Dina Refki
Mississauga,Canada
Summary
A results-driven and versatile professional with 15 years of collective experience across diverse industries, currently leading as a Loyalty Manager and Team Lead in the fast-paced realm of Fleet Management IoT Solutions. My forte lies in not just retaining customers, but in fostering their growth and success, backed by a solid track record in sales and account management. I thrive on redefining processes and elevating systems to deliver impactful outcomes. With a background rooted in Mechanical Engineering for construction and a flourishing freelance stint in events management, I bring a unique blend of technical expertise and customer-centric finesse to the forefront. Now, I'm poised to channel this wealth of experience and strategic insight into propelling your organization to new heights of operational excellence and success.
Overview
11
11
years of professional experience
Work History
Loyalty Manager-Team Lead
GoFleet Corporation
Mississauga, ON
01.2023 - Current
- Orchestrated the development of new processes and workflows for an emerging department, aligned with company OKRs.
- Headed the Loyalty Team, led customer retention efforts, and client escalations.
- Established a risk assessment process and implemented early retention strategies to reduce churn risk.
- Managed key accounts, optimizing fleet operations through top-tier consulting services for ensured client satisfaction.
- Identified growth opportunities, maximizing business potential with cross-selling strategies.
- Specialized in tailored sales strategies through customized solutions, enhancing market penetration and client satisfaction and stickiness.
- Revamped customer onboarding for tailored success through ensured alignment of customer success metrics.
- Conducted comprehensive assessments of company processes, identifying areas for enhancement and formulating proposals for streamlined operational procedures.
- Collaborated with the products team to provide feedback for product improvement, incorporating insights from customer feedback and competition analysis.
- Offered strategic insights to the marketing team for campaign development, leveraging industry news and conducting strategic growth analysis.
Success Manager
GoFleet Corporation
Mississauga, ON
03.2021 - 01.2023
- Spearheaded account management initiatives, deeply understanding client KPIs to build success metrics criteria and propose tailored solutions.
- Specialized in reports and dashboard customization aligned with success metrics, optimizing client operations.
- Conducted impactful Sales Demos to identify growth opportunities and showcase solution capabilities.
- Managed comprehensive client onboarding, customizing solutions and configurations based on success metrics.
- Provided valuable feedback to internal teams for product enhancements and system improvements based on client needs.
- Contributed insights for Marketing efforts, leveraging customer feedback and industry trends to refine strategies and offerings.
- Consistently prioritized stellar customer service, ensuring client satisfaction and loyalty.
Solutions Consultant
GoFleet Corporation
Mississauga, ON
07.2019 - 03.2021
- Employed a consultative approach to engage inbound and campaign leads through strategic cold calling and outbound initiatives, expanding lead generation efforts.
- Leveraged extensive industry expertise to discern the nuanced needs and operational requirements of government and commercial clients.
- Demonstrated mastery in crafting tailored integrated solutions for fleet management, encompassing GPS, Camera Safety Solutions, and temperature sensors, to meet client objectives.
- Showcased persuasive demo abilities during web presentations, effectively closing sales by conveying the value proposition to clients.
- Played a pivotal role in responding to government and commercial RFPs, showcasing a nuanced understanding of client requirements and proposing innovative solutions.
- Spearheaded customer reporting initiatives, delivering actionable insights to drive informed decision-making and optimize operations.
- Led development and integration projects to deliver bespoke solutions, fueled by out-of-the-box ideas to meet clients' unique operational needs.
- Ensured seamless transitions by handing over success metrics to the success team, setting clients up for sustained success post-implementation.
- Managed accounts of new clients, incoming leads, and pending potentials, providing top-tier support to ensure exceptional customer satisfaction throughout the sales cycle.
Mechanical Engineer
TARGET Engineering Construction Co.
Abu Dhabi, United Arab Emirates
07.2015 - 03.2019
- Tendering: Prepared technical and commercial bids by understanding project scope, conducting research, and studying design concepts and specifications.
- Contracts: Negotiated subcontractor scope within contracts, ensuring clarity in collaboration with contracts team.
- Engineering: Conducted calculations for system routing and material quantification based on project requirements.
- Technical Procurement: Prepared material submittals for client approvals and procured materials according to project specifications.
- Commercial Procurement: Compared supplier prices considering delivery and payment terms.
- Project Coordination: Monitored work progress, coordinated submissions and procurement, supervised construction sites, organized meetings, managed manpower, and maintained project cash flow.
Brand Ambassador in Event Management
Freelancer
Dubai, United Arab Emirates
11.2012 - 04.2019
- Worked with the leading freelancing agencies in the UAE as a brand ambassador; designation differed based on each event
- Event Coordination Expertise: Ensured the success of events through onsite coordination, aligning with project requirements and event specifics
- Project-Specific Team Management: Lead event teams in executing project-specific activities, providing optimal customer support for seamless experiences
- Adaptive Brand Ambassadorship: Skillfully adapted to various event types, serving as a brand ambassador based on job requirements, catering to diverse crowds, ensuring a tailored memorable experience.
Education
Bachelor of Science in Mechanical Engineering -
Abu Dhabi University
United Arab Emirates06.2015
Skills
- Microsoft Office, Zoho suite, Google Suite, and various CRM systems
- Proven negotiation skills
- Skilled in presentations, public speaking, and training
- Experienced in process mapping, workflow design, and campaign performance tracking
- Strategic decision-making abilities and strategic planning
- Customer-focused mindset and relationship building
- Strong organizational, time management, and multitasking abilities
- Proactive problem-solving, initiative, and creative problem-solving skills
- Contract negotiation and pricing strategies
- Adaptability to challenging environments and cross-departmental alignment
- Collaborative team player with interpersonal communication skills
Accomplishments
- Certificate of Achievement- Creative Solution Finder by GoFleet Corporation- 2023
- United States Patent Application Publication: US 2017/0311658 A1 - “Self-Sustainable Body-Cooling Garment”.
- 3rd Place in Undergraduate Research Competitions: Projects titled “Self Cooling Suit” and “The Ultimate Refugee Housing Unit”.
- Finalist in Technopreneur Competition, and grant winner for Business Start-ups (Khalifa Fund)
Languages
English
Native/ Bilingual
Arabic
Native/ Bilingual
French
Professional
Activities
- Writer
- Freelance Strategy Consultant
- Childhood Education
Timeline
Loyalty Manager-Team Lead
GoFleet Corporation
01.2023 - Current
Success Manager
GoFleet Corporation
03.2021 - 01.2023
Solutions Consultant
GoFleet Corporation
07.2019 - 03.2021
Mechanical Engineer
TARGET Engineering Construction Co.
07.2015 - 03.2019
Brand Ambassador in Event Management
Freelancer
11.2012 - 04.2019
Bachelor of Science in Mechanical Engineering -
Abu Dhabi University
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