Capital Region, Denmark

Team manager and Account manager in Software development company offering out of the box and customized solutions to our 600+ customers across the globe in B2B SaaS environment. Leading the Global Support Team, including hiring, performance, escalation, and operation management. Conducting presentations and service reviews for new & existing clients as part of my Account management responsibilities. Significantly improved cross departmental collaboration by introducing best practices from market leading companies.

Budapest, Hungary

• Supervised a customer experience - focused team of 15 (11 Analysts, 4 Technical Support Specialists), mentored Leadership Journey participants and Junior Team Leads. (ServiceNow, Workday, Trello)• Conducted interviews for Analyst, Quality Manager, and Team Manager roles, internally and externally. Managed job postings, prescreening, and salary negotiations.• Established internal metrics (KPIs, Scorecard), managed promotions and salary adjustments as part of Performance management.• Transformed Customer Satisfaction (CSat) review management and introduced SME concept.• Represented the IT department (150+ members) in the Leadership Chamber.

Budapest, Hungary

• Facilitated daily stand-ups and Team meetings for a group of 12. (ServiceNow, Workday, Miro)• Led regular client calls as main account representative. (SuccessFactors)• Achieved 400% increase in ticket management efficiency by implementing process optimization and lean management strategies, including standardized templates, simplified workflows, additional trainings, work groups, enhanced QA processes, and improved documentation, schedule optimization, directly impacting customer service levels. • Managed incoming project tasks as Project Manager. (GANTT, Trello)

Budapest, Hungary

• Organized IBM Learning events, managed all venue communications, handled supply orders, and acted as Single Point of Contact for learners and instructors.

Budapest, Hungary

• Registered and controlled garnishment entries, payments, employee contributions, holiday & sickness adjustments, social security contributions in SAP ERP – HR module for P&G France.

Budapest, Budapest, Hungary

Promoted to Team Leader for demonstrated leadership in the Deputy Team Leader role.• Led a team of 24 Service Desk Analysts and acted as a deputy of the Operations Manager. • Defined KPIs and OPIs to meet the SLAs. (Avaya CMS, ServiceNow, FindMyShift, ITSM, Ms Excel)• Mentored and developed Talent Program participants (SME, L2, DTL, Junior TLs).• Managed recruitment and hiring for SSC, conducted 100+ interviews internally and externally.• Held monthly 1:1s, Team Meetings, Mid- and Year End reviews.

Budapest, Budapest, Hungary

Promoted to Deputy Team Leader based on strong performance in client and team support.• Supported Team Leaders and Operations Manager in People Management and client-facing tasks, preparing OPI reports, conducting quality checks, and managing escalations.

Budapest, Budapest, Hungary

• Acted as first point of contact for Adidas stores and offices for software and hardware issues. Supported leadership with scheduling, quality checks and detailed ticket analysis.

Bachelor'S Degree, Human Resources Management And Services

Bachelor Of Business Administration - Bba, Business Administration And Management, General