Dorah Moretlo Matsaisa

I’m a customer-focused professional with over 2 years of experience in customer support and retention, handling high-volume inquiries across phone, email, and chat. I’m known for resolving issues promptly while maintaining strong customer satisfaction.

In my recent role supporting a UK-based retentions team, I managed daily operations and customer communications using tools like Nice CXone. I identified cancellation reasons and used proactive retention strategies, while keeping customer records accurate in CRM and policy systems.

I bring a strong compliance mindset, ensuring every interaction follows regulatory, legal, and data protection standards. I also de-escalate objections professionally, educate customers on policy terms and billing options, and document interactions thoroughly for audit and compliance purposes.

I’ve consistently met or surpassed KPIs such as retention rate, call quality, response time, resolution time, and CSAT. I’m excited to bring my communication, problem-solving, and customer-centric approach to exceptional service for Visa Hunt.