Zac Warner
Training and Knowledge Manager at PrepayPower- Claim this Profile
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Spanish Full professional proficiency
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German Professional working proficiency
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Irish Professional working proficiency
Topline Score
Bio
Kamila Tursunova
Zac is an excellent trainer - curious, methodic, open-minded, with great people skills. i enjoyed working with him for several months, and I received excellent feedbacks from his trainees. He would be a valuable asset for any company!
Elmira S.
Zac is an outstanding trainer and professional. I am truly grateful that I had Zac to learn the ropes from - and as a result of his training, I achieved very strong performance. Also, he is the most kind, encouraging, supportive and profound person I have met. I am very impressed by his willingness to go the extra mile to help you when needed and ability to tackle any situation with a warm smile and empathy. Thank you Zac! I am delighted to have worked and learnt from you.
Kamila Tursunova
Zac is an excellent trainer - curious, methodic, open-minded, with great people skills. i enjoyed working with him for several months, and I received excellent feedbacks from his trainees. He would be a valuable asset for any company!
Elmira S.
Zac is an outstanding trainer and professional. I am truly grateful that I had Zac to learn the ropes from - and as a result of his training, I achieved very strong performance. Also, he is the most kind, encouraging, supportive and profound person I have met. I am very impressed by his willingness to go the extra mile to help you when needed and ability to tackle any situation with a warm smile and empathy. Thank you Zac! I am delighted to have worked and learnt from you.
Kamila Tursunova
Zac is an excellent trainer - curious, methodic, open-minded, with great people skills. i enjoyed working with him for several months, and I received excellent feedbacks from his trainees. He would be a valuable asset for any company!
Elmira S.
Zac is an outstanding trainer and professional. I am truly grateful that I had Zac to learn the ropes from - and as a result of his training, I achieved very strong performance. Also, he is the most kind, encouraging, supportive and profound person I have met. I am very impressed by his willingness to go the extra mile to help you when needed and ability to tackle any situation with a warm smile and empathy. Thank you Zac! I am delighted to have worked and learnt from you.
Kamila Tursunova
Zac is an excellent trainer - curious, methodic, open-minded, with great people skills. i enjoyed working with him for several months, and I received excellent feedbacks from his trainees. He would be a valuable asset for any company!
Elmira S.
Zac is an outstanding trainer and professional. I am truly grateful that I had Zac to learn the ropes from - and as a result of his training, I achieved very strong performance. Also, he is the most kind, encouraging, supportive and profound person I have met. I am very impressed by his willingness to go the extra mile to help you when needed and ability to tackle any situation with a warm smile and empathy. Thank you Zac! I am delighted to have worked and learnt from you.
Experience
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PrepayPower
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Ireland
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Utilities
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200 - 300 Employee
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Training and Knowledge Manager
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Jun 2022 - Present
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Covalen
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Ireland
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Trainer
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Feb 2021 - Jun 2022
Leading a team of three Trainers I am responsible for delivering new hire training for Account and Technical support for a leading US Gaming company. This includes new hire training, ensuring after-training support to ensure that agents hit their targets and upskilling to work on different lines of business. Also reporting to Senior Management and implementing projects to ensure further service delivery and liaising with the client directly to ensure continuous improvement. Leading a team of three Trainers I am responsible for delivering new hire training for Account and Technical support for a leading US Gaming company. This includes new hire training, ensuring after-training support to ensure that agents hit their targets and upskilling to work on different lines of business. Also reporting to Senior Management and implementing projects to ensure further service delivery and liaising with the client directly to ensure continuous improvement.
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Customer Service QA
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Apr 2018 - Mar 2020
Selected to conduct additional duties as Customer Experience QA to effectively screen and review calls and emails, providing invaluable feedback to improve performance and encourage best practice. - Delivered coaching after QA monitoring, ensuring improvement in performance and consolidating process understanding.
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Customer Service Trainer
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Oct 2017 - Mar 2020
Accountable for training new customer service/experience team members and supporting in their continuous development and integration into the company. Upskilling and developing existing team members on an ongoing basis. - Recognised for thinking "outside of the box"; effectively introduced feedback program and received ratings of 80%+ in all categories- Delivered extra training as needed - focusing on tailoring to the training needs of the individual while ensuring the same standards and core skills were achieved for all. Show less
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Acting Team Lead
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Jan 2016 - Oct 2017
Managed the customer service team, ensuring service levels were achieved and monitoring daily scheduling, assigning appropriate tasks and duties- Effectively resolved escalated contacts quickly and efficiently, escalating further when required. - Collaborated with departments, monitoring queries and providing support when necessary
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Tier 2 Representative
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Aug 2014 - Jan 2016
- A member of the follow up team, accountable for resolving escalated issues, meeting deadlines for quick and effective conclusion- Delivered findings for technical, payment or other non-customer facing teams
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Trust and Safety Analyst
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Feb 2014 - Aug 2014
Effectively and carefully reviewed website orders to determine fraud or legitimacy, successfully achieving all daily reviews targets in daily reviews
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Customer Service Representative
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Jul 2013 - Aug 2014
- Successfully conducted high volumes of inbound calls emails and chat for customers of StubHub.co.uk- Effectively achieved targets relating to customer satisfaction, retention, efficiency and first contact resolution
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Leinster Rugby
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Ireland
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Spectator Sports
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100 - 200 Employee
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Store Manager
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Mar 2010 - Jul 2013
Managed the day to day operations including ordering, training, merchandising, sales, and ecommerceSuccessfully doubled average sales in the retail location and developed online store to match the store’s offline success
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Assistant Store Manager
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Jul 2009 - Feb 2010
Taking on additional responsibilities to ensure the day to day working of the store including customer facing, organisation and organisation of large scale temporary teams on game days.
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Retail Assistant
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Sep 2007 - Jul 2009
Working part time in the Leinster Rugby Store during college. Assisting customers and learning the customer focused soft skills which have been a staple throughout my career thus far.
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Education
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2012 - 2014
University College Dublin
History
Community
