Natasha Theodore
Cape Town
Summary
Operations and complaints management specialist with ten years of expertise in property management and regulated customer environments. Progressed from Executive Assistant to Complaints Manager and Client Services Team Leader, overseeing escalated complaints, investigations, and legal case preparations. Proficient in GDPR compliance and statutory information requests, relied upon by senior leadership to navigate risk-sensitive issues and regulatory processes. Demonstrated success in optimizing operational efficiency and elevating customer satisfaction.
Overview
5
5
years of professional experience
Work History
Client Services Team Leader
Haus Block Management
09.2025 - Current
- Appointed to establish and lead the Client Services and Complaints function as the company expands
- Continue to personally manage escalated and complex complaints across the company, ensuring fair and timely resolution
- Oversee customer experience channels including formal complaints and online review platforms
- Track customer review outcomes and compile validated incentive information for submission to the Operations Director to support staff bonus payments
- Support tribunal and legal cases by assisting with investigations and drafting formal responses where required
- Prepare and circulate monthly complaints reports for senior directors, tracking volumes, themes, trends and recurring issues across portfolios
- Work closely with directors to shape the long-term client services strategy and team framework
- Own the end-to-end handling of all Subject Access Requests (SARs), reviewing records, redacting sensitive information and ensuring statutory compliance
- Manage GDPR breach processes, reporting incidents to the external Data Protection Officer and coordinating investigations
- Maintain breach registers and compliance documentation in line with regulatory requirements
- Ensure company data protection policies and records remain accurate and audit-ready
- Coordinate Section 21 & 22 information requests, liaising with client accountants and property managers to obtain and collate financial and service charge documentation within statutory deadlines
Complaints Manager
Haus Block Management
01.2025 - 08.2025
- Led the end-to-end complaints function company-wide, acting as the primary owner for all formal and escalated cases
- Conducted detailed investigations into complex and high-risk matters, reviewing documentation, liaising with internal teams and preparing comprehensive written responses
- Managed Trustpilot and Google review platforms
- Liaised with ombudsman on escalated matters
- Produced complaints trend analysis and risk reports for directors
- Reduced response times by implementing structured workflows
Executive Assistant
Haus Block Management
04.2024 - 12.2024
- Provided executive support to Operations Director and Managing Director
- Managed all incoming website and client enquiries, triaging cases to relevant property managers and resolving matters directly where appropriate
- Led the management of the central feedback and complaints inbox, investigating issues and supporting timely customer resolutions
- Managed contracts, suppliers and office administration
- Managed office procurement, supplies and facilities to ensure smooth operational running
- Executed a broad range of confidential business and operational tasks on behalf of the Operations Director and Managing Director
Operations & Administration Manager
SDF Property Management
04.2022 - 12.2023
- Managed operations and administration for a multi-property portfolio
- Oversaw leasing, tenant vetting, contracts and documentation
- Controlled invoicing, collections, payroll and bookkeeping
- Coordinated maintenance and contractor procurement
- Management reports and cash flow projection.
Branch Manager & Trader
Gold Capital
05.2021 - 12.2021
- Coordinated appointments and client bookings across three branches, ensuring efficient daily scheduling
- Managed live chat platforms during business hours and after hours, responding to customer enquiries and converting leads
- Logged and tracked enquiries within Monday.com, following cases through to resolution
- Handled enquiries for associated brands including The Diamond Channel, The Watch Channel and R&R Luxury Goods
- Conducted direct client trading transactions and in-branch customer interactions
- Managed the day-to-day branch operations, ensuring smooth workflow and high standards of customer service
Education
Cambridge International Advanced Levels - Mathematics, English, Economics
National Senior Certificate -
Verney College
Skills
- Microsoft Office: Word
- Microsoft Office: Excel
- Microsoft Office: Access
- Microsoft Office: PowerPoint
- Microsoft Office: Outlook
- Microsoft Office: Publisher
- Pastel Payroll
- Siebel
- Avaya
- Hogan
- New and Old Admin Tool
- Striata
- Fusion
- Pastel Evolution
- Googleads
- Mondaycom
- Livechat
- Quickbooks Pro
- Intuit Quickbooks
- Dwellant
- Qube
- Team Leadership
- Executive-level Support
- Complaints resolution
- GDPR case management
- Operations & Office Management
- Board Reporting
- Analytical Problem-solving
- Deadline management
Professional Development
- Pastel Payroll Course
- Diamond Grading: EGL Diamond Graduate
Custom Section
- Executive Assistant & Trader, Gold and Finance,
- Project Administrator, CEB Maintenance
- Internal Sales Administrator, N&Z Instrumentation & Bambelela Technologies
- Administrative Consultant, eBucks
Timeline
Client Services Team Leader
Haus Block Management
09.2025 - Current
Complaints Manager
Haus Block Management
01.2025 - 08.2025
Executive Assistant
Haus Block Management
04.2024 - 12.2024
Operations & Administration Manager
SDF Property Management
04.2022 - 12.2023
Branch Manager & Trader
Gold Capital
05.2021 - 12.2021
Cambridge International Advanced Levels - Mathematics, English, Economics
National Senior Certificate -
Verney College