Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Zahra Mangan

Waterford West,Queensland

Summary

Dynamic Member Engagement Specialist with a proven track record at RACQ Bank, excelling in customer relationship management and enhancing member satisfaction and retention. Skilled in problem-solving and collaboration, I successfully identified growth opportunities and implemented member feedback, fostering member engagement and building strong community connections.


Overview

7
7
years of professional experience
1
1
Certification

Work History

Member Engagement Specialist

RACQ Bank
12.2024 - Current
  • Served as a contact centre supervisor, resolving complex and simple matters for other RACQ consultants
  • Mentored new starters in all aspects of the business, such as assistance, insurance and banking products and services, while adhering to RACQ's policies and procedures.
  • Managed high volumes of customer complaints, ensuring timely and effective resolutions for improved customer retention.
  • Analyzed member feedback and complaints, implementing improvements based on their suggestions and needs.
  • Identified potential areas for growth in membership base through market research analysis.



Member Engagement Consultant

RACQ
03.2023 - 12.2024
  • Delivered tailored solutions across a range of insurance, banking, assistance and direct debit services
  • Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
  • Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
  • Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
  • Assisted clients in navigating complex industry challenges with strategic recommendations.

Shift Lead Supervisor

Domino's Pizza
05.2022 - 01.2023
  • Trained new employees and delegated daily tasks and responsibilities.
  • Improved team efficiency by implementing effective scheduling and task delegation.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Promoted a positive work environment through open communication and effective conflict resolution strategies.
  • Conducted regular inventory checks, maintaining optimal stock levels to meet customer demand without excess waste or surplus.
  • Managed daily cash transactions accurately, reducing discrepancies in financial reports while adhering to strict security protocols.

Crew Trainer

McDonald's
04.2020 - 06.2022
  • Trained junior employees in customer service, food safety, and performance requirements.
  • Taught new team members correct procedures for all areas of operations.
  • Aided crew members during working hours to provide feedback and guidance in improving performance.
  • Set positive example for team members by providing high-quality, efficient service.
  • Organized cross-training initiatives to promote versatility among team members and enhance overall productivity levels.

Barista and Waitress

The Coffee Club
11.2018 - 04.2020
  • Maintained a clean and organized workspace for optimal productivity and safety.
  • Promoted a welcoming atmosphere by greeting customers with a friendly demeanour and promptly addressing their needs.
  • Pleasantly interacted with customers during rush periods to promote fun, positive environment.
  • Contributed to a positive team environment through effective communication and collaboration with colleagues.

Education

High School Diploma -

Groves Christian College
Kingston, QLD
11-2021

Skills

  • Exceptional communication
  • Problem-solving abilities
  • Attention to detail
  • Customer relationship management (CRM)
  • Public relations
  • Staff management
  • Adaptability

Certification

General Insurance Code of Practice 2025

(GICOP), Completed June 2025


General Insurance Code of Practice 2024

(GICOP), Completed May 2024


General Insurance Code of Practice 2023

(GICOP), Completed May 2023


Provide Responsible Service of Alcohol (RSA)

(SITHFAB002), Completed December 2022


Provide Responsible Gambling Services (RSG)

(SITHGAM001), Completed December 2022


Food Safety Certificate

Completed September 2022



Timeline

Member Engagement Specialist

RACQ Bank
12.2024 - Current

Member Engagement Consultant

RACQ
03.2023 - 12.2024

Shift Lead Supervisor

Domino's Pizza
05.2022 - 01.2023

Crew Trainer

McDonald's
04.2020 - 06.2022

Barista and Waitress

The Coffee Club
11.2018 - 04.2020

High School Diploma -

Groves Christian College

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Zahra Mangan