Penny Weemer

Experience

• 

  Steiner Leisure Limited

  Sept 2003 - Dec 2008

  Beauty Therapist, Spa Receptionist, Spa Manager

  During the five years that I worked for Steiner, I worked on three major cruise lines: Holland America Line, Royal Caribbean and Seabourn. I started as a Beauty Therapist working a massage column and due to my high sales achievements was soon promoted to the highest revenue column, skin care specialist. This role required me to be able to work well under pressure as we had high sales target which I frequently exceeded. I big part of this role was upselling including seminars. After some time I was promoted to spa receptionist where I was responsible for the front of house for the spa. I booked appointments, checked guests in/out, handled complaints and sold passes to our exclusive facilities. I also ran the teeth whitening column which I helped to launch on that particular ship. I was then promoted to Spa Manager where I was responsible for a team of 12 and the overall running of the spa and gym. I had a team sales target which was split between services and retail which I divided amongst the team to ensure we were meeting it. During my time as Spa Manager, I was able to double the revenue of the spa in a short space of time. Show less

• 

  TomTom

  Feb 2010 - Feb 2020

  I am responsible for the global quality of our Customer Care Teams split across offices in Amsterdam (NL), Pune (India) and Lodz (Poland) in house and Cairo and Istanbul outsourced. I have a team of 4 quality team members and are constantly driving the CSAT/NPS performance and looking for new innovations to improve the customer journey and to give the best possible service to our customers.I am also responsible for the global training team in Customer Care (consisting of 3 trainers). We ensure that all new hires are onboarded smoothly and ready to assist our customers and all existing customer care employees are up-skilled as required. We look for areas of improvement and knowledge gaps within the teams and build new training's both classroom and e-Learning's accordingly. I am also responsible for the Customer Care operation teams in Amsterdam and Poland (3 SPV's and approx. 30 Technical Support Professionals), these teams are specialists in Social Media support and in Ratings and Reviews support globally. I set and manage the KPI's for all of my teams and I'm responsible for the recruitment for my teams. Show less

  • Customer Care Manager

    Sept 2017 - Feb 2020

  • Team Leader, Customer Support

    Sept 2013 - Sept 2017

  • Customer Support Supervisor

    Oct 2010 - Aug 2013

  • Customer Service Representative

    Feb 2010 - Oct 2010
• 

  Adidas

  Feb 2020 - now

  Responsible for the Training, Quality and Knowledge of 700+ Customer Service Advisers across 7 sites in Europe.

  • Senior Manager Digital Consumer Operations

    Feb 2023 - now

  • Senior Manager Consumer Service Operations

    Apr 2022 - now

  • Manager Consumer Service Operations

    Feb 2020 - Apr 2022