Mikateko Mashava
Johannesburg
Summary
Results-driven professional with strong focus on customer loyalty and retention strategies. Analyses customer behaviour to optimise retention actions and reduce churn. Leverages data analytics to enhance decision-making and improve team performance.
Overview
2
2
Languages
13
13
years of professional experience
Work History
B2B Sales Team Leader
Cartrack
Johannesburg
05.2026 - Current
- Monitored sales leads and conversions, motivating and incentivising teams to continue increased business.
- Motivated sales staff to continuously improve strategies through competitions and personalised coaching plans.
- Improved team telemarketing skills by introducing and teaching modern sales techniques, encouraging positive engagement with customers and increasing sales.
- Maintained up-to-date knowledge of industry trends, competitor activities, and new product launches.
Retentions & Collections Manager
Ikeja Wireless
09.2024 - 04.2026
- Developed and implemented retention strategies that reduced churn and enhanced customer loyalty.
- Analyse churn patterns and customer segments to optimise retention actions.
- Lead, train, and develop the retention and collections team.
- Oversaw collections processes, managing overdue accounts and ensuring timely reconnections for improved cash flow.
- Manage escalations and resolve high-level customer issues.
- Provided data analytics to assess customer behaviour and inform payment pattern strategies.
- Identify process improvements and implement workflow enhancements.
- Prepare performance reports and present insights to management.
- Work cross-functionally with Sales, Operations, and Marketing.
Retentions Consultant / 2IC Escalations Lead
Tracker Connect
12.2021 - 06.2025
- Converted cancellations into retentions, renewals, or alternative solutions, enhancing customer loyalty.
- Handled email requests from internal teams and external clients, ensuring timely responses and adherence to service level agreements.
- Provided second-line support for escalated customer issues.
- Delivered accurate product information and system-based troubleshooting.
- Negotiated service/product adjustments to align with retention strategies, facilitating customer satisfaction.
- Oversaw team performance metrics, distributing daily productivity reports to ensure service level adherence.
- Conducted daily motivational sessions and performance evaluations to enhance team engagement. - Ensured compliance with SOPs and quality standards.
Churn Queries Consultant
Tracker Connect
08.2021 - 11.2021
- Called customers with cancellation requests, presenting tailored retention alternatives to enhance customer loyalty. - Managed customer queries through CRM, Willow, ievolve, and TMS systems to ensure timely resolutions.
- Handled complex problems and issues by understanding root causes and implementing solutions.
- Facilitated workshops and training sessions to upskill team members and improve service delivery.
- Interfaced with client leads and became trusted advisor or confidant to client.
Business Customer Services Consultant
Tracker
06.2019 - 07.2021
- Assisted business clients with account updates, password resets, and billing queries to enhance customer satisfaction. - Utilised internal systems to verify payments, issue invoices, and respond to email queries efficiently.
- Resolved customer issues and complaints with quick-thinking problem-solving.
- Communicated well with workshop, parts and valeting teams to maintain smooth servicing operations.
- Built exceptional customer satisfaction by delivering friendly service.
Retentions Consultant
Cell C
05.2016 - 02.2018
- Retained customers by offering tailored upgrade options that met individual needs.
- Managed cancellation requests while negotiating alternative offers to retain customers.
- Conducted affordability checks and security verification, updating CRM and preparing contract documentation for customer review.
Tele-sales Consultant
Liberty
04.2014 - 04.2016
- Sold Liberty Life insurance products, contributing to revenue growth through effective tele-sales strategies.
- Captured sales records while ensuring adherence to compliance standards and enhancing sales process accuracy.
- Addressed customers with confident, clear communication style.
Tele-sales Consultant
O'Keeffe and Swartz
06.2013 - 03.2014
- Sold insurance products to existing customers, enhancing client retention and satisfaction.
- Maintained ethical sales practices and ensured accurate system updates to support compliance and efficient operations.
- Handled and quickly resolved customer issues regarding product sales and customer service problems.
Education
BSc - Information Technology
North-West University
Matric -
Hoërskool Die Adelaar
Skills
- Customer Experience Management
- Retention & Churn Reduction
- Collections & Payment Negotiations
- Telecommunications Expertise
- Escalations & Query Resolution
- Business Customer Support
- CRM Systems & Billing Platforms
- Team Leadership & Coaching
- Data Analysis & Reporting
- Sales & Upselling Strategies
- Process improvement
- Client Relationship Management
- KPI tracking
- Data analytics
- Motivational coaching
- Retention strategy
- Conflict resolution
References
- Sheron Sithole, Team Leader, Cell C, 072 311 2411
- Christinah Williams, Team Leader, Liberty, 081 472 9535
- Thato Ngwenya, Team Leader, Tracker, 071 574 9381
- Wasiela Lehana, Department manager, +27 71 339 3623
Languages
English
Advanced
C1
Afrikaans
Advanced
C1
Timeline
B2B Sales Team Leader
Cartrack
05.2026 - Current
Retentions & Collections Manager
Ikeja Wireless
09.2024 - 04.2026
Retentions Consultant / 2IC Escalations Lead
Tracker Connect
12.2021 - 06.2025
Churn Queries Consultant
Tracker Connect
08.2021 - 11.2021
Business Customer Services Consultant
Tracker
06.2019 - 07.2021
Retentions Consultant
Cell C
05.2016 - 02.2018
Tele-sales Consultant
Liberty
04.2014 - 04.2016
Tele-sales Consultant
O'Keeffe and Swartz
06.2013 - 03.2014
BSc - Information Technology
North-West University
Matric -
Hoërskool Die Adelaar