Anis Djemada

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Anis Djemada

@anisdjemada

Customer Service Supervisor with 10+ years of experience in customer support, operations, team leadership, and client relations. Skilled in CRM system

United Arab Emirates

What I'm looking for

I’m looking to lead a customer-focused operations team—training staff, improving KPIs with data, and ensuring strict compliance in high-volume refund or service environments, while collaborating cross-functionally to solve operational issues.

I lead refund and customer service operations at Dubai airport, managing a large team of refund officers across multiple locations. I’m known for ensuring efficient and compliant operations while designing training programs on tax-free processes and updated policies.

I streamline workflows by optimizing staffing schedules and monitoring key metrics, then I implement data-driven improvements to consistently achieve performance targets. I also act as the main point of contact for policy updates, KPIs, and performance goals, and I collaborate with internal departments like Risk & Compliance and IT to resolve operational challenges.

Before moving into supervision, I handled tax refund validation work and supported VIP passengers by following FTA agreed procedures for validating tax refund claims. Earlier, at the Dubai health authority contact center, I worked on inquiry handling and complaint processing, including booking appointments and escalating issues—often stepping in as shift leader when needed.

Experience

Work history, roles, and key accomplishments

DA

Current

Customer Service Supervisor

Current

Dubai airport

Nov 2023 - Present (2 years 7 months)

Led and managed a large refunds team across multiple Dubai Airport locations, ensuring compliant, efficient tax-free refund operations. Designed staff training on tax-free processes and updated policies, streamlined workflows through scheduling optimization, and achieved performance targets by monitoring KPIs.

Team Leadership Tax Free VAT Refunds KPIs Workflow Optimization Stakeholder Management Customer Service

PF

Customer Service Representative

Planet Tax Free

Aug 2021 - Nov 2023 (2 years 3 months)

Provided refund validation and customer support to international shoppers by calculating VAT and assisting with tax-free purchase refunds. Followed FTA procedures, resolved tax-free purchase issues (including VIP support), and monitored/escalated system or validation problems while training new staff.

Customer Service Tax Free Refund Validation Payment Processing FTA Procedure Compliance VIP Customer Support Staff Training

DA

Customer Service Representative

Dubai Health Authority

Jan 2020 - Jul 2021 (1 year 6 months)

Handled Dubai Health Authority contact center inquiries, including health regulation and medical fitness questions, and booked appointments with supporting guidance on medical procedures. Managed complaints to closure, supported regulatory document/process queries, and trained new staff using registration systems while acting as shift leader and supporting COVID-19 related requests.

Customer Service Appointments Complaint Management Staff Training CRM Systems Cosmo And Gynesis

Education

Degrees, certifications, and relevant coursework

UB

University Batna 2

Master's degree, Sports and Education Sciences

2019 -

Grade: B

Earned a Master’s degree in Sports and Education Sciences from University Batna 2 in 2019 (Grade: B).

VI

Vocational training institute

Certificate, Informatics

2019 -

Completed a Certificate in Informatics in 2019 at a vocational training institute in Algeria.

Tech stack

Software and tools used professionally

Enhance

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