Niamh Tolg
Pozzuoli, NA, Italy
Summary
Motivated and adaptable professional with over 20 years of experience in customer care. Proven ability to handle diverse customer needs, excellent communication skills and a passion for delivering top-notch service in dynamic environments. Excellent knowledge of all things Italy, the language, the culture, the history, the culinary delights, it's customs and it's people.
Overview
33
33
years of professional experience
Work History
Freelance Holiday Consultant
Private Practice
01.2016 - Current
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Followed up with customers to increase customer service with travel plans.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
Freelance English Teacher
Private Practice
01.2012 - Current
- Developed innovative lesson plans to engage students in English language learning both in person and online.
- Assessed student progress and provided feedback to improve performance and establish academic success.
- Prepared and implemented lesson plans covering required course topics.
- Designed and implemented assessments to measure student progress in English language learning.
- Prepared students for state exams.
- Provided guidance and mentoring to students regarding academic, social and emotional issues.
Quality Manager
Guinness Bass Import Company, Diageo
01.1998 - 01.2000
- Evaluated quality problems and performed assessments to identify and resolve issues.
- Increased customer satisfaction through adherence to quality standards and customer requirements.
- Updated quality control standards, methods, and procedures to meet compliance requirements.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Liaised with HR manager to organize and perform quality standard training for new and existing staff.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Customer Care Representative
Guinness
01.1996 - 01.1998
- Responded to customer needs through competent customer service and prompt problem-solving.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
Banking Assistant
Bank Of Ireland
01.1994 - 01.1996
- Advised customers of products and services and assisted bankers in delivering superior customer service.
- Maintained confidentiality of private banking information with discretion, diplomacy and professionalism.
- Managed customer service inquiries and pinpointed and implemented proper path to resolution.
- Managed customer service inquiries and pinpointed and implemented proper path to resolution
Purser
Royal Caribbean Cruise Line
01.1991 - 01.1994
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Maximized customer service and satisfaction by providing directions to visitors regarding requested locations, events and landmarks.
- Delivered information and details of interest about facility to visitors.
- Dealt with International Customs and Immigration to clear the ship into port.
- Dealt with International agencies to solve problems onboard ship.
Education
Bachelor of Arts - Business And Managerial Economics
UMUC
Adelphi, MD, USA01.2025
TEFL - Teaching English As A Second Language (ESL)
The TEFL Institute of Ireland
Dublin, Ireland01.2024
Skills
- Multilingual abilities
- Outstanding customer service
- Tour guiding experience
- Exceptional communication
- Training and development
- Event coordination
- Adaptability and resilience
- Global travel experience
- Computer proficiency
- Expert travel planning
- Advanced problem-solving
- Organizational skills
- Strong interpersonal skills
- Executive Travel
- Travel Research
- Itineraries
Languages
English
Bilingual or Proficient (C2)
Italian
Advanced (C1)
Irish
Advanced (C1)
French
Upper intermediate (B2)
Timeline
Freelance Holiday Consultant
Private Practice
01.2016 - Current
Freelance English Teacher
Private Practice
01.2012 - Current
Quality Manager
Guinness Bass Import Company, Diageo
01.1998 - 01.2000
Customer Care Representative
Guinness
01.1996 - 01.1998
Banking Assistant
Bank Of Ireland
01.1994 - 01.1996
Purser
Royal Caribbean Cruise Line
01.1991 - 01.1994
Bachelor of Arts - Business And Managerial Economics
UMUC
TEFL - Teaching English As A Second Language (ESL)
The TEFL Institute of Ireland
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