Samantha James
Cape Town
Summary
I am a highly experienced, service orientated professional with extensive experience in account management, client relationship management, and stakeholder engagement across IT managed services and property franchise contract management, onboarding and compliance.
My career progression demonstrates adaptability and leadership in roles spanning operations management, commercial coordination, and executive support. I am a results-driven professional with extensive experience in operational business functions including client relationship management, project oversight, and staff development. Facilitating cross-functional collaboration.
Overview
2
2
Languages
27
27
years of professional experience
Work History
Senior Account Manager
Nutbourne Ltd
London , United Kingdom
09.2022 - 07.2026
- Managed a portfolio of over 56 clients for IT Managed Service Provider.
- Collaborated with cross-functional teams to achieve successful project outcomes.
- Oversaw client Benchmark and Roadmap creation and implementation in line with recommendations based on client needs.
- Escalated queries to the relevant departments to ensure swift resolution.
- Conducted QBR meetings with clients and presented
- Attended customer onboarding meetings to understand fundamental motivations and issues and translated identified challenges into features.
- Led the end-to-end client lifecycle, delivering onboarding, Quarterly Business Reviews
(QBRs), technology roadmaps, benchmarking, renewals, and executive stakeholder
engagement. - cross-functional collaboration across Operations, Finance, Projects, and Technical teams.
- Managed complaints with calm, clear communication and problem-solving.
- Coordinated key account activities to maintain clear communication and track project progress, resolving issues, updating on milestones, attending meetings, and managing communications.
National Compliance Manager
Only Realty Property Group
Cape Town
05.2015 - 08.2022
- Registration of new Franchises with the Estate Agency Affairs board. (Compliance officer registration for FIC, opening of Trust accounts, auditor letters of appointment)
- Managed franchise contracts, ensuring updates and compliance enforcement aligned with regulatory standards.
- Delivered franchisee training and support, creating training videos and conducting face-to-face presentations to enhance understanding of compliance requirements.
- Provided guidance on implementation and enforcement of relevant acts and property laws, ensuring franchisee adherence to legal standards.
- Managed client relations by addressing and resolving complaints effectively.
- Annual Audit submission to real estate board by all franchises before the deadline.
Portfolio Manager
Greeff Properties
Cape Town
09.2009 - 04.2015
- Managed property portfolio, overseeing administration and operational activities
- Resolved client relations and tenant/landlord disputes, ensuring positive outcomes
Operations/Commercial coordinator/Sales operations
Seeff Properties
Cape Town
03.2004 - 08.2009
- I joined Seeff as an Executive Assistant in March 2004. I was quickly promoted to Operations Manager, then took the role of Commercial Property coordinator and ended my career at Seeff in Sales Division Operations.
- Project research, coordination and roll-out.
- Set up of a new Commercial division as assistant and coordinator (sourcing stock and learning new valuation systems and implementing them).
- Preparation of presentations, marketing collateral and other reports liaising with journalists and researching radio talks for Cape Talk Radio.
- Managed budgeting processes and accounts oversight.
- Company Human Resources Management including hiring, new staff contracts, onboarding, and support and performance management.
- Managed day-to-day responsibility for operational aspects of the business.
- Selected, trained and oversaw administrative staff.
Teacher's assistant and Student supervisor
Hammersmith and West London College
London
01.2002 - 10.2002
- Trained students in administration, bookkeeping, and filing to enhance organisational skills.
- Taught students client relations and conflict management to improve interpersonal effectiveness.
Executive Secretary/Call centre operations
Emirates Airline
London
08.1999 - 08.2001
- I was employed by Emirates Airline to work as a reservations agent in their central London call centre I was then promoted to front line sales before ending my career at Emirates as the executive assistant to the Sales Manager for UK and Ireland.
- Assisting in the setting up of the operational transfer of the new European Call centre from London to Manchester.
- Training and supervising new Manchester call centre staff.
- Front line sales and ticketing in central London office.
- Effective handling of customer requests and complaints.
- Facilitated communication and coordination as VIP liaison for high-profile clients.
Education
Certificate - Conveyancing
Iqwetha Training academy
Cape Town01-2008
Diploma - Travel
Travel Training Institute
Cape Town01-1998
Diploma - Secretarial
Fair hills Secretarial College
Cape Town01-1994
Skills
- Organisational coordination
- Effective communication
- Relationship building
- Problem solving
- Adaptability
- Cross-functional collaboration
- Microsoft Office Suite
- Executive stakeholder engagement
- Complaint resolution
- Planning and organisation
- Staff training and development
- Halo ITSM
- IT Glue
- Co Pilot
Languages
English
Proficient
C2
Afrikaans
Proficient
C2
Timeline
Senior Account Manager
Nutbourne Ltd
09.2022 - 07.2026
National Compliance Manager
Only Realty Property Group
05.2015 - 08.2022
Portfolio Manager
Greeff Properties
09.2009 - 04.2015
Operations/Commercial coordinator/Sales operations
Seeff Properties
03.2004 - 08.2009
Teacher's assistant and Student supervisor
Hammersmith and West London College
01.2002 - 10.2002
Executive Secretary/Call centre operations
Emirates Airline
08.1999 - 08.2001
Certificate - Conveyancing
Iqwetha Training academy
Diploma - Travel
Travel Training Institute
Diploma - Secretarial
Fair hills Secretarial College