Mikateko Mashava

Developed and implemented retention strategies to reduce churn, oversaw collections and reconnections, and led the retention and collections team while delivering data-driven performance reports to management.

Converted cancellations into renewals or alternatives, provided second-line escalations support, monitored team performance, and ensured SOP compliance to maintain service levels.

Engaged customers submitting cancellation requests and offered retention-based alternatives using CRM and TMS platforms to reduce churn.

Supported business clients with account administration, billing queries, password resets and invoice processing using internal systems to ensure timely account management.

Retained customers through tailored upgrade and alternative offers, conducted affordability and security checks, and managed CRM updates and contract documentation.

Sold life insurance products telephonically, captured sales records, and maintained compliance with sales processes and documentation standards.

Sold insurance products to existing customers, ensured ethical sales practices, and maintained accurate system updates for client records.

Second-year BSc Information Technology student studying programming, business management, statistics, and financial accounting.

Enrolled in a Higher Certificate in Financial Planning (in progress) focusing on financial planning fundamentals.

Partial completion of a BCom Accounting program with coursework toward accounting and related business subjects.

Grade: 70% average

Matriculated with a Bachelor pass and a 70% average.