Dejan L.
Global Live Inbound Service @SAP
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WORK HISTORY
Global Live Inbound Service @SAP
Walldorf, DE
I lead global inbound service operations and end-to-end lead management processes within the SAP ecosystem, ensuring seamless customer engagement, service excellence, and optimized conversion performance. My role centers on designing, managing, and enhancing SAP-driven workflows that support real-time inbound interactions, service request handling, and integrated lead lifecycle management across multiple regions.With a strong focus on operational efficiency and customer experience, I collaborate with cross-functional teams—including Service, Sales, CRM, and IT—to streamline processes, eliminate bottlenecks, and maintain high-quality standards. I leverage SAP CRM/CX and data-driven insights to improve service responsiveness, increase conversion outcomes, and support global business objectives.Key areas of expertise include:Global inbound service operationsSAP CRM / SAP CX (Service & Lead Management)Service ticketing, workflow optimization & process automationLead qualification, routing, and conversion strategiesCross-functional collaboration and stakeholder managementContinuous improvement, service analytics & KPI governanceCustomer experience enhancement across global marketsI am passionate about building scalable service frameworks, driving operational excellence, and delivering measurable impact through well-defined SAP processes and customer-centric strategies.
EDUCATION
inlingua Augsburg
Foreign Language Correspondence Clerk
Cardiff Metropolitan University
Master of Business Management
Würzburger Dolmetschule
International Marketing Manager , Marketing, International Business, Languages
Cardiff Metropolitan University
(BA Hons), International Business Management
Würzburger Dolmetscherschule
Master of Business Administration
Parkschule Stadtbergen
High School Diploma
Paris School of Business
Master's Degree
Städtische Reischlesche Wirtschaftsschule Augsburg
High School Diploma
Inlingua
Multilingual Assistent, Business Correspondece (English, Spanish), Intrepreting and Translating, Economics
Paris School of Business
Master of Science - MS, International Management
ABOUT DEJAN L.
Hello, I’m Dejan — an internationally trained Master of Science in International Management with experience across Germany, Spain, the UK, and France. I bring a global perspective, strong communication skills, and a passion for simplifying processes and creating meaningful customer experiences.My background spans international sales, business development, inbound service, and CRM-driven lead management. I enjoy connecting with people, optimizing workflows, and turning complex situations into clear, efficient solutions. With a growth mindset and a calm approach, I consistently look for ways to improve, add value, and help teams work at their best.Guided by the principles Be The Best You, Master Your Mind, and Growth Mindset, I believe in continuous learning, self-improvement, and contributing positively wherever I go.Stay healthy!
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