Marvin Motau
Retention Analyst
Centurion,GP
Summary
I am a results-driven Retention Specialist with strong experience in customer support, relationship management, and problem resolution. Skilled at identifying customer needs, reducing churn, and improving overall satisfaction through clear communication and data-informed strategies. Known for building trust, handling escalations professionally, and consistently meeting retention and service targets. Motivated, adaptable, and focused on delivering outstanding customer experiences that support long-term loyalty.
Overview
13
13
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Retention advisor
Outsurance
01.2019 - 05.2021
- Doing outbound and inbound
- Handling of queries, complaints and/or Disputes
Collections agent
African bank
03.2013 - Current
- Work linked accounts including credit cards.
- Negotiate payment arrangement with the client within set mandates.
- Achieve set RPI's (Cash, QA, PTP success and PTP to RPC).
- Rehabilitation of accounts in arrears.
- Blending (working inbound and outbound campaign simultaneously).
- Customer service.
- Handle customer complaints, queries and/or disputes.
Inbound agent
Miway
12.2016 - 08.2019
Retention Advisor
MiWay
07.2017 - Current
- Doing outbound and inbound
- Handling of queries, complaints and/or Disputes
- Retaining clients though the Webchat
- 2IC of my team- sending roll calls everything morning, motivating the team on a daily basis and reminding them of our daily targets to push harder, assisting team manager with her duties if she is not around.
Education
Grade 12 - Tswana, English, Life Sciences, Mathematics, Agricultural Sciences, Physical Sciences, Life Orientation
Mabothe Senior Secondary School
RE5 - undefined
Moonstone
Class of business training - Commercial & Personal lines
Masifunde
Full FAIS qualification - undefined
INSETA(outsurance academy)
Contact Center Support Certificate - undefined
iFundi
01.2013
Interests
Sport: Soccer, Art: Writing Poetry
Software
Figma
Certification
UX/UI designer
References
- Sifiso, Nyembe, Night Supervisor, 011 256 4500, 072 5700 653, African bank
- Mountain, Ndiovu, Senior Manager, African bank
- Nato, Thobejane, Team Manager, 0793763288, MiWay
- Martha, Bambo, Team manager, 0763057851, MiWay
COMPUTER
- Internet explorer
- Ms word
Timeline
UX/UI designer
10-2025
Front end developer
01-2024
Full FAIS qualification
06-2020
Retention advisor
Outsurance
01.2019 - 05.2021
Retention Advisor
MiWay
07.2017 - Current
Inbound agent
Miway
12.2016 - 08.2019
Contact centre support certificate
01-2015
Collections agent
African bank
03.2013 - Current
RE5 - undefined
Moonstone
Class of business training - Commercial & Personal lines
Masifunde
Full FAIS qualification - undefined
INSETA(outsurance academy)
Contact Center Support Certificate - undefined
iFundi
Grade 12 - Tswana, English, Life Sciences, Mathematics, Agricultural Sciences, Physical Sciences, Life Orientation
Mabothe Senior Secondary School