Lamia Khaled

Results-driven Operations Manager with 5+ years of experience scaling high-volume operations in fast-paced, high-growth environments. Progressed from leading a team of 5 to managing 60+ employees across 7 departments, delivering measurable impact: reduced operational costs by 25%, increased net profit by 87%, improved CSAT from 70% to 88%, and cut complaint resolution time from 72 to 24 hours. Experienced in building teams and systems from scratch, implementing KPI-driven performance management, and leading CRM and process transformation initiatives.

Currently pursuing an MBA (Expected 2026).

Senior Operations Executive at Diet & Cheat (2023-01 – Present)

Online nutrition & fitness platform serving 50,000+ clients across MENA

• Managed end-to-end operations across 7 departments, leading a team of 60+ employees
• Reduced monthly operational costs by 25% through cost optimisation and workflow improvements
• Increased net profit by 87% within one year through process improvements and cost-saving initiatives
• Oversaw high-volume service operations for 30,000+ active users, ensuring capacity planning and consistent service delivery
• Reduced average complaint resolution time from 72 to 24 hours, improving CSAT from 70% to 88%
• Built and scaled multiple operational functions, defining workflows, KPIs, and cross-functional alignment
• Led the transition from Google Sheets to a custom-built CRM, mapping end-to-end workflows across all teams
• Implemented data-tracking dashboards to monitor performance and enable data-driven decision-making
• Reduced refund rate from 2.5% to 0.8% through root-cause analysis and process improvements
• Improved team productivity by ∼20% via KPI tracking and performance management, raising scores from 70% to 82%
• Co-led development of a proprietary internal system, saving ∼1,300 labour hours monthly across 60+ employees

Team Leader at Diet & Cheat (2022-01 – 2022-12)

Online Coaching & E-commerce Operations

• Built and scaled 4 teams from scratch: Nutrition, Fitness, Medical, and Follow-up
• Recruited, trained, and managed teams of 40–50 members
• Improved employee retention, increasing average tenure from 3 to 12–24 months and reducing rehiring costs
• Standardised workflows and implemented KPI-driven performance management to enhance productivity and service quality
• Established scalable operational foundations enabling growth from 1,000 to 30,000+ active clients

Dietitian & Sales Specialist at Dr. Nutrition Center (2020-06 – 2021-12)

• Recognised as Employee of the Year for outstanding performance and revenue contribution
• Increased sales by 100% by consistently converting clients to premium packages
• Managed client relationships to maximise retention and lifetime value

Team Leader at NutriFit (2019-06 – 2020-05)

• Managed a team of 5, overseeing daily operations and service delivery
• Improved team performance through coaching, evaluation, and process optimisation
• Enhanced customer satisfaction by raising service quality and ensuring timely delivery

MBA in Business Administration – Helwan University (2026)

B.Sc. in Therapeutic Nutrition – Helwan University (2020)