Samantha Hendricks

Experience

• 

  Department of Cultural affairs and Sport

  Jun 2005 - Jun 2008

  Admin Clerk
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  Cape Africa Tours

  Nov 2008 - May 2010

  Travel Agent
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  Amazon

  Oct 2010 - now

  Group Manager

  I am a Group Manager based in Cape Town responsible for up to 90 associates and direct line management of 4-6 Team Managers.The number one priority for this role is to ensure that associates are supported to deliver a world class experience. Responsible for the overall performance and operational delivery of your teams, where I work with key support functions such as site Work Flow and Quality Assurance to review performance trends and opportunities and take action to improve the service level and quality of performance. Experience directly leading a team(s) of people or leading leaders who lead teams of peopleExperience interviewing and selecting people who will maintain a high performance bar in AmazonAs a leader of leaders understands how to nurture and develop leadership skillsStrong written, verbal and listening skillsPositive communicator who understands when necessary to have tough conversationsKnows and communicates the Amazon mission, vision and strategyAbility to confidently facilitate team discussions and communicate business messagesMaintains a high level of professionalism and approachabilityUnderstands and owns the controllable elements of service level deliveryAbility to use data and insights to prepare metric reviewsAssist and support the creation of operational plans to support peak ramp up and down within your area of control aswell as readiness for your business launchesActs as the operational representative for business teams to understand voice of the customer or partner in key process or policy changesBuilds plans to test and experiment new approaches to service deliveryContinuous ImprovementLeads and participates in Kaizen events to improve the customer and associate experience Show less