Dema زياد

Operations & Business Setup
• Led full business setup, operational development and commercial execution.
• Developed and implemented all SOPs across front desk, therapist operations, sales operations, CRM
coordination, and client experience standards.
« Oversaw all operational workflows ( scheduling systems, appointment management, operational
reporting and performance monitoring ).
« Ensured full legal and regulatory compliance with UAE health and business authority requirements
Human Resources & Team Leadership
+ Solely managed all HR functions: recruitment, onboarding, contracts, performance appraisals,
disciplinary actions, and staff terminations
« Built and led a team of 20+ employees including therapists, front desk staff, sales coordinators, and
support personnel
+ Implemented training programs that resulted in a 25% improvement in team performance and a 10%
increase in customer satisfaction scores
• Managed staff schedules, leave requests, payroll coordination, and employee retention strategies
Sales, Revenue & Client Experience
« Drove a 30% increase in monthly bookings through targeted marketing campaigns and strategic
upselling of treatments and packages
Increased client retention by 20% through retention-focused client engagement strategies.
Consistently improved sales performance and collections through KPI monitoring and sales coaching.
Enhanced brand positioning through elevated luxury service standards and operational consistency.
Oversaw lead conversion strategy and client acquisition performance, maintaining a high appointment
conversion rate
Financial & Administrative Management
+ Managed full P&L responsibility including budgeting, cost control, revenue tracking, and financial
reporting
+ Reduced operational cost by 15% through strategic cost-control initiatives.
+ Managed supplier negotiations, partnerships, and procurement of products and equipment.
+ Maintained complete client file documentation, consent forms, treatment records, and center data
management systems

+ Coordinated with clients, organizing case documentation and tracking hearing dates
+ Handled legal document preparation, drafting, and case follow-up
+ Liaised with government departments on behalf of clients and the firm

+ Managed scheduling for 50+ daily appointments, reducing scheduling conflicts by 15%
+ Achieved monthly sales targets by promoting treatments and packages to clients
+ Monitored bookings, follow-ups, and client retention to ensure consistent revenue flow