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
