Prisca Nathanson Email & Phone Number

Johannesburg, Gp, Za

City Of Johannesburg, Gauteng, South Africa

Team LeadershipDirect a dedicated team of security experts, enforcing rigorous protocol compliance and optimise shift performance.Real-Time Monitoring: Maintain vigilant oversight of services, rapidly addressing issues to maintain high service quality, across Global Locations.Client Interaction: Efficiently managed a high volume of client communications, ensuring swift, satisfactory resolutions.Platform Oversight: Seamless customer service across multiple platforms, ensuring a unified user experience.Escalation & Feedback: Manage escalated concerns and provided constructive feedback to enhance operational excellence.Proactive Problem-Solving: Anticipate challenges and leveraged client feedback to proactively drive operational improvements.Project Support & Compliance: Delivered crucial project support, upholding stringent company and GSOC security standards.

Seattle, Washington, United States

Customer Support Management: Handle customer inquiries across live chat and email, ensuring prompt responses and efficient issue resolution.Calendar & Appointment Coordination: Organise attorney schedules and coordinate consultant calls to maintain streamlined operations.Legal Document Preparation & Submission: Draft, proofread, and submit legal documents via E-filing systems and legal courier services to ensure accuracy and timely processing.New Hire Training: Train new team members using tools such as Scribe and Trainual, ensuring effective onboarding and knowledge transfer.

City Of Johannesburg, Gauteng, South Africa

Emergency Response Coordination: Monitor dashboards and promptly dispatch emergency services to clients and community members, ensuring rapid and accurate response.Incident Reporting & Client Communication: Prepare and proofread detailed incident reports, and communicate with clients across multiple channels, including telephone, live chat, email, and WhatsApp, to log technical issues, complaints, and compliments.Real-Time Support in High-Pressure Environment: Provide immediate support and problem-solving in a high-stress setting, maintaining composure and efficiency.Ticket Management & Escalation: Manage and escalate service tickets through helpdesk systems and Salesforce, ensuring issues are tracked and resolved effectively.Multi-Platform Management: Oversee multiple customer service platforms simultaneously to deliver seamless support.Performance & KPI Achievement: Consistently meet and exceed team KPIs for response and resolution times, directly contributing to high customer satisfaction.Training & Mentorship: Train new control staff through shadowing and hands-on application, fostering a thorough understanding of operations and service protocols.