Open to opportunities

Iyad Djerad

@iyaddjerad

Message

I resolve complex DACH customer and logistics cases across operations and delivery teams.

Germany

Message

What I'm looking for

I'm looking for a customer experience or operations role where I can resolve complex DACH customer and delivery cases, improve workflows, and collaborate closely with logistics, supply chain, and international remote teams.

I've spent more than 15 years resolving customer, operations, and logistics issues for DACH markets.

At Athletic Greens (AG1), I managed complex customer and delivery cases, coordinated last-mile investigations, and connected Customer Happiness with Operations, Logistics Providers, and Supply Chain teams.

I developed workflows, handled non-standard escalations, and delivered clear written support in German and English. My work focuses on structured problem solving, ownership, and practical process improvement.

Previously, I founded and managed a German-speaking call center in Tunisia, leading recruitment, training, quality assurance, KPI monitoring, B2B and B2C client projects, and daily service delivery.

Experience

Work history, roles, and key accomplishments

Customer Happiness & Logistics Specialist

Athletic Greens (AG1)

Jan 2015 - Dec 2025 (10 years 11 months)

Managed complex customer and delivery-related cases across the DACH region, acting as the operational link between Customer Happiness, Operations, Logistics Providers, and Supply Chain teams. Coordinated last-mile delivery investigations and escalations, resolved non-standard customer issues, and developed internal workflows and process improvements.

Customer Experience Customer Operations Escalation Management Last Mile Logistics Process Improvement Workflow Development Written Customer Support Intercom Zendesk Gladly Freshdesk Shopify Gorgias Slack Google Workspace Microsoft Office Excel

Customer Support & Operations Specialist

Freelance

Jan 2013 - Dec 2015 (2 years 11 months)

Supported international customer service and operations projects, managing customer inquiries, orders, complaints, and service-related issues. Assisted with back-office processes, created and edited German and English content, and collaborated with international remote teams.

Customer Support Operations Order Management Complaint Resolution Back Office Processing Content Creation Translation Remote Collaboration Customer Satisfaction Quality Assurance problem resolution

Founder & Manager

German-Tunisian Call Center

Jan 2008 - Dec 2013 (5 years 11 months)

Founded and managed a German-speaking customer service operation in Tunisia, overseeing recruitment, training, and team development. Managed B2B and B2C client projects, quality assurance, KPI monitoring, and process optimization, while leading daily operations and building long-term client relationships.