Monika Zakal
Mackay,Australia
Summary
A sales strategist, mentor, and customer relationship campaigner with honed communication strengths and a sharp analytical mind, acknowledged for devising progressive, strategic solutions that invigorate team members, and drive business growth. At Westfund, I lead a Care Centre team across both Health Insurance and Optical services, embedding a values-based leadership approach grounded in Care, Connect, and Respect. Known for managing compliance and WHS obligations with precision, coaching staff through one-on-one development, and translating operational changes from national leadership into team-based action. Liaising confidently at all levels, I negotiate the right outcomes by balancing commercial performance with genuine client care, acting as an energetic promoter and champion of new ideas, continuous improvement, and service excellence.
Overview
15
15
years of professional experience
Work History
Sales and Service Team Leader
Westfund Health Insurance
12.2021 - 06.2025
- Appointed to lead the full operations of the Westfund Care Centre in Mackay, the busiest care centre in the country. This role combines strategic leadership with people-focused service delivery, embedding Westfund’s core values of Care, Connect, and Respect into every aspect of the member experience and team culture.
- Manage day-to-day operations across sales, service, and claims support ensuring compliance with industry standards and internal procedures.
- Lead a multidisciplinary team by providing consistent guidance, mentorship, and support through regular 1-on-1 coaching sessions to build confidence, accountability, and engagement.
- Represent the care centre in fortnightly national leaders’ meetings, sharing insights and staying updated on organisational developments, then cascading key updates and changes to the team.
- Responsible for WHS compliance, including compiling and submitting regular reports, monitoring safety protocols, and promoting a proactive, safe work environment for staff and members, while ensuring adherence to relevant privacy laws and data protection standards.
- Foster a culture of Care through empathetic leadership and member-first service, resolving complex issues with compassion and integrity.
- Cultivate meaningful Connections with members, staff, and the broader community through proactive engagement, transparent communication, and responsive support.
- Role-model Respect in all professional interactions, leading with fairness, inclusion, and encouragement while creating space for team voice and development.
- Drive performance through clear goal-setting, coaching, and performance management. Consistently meet or exceed KPIs in member satisfaction, retention, and team engagement.
- Identify growth opportunities and local market trends to shape outreach strategies and optimise sales performance while maintaining compliance with PHI Code of Conduct.
- Lead change initiatives and onboarding of new systems and policies, ensuring team adaptability and sustained service excellence.
- Proudly represent Westfund at community events (e.g. Marina Run, June 2025), embodying the brand and building trust through authentic connections and local presence.
Senior International Travel Consultant
Flight Centre Cairns & Mackay
05.2010 - 12.2021
- Exemplifying an extensive and brand-loyal career in travel, spanning different stores and roles; acting as the first point of contact and providing expert travel advice to clients, resulting in positive life-changing experiences. Took the lead on coaching and supporting novice staff members, forming good habits early on and positive reinforcement.
- Contributing to a sales culture that is dynamic and values-driven, offering learning and development opportunities in a harmonious team and work environment, targeting areas for improvement and leading by example with a positive and motivational approach to drive exceptional work ethics that yield results.
- Coordinating internal and external stakeholder communication, assisting with Covermore Travel Insurance claims investigations, “translating” insurance terms for the client and collating all necessary evidence to deliver sound resolutions.
- Gaining the role of Insurance Director, overseeing staff training, monitoring daily figures, advising on new strategies, liaising with other specialist directors and reporting to area leaders on store performance.
- Acting as Novice Mentor for 3 years in the national Novice Program. Providing support, coaching and leadership for new employees during the first 18 months when 70% “drop out” - maintained staff retention of 100% over 8 months.
- Managing client expectations and complaints surrounding cancellations and refunds with poise, empathy and tact while advocating on their behalf to attain the best result. 2020/2021 saw a notable increase in magnitude as the Travel Industry was challenged by the global pandemic.
- Diagnosing circumstances when handling difficult people and situations, making sound decisions and judgments, and turning defensive situations into positive outcomes.
- Learning brand new systems (including SalesForce) and continual policy changes with limited time to ensure fair refund processes amidst high volumes of customer activity surrounding border closures, lockdown procedures and government restrictions.
- Qualifying client needs, expectations and budget to sell and create inimitable travel experiences. Maintaining a personal philosophy of going “above and beyond” for clients with extra advice and upgrade opportunities, and adding additional beneficial services.
- Maintaining specialist knowledge and staying up to date on over 120 policies, systems and technologies for suppliers, including airlines, wholesalers, cruise lines and tour operators, through training seminars, online learning, consumer trade shows and industry functions.
- Exceeding sales targets consistently by $2K per month by believing in and following all the national 7-step sales process steps.
- Built 90% new clientele after moving stores and achieved $12K sales with an 80% conversion rate in February 2020 - despite the COVID-19 impact on existing clients.
- #4 Finance Sales Consultant Nationally in 2021 selling 8.75K on new Flight Centre interest - free finance program (Humm90)
- Conducting daily banking, account management and EFTPOS reconciliation under established procedures and ensuring that business operations are compliant with WHS, Privacy and other regulatory guidelines.
Skills
- Microsoft 365 applications
- Collaboration tools
- Salesforce CRM
- Project management software
- Workflow optimisation
- Qualtrics survey platform
VALUE OFFERED
Leadership and Team Development
- Team leadership and mentoring
- Employee collaboration and coaching
- Change management and onboarding
Strategic Sales and Revenue Growth
- Solution selling and consistently exceeding targets
- Sales strategy development and forecasting
- Building brand loyalty and long‑term client relationships
Customer Experience and Support
- Exceptional customer service delivery
- Post‑sales support and case management
- Complaint handling and dispute resolution
Operational Excellence and Administration
- Business management and administration
- Operational efficiency and process improvement
- Policy, procedure and WHS compliance
Regulatory and Quality Assurance
- Industry‑code and privacy compliance
- Risk management and safety reporting
- Assessment, auditing and performance reporting
Stakeholder and Community Engagement
- Community outreach and brand representation
- Cross‑functional liaison and stakeholder management
- Negotiation and conflict resolution
Analytical Skills
- Data analysis and KPI monitoring
- Strategic planning and problem‑solving
Additional Strengths
- Time management and prioritisation
- Adaptability and resilience
- Effective verbal and written communication
PREVIOUS ROLES
- Telstra Licensed Shop | Sales, Administration & Counter Officer
- Mesh Marketing | Customer Service, Sales Rep
- Coty Prestige - Unilever | Product Advisor & Specialist
EDUCATION
- Master’s Degree in Biology, Comenius University, Slovakia
- Diploma of Business Marketing, SBTA Sydney
- Advanced Diploma of Tourism Management, SBTA Sydney
- Traineeship in Management Level V, Skills Queensland
- Certificate IV in General Insurance, TasTAFE Tasmania
LANGUAGES
- Full Professional Proficiency: English | Hungarian | Slovakian | Czech
- Elementary Proficiency: German | Portuguese
Timeline
Sales and Service Team Leader
Westfund Health Insurance
12.2021 - 06.2025
Senior International Travel Consultant
Flight Centre Cairns & Mackay
05.2010 - 12.2021
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